Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Customer Success teams should align with their customer’s goals to continuously drive value and keep them happy.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Need a customer-focused speaker for your next event?

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. The meeting is orchestrated between the concierge (yes, Encore has a concierge in each of the venues they support), the sales manager, and the director of events.

Hotels 105

Hotels Conference Meeting Fashion 105

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers?

Engagement 110

Engagement Social Media Sales Loyalty 110

Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. We are living in a post-sale, on demand, attention economy. ~ Ray” Wang. Brian Vellmure. Kate Leggett. ” 11.

CRM 40

CRM Customer Focused Self Service Conference 40

ShepHyken

JULY 5, 2017

Companies who can personalize their experiences win over customers. I recently attended the Internet Retailers Conference and Expo (IRCE) in Chicago and listened to a number of keynote and breakout presenters talk about how personalization is becoming one of the major differentiators. The fifth P stand for Personalization.

Marketing 104

Marketing Customer Relationship Management Conference Customer Service Training 104

ShepHyken

MAY 30, 2018

Companies like Blue Apron and Hello Fresh , who deliver ready-to-prepare fresh meals, are seeing increases in sales. You may or may not know I’m hired to do keynote speeches at conferences around the world. Another question is, “Why is the topic of customer service or customer experience important for this audience to hear?”

Transportation 98

Transportation Conference Sports Customer Service Training 98

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. Actionable ways to bridge the gap between customer success and marketing. Conferences and Webinars. Digital Marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Kayako

NOVEMBER 21, 2018

It’s impossible to truly understand the needs and wants of your customers unless you talk to them. However, oftentimes the only teams that interact with customers are customer service/support and sales. Let your employees go through customer service training. Put the customer first” is more than a buzzphrase.

Culture 120

Culture Banking How To Customer Service 120

InteractionMetrics

JANUARY 7, 2025

Customer Journey Mapping Is Not Just a Pretty Picture Journey mapping isnt about creating colorful diagrams to hang in your conference room. Instead, a successful customer journey map: Uncovers friction points, Identifies pivotal moments, Pinpoints opportunities for growth.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Customer Guru

AUGUST 8, 2018

He has coauthored “Outside In: The Power of Putting Customers at the Center of Your Business” with Kerry Bodine. Harley is a world-renowned keynote speaker and has addressed major business conferences around the world. Ian is the CEO and Founder of Customer Experience Consultancy Ltd., Ian Golding Follow @ijgolding.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Building a relationship based on trust is a powerful way to not only make the sale, but to earn loyalty. Any traditional sales technique can be enhanced by “selling with service” – focusing on the relationship and adding value over anything else.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ChurnZero

JANUARY 24, 2022

Or what is customer-centric service ? What is Customer Centricity? Customer centricity is a customer-focused mindset that places the user’s experience at the forefront of the business strategy. It would be impossible to practice customer-centric service without first understanding what your customers need from you.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. 1 Why is there such a huge gap?

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ShepHyken

JUNE 25, 2018

(Forbes) According to the Center for Retail Management at Northwestern University, up to 15% of a business’s most loyal customers account for 55% to 70% of a company’s total sales. For this reason alone, it is imperative that you make your first impression with a customer count. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Loyalty Conference Tips 86

ClientSuccess

JULY 6, 2022

Instead of getting a free sandwich after ten purchases, however, a SaaS organization’s customer loyalty program goes above and beyond a simple gift. It combines customer success, marketing, and sales and definitively thanks your customers while giving them new reasons to connect with your team.

Loyalty Programs 79

Loyalty Programs Loyalty eBook Conference 79

BirdEye

DECEMBER 22, 2023

It typically includes features like multiple phone lines, voicemail, call forwarding, and sometimes advanced options like auto-attendant and conference calling. This system allows small businesses to efficiently manage incoming and outgoing calls, offering a more professional customer interaction experience.

System 111

System Self Service Analytics Communication 111

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

ShepHyken

JANUARY 21, 2019

The idea that a customer trusts you weighs into their decision to do business with you. boost in sales.” My Comment) Last year I flew to Amsterdam to speak on customer service at an industry conference. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 76

Customer Service eBook Case Study Social Media 76

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? Business development is identifying prospects and looking for ways to reach prospects.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Beyond Philosophy

APRIL 15, 2019

Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Communicate.

Culture 114

Culture Customer Service Leadership Airlines 114

ClientSuccess

NOVEMBER 22, 2022

But what if we told you that understanding your customers was the key to success? You might consider combining your marketing, sales, and customer success teams into a single “Revenue Team” This approach may increase sales significantly and involve more customers in your marketing initiatives.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Gainsight

APRIL 29, 2019

Q: In what ways can Product teams use support from other teams, like Customer Success (CS)? Sales sits over there. In order for Product to work successfully, they need to have a lot of insights from the people that are on the front lines, talking to customers every day. Marketing is over there. Product sits here.

Roadmap 14

Roadmap Conference Sales Meeting 14

Oracle

MARCH 26, 2018

It’s easy to lose sight of ‘human experience’ (HX) and ‘customer experience’ (CX) when you’re dedicating so much of your business’s time and resources to product development. Build an interface and customer experience that facilitates human values. How do you start thinking about HX?

How To 64

How To Customer Journeys Conference Groups 64

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide.

Tips 85

Tips Customer Centricity Social Media Insurance 85

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s TSIA Interact was my first time experiencing the conference. There must be constant CS education across the board – this includes support and sales!

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess. How to Measure CX Impact by Jim Tincher.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

Strativity

MARCH 20, 2017

the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J. McInnes, named Head of Sales for Strativity’s Technology division, has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus.

Groups 40

Groups Customer Journeys Automotive Consulting 40