ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

Customer Centricity 71

Customer Centricity Policies Customers Customer Experience 71

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 54

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Policies 54

Policies Customer Centricity Sales Entertainment 54

C3Centricity

SEPTEMBER 17, 2024

According to a study by IRI and Boston Consulting Group, CPG companies that excel in consumer-centric practices grow their revenue 2.5 How Can We Understand Our CPG Customers Better? P&G regularly conducts in-home visits and observational research to understand consumer needs deeply. times faster than industry peers.

Loyalty 156

Loyalty Strategy Social Media Analytics 156

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. Don’t forget to read the full report! And I agree.

Leadership 227

Leadership Culture Customer Centricity Report 227

COPC

JUNE 24, 2024

Signs of Improvement: Optimistic Findings In contrast, the American Customer Satisfaction Index (ACSI) presents a more positive outlook. Their Q1 2024 report shows improvements in customer satisfaction across several industries, particularly in retail and e-commerce. The state of CX is indeed a tale of contradictions.

Self Service 79

Self Service Customer Experience Effort Score Net Promoter Score 79

TechSee

JUNE 16, 2022

He is an experienced digital content, brand development, experience design and research leader committed to uncovering opportunities for amplifying market share, profitability and customer satisfaction in organizations of all sizes. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Business realities are continually changing, and only a strong culture is going to help you respond to, capitalize on, and drive forward these changes in order to serve customers and show your business in the best light.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Having a good project manager will increase the likelihood of that initiative’s success.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. Additionally, many organizations that implement these kinds of programs will have niche needs that do not fit into a cookie-cutter reporting model.

Report 59

Report Measurement Voice of Customer Leadership 59

InMoment XI

FEBRUARY 12, 2024

While surveys are an important first step, to get a comprehensive analysis of your VoC, you need data from all channels including: Call transcripts Emails Employee feedback Online chats Reviews Social media Surveys Support tickets For example, imagine a customer named Sarah who frequently shops at an online clothing store.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Confirmit

APRIL 18, 2019

These help you to track, course correct, and accurately report on change initiatives. Listen to Roberta O’Keith, Director, CX Consulting at Confirmit, and guest speaker, Sam Stern, Principal Analyst at Forrester Research, Inc., Can governance of the customer experience help to drive customer-centricity? -

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Experience Investigators by 360Connext

MARCH 28, 2018

Collecting and then reporting bad feedback to clients about things that harm their customer experience. They reported not getting enough direction or feedback to do their jobs – or even to care enough about them. Your customer communication is self-serving or nonexistent. And the hardest part of my job?

Feedback 259

Feedback Social Media Communication Policies 259

Confirmit

SEPTEMBER 20, 2018

These help you to track, course correct, and accurately report on change initiatives. Listen to Roberta O’Keith, Director, CX Consulting at Confirmit, and guest speaker, Sam Stern, Principal Analyst at Forrester Research, Inc., Can governance of the customer experience help to drive customer-centricity?

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Beyond Philosophy

DECEMBER 19, 2017

Per the report, brands in the U.K. To download the full report, please click here. However, it doesn’t surprise me; QVC addresses the psychology of the customer in their experience. It is the essential concept we tout at our global Customer Experience consultancy. Secondly, the UK are not as customer-centric as U.S

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen. And who can blame you?

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

NOVEMBER 16, 2018

One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Customer Contact Week’s report is filled with great tips and facts to help you create better experiences. Which will fade away?

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

Experience Investigators by 360Connext

OCTOBER 26, 2017

You see, most leaders want to show customers they care, but many aren’t sure how to do that. They need to see why customer experience isn’t just a catchy phrase. Being customer-centric means so much more than just talk. The best CX leaders put themselves in the customer’s shoes. What sort of action?

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Engagement 96

Engagement Customer Centricity How To Culture 96

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. The end to end customer journey requires the umbrella of a customer experience strategy to guide it. Does it matter which function you report into? And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

2020 Research

APRIL 20, 2022

Self-serve platforms were one of the fastest-growing segments in 2020, growing by 30 percent in one year, according to ESOMAR’s 2021 Global Market Research Report. In 2021 HubSpot reported 69 percent of marketers planned to increase their market research. Embed the voice of the customer early and often.

Customer Centricity 52

Customer Centricity Report Consulting Consumers 52

Qualtrics

FEBRUARY 1, 2019

With so many opportunities to delight (or even disappoint) your customers, embedding customer-centricity throughout the organization, from the front lines to the back office has never been so important. The customer isn’t marketing’s job anymore, it’s everyone’s job. Are your insights fast enough?

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Middlesex Consulting

JANUARY 24, 2016

Each day I called the Globe to report the missed delivery. The first time I was annoying but I understood that I had to report the issue so it could be fixed. Being customer-centric means putting your customers first in every significant decision that is being evaluated.

Customer Centricity 60

Customer Centricity Company Advertising Customers 60

SurveyGizmo

MAY 4, 2021

Survey of Customer Insights and CX Strategy Leaders Reveals That Despite Major CX Investments Only 24% Believe Customer Feedback is Effectively Addressed. For example, most collect feedback and generate insights and dashboards well, but less than 25% of respondents report that their organizations effectively address customer feedback.

Study 52

Study Feedback Customer Centricity Consulting 52

CloudCherry

JANUARY 21, 2020

There are many VoC maturity models that you can consult. You may find it useful to use these phases to chart the advancement of your voice of the customer program. Over time, you may add more customer listening approaches, but starting with surveys is a wise approach. Understand the Phases of VoC Maturity. Level 1: Foundational.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

SurveySensum

JUNE 26, 2024

The longer Amazon retains its customers, the more value they derive from each customer, contributing to financial stability and growth. Increased Spending by Prime Members According to Amazon Quarterly Report, in 2023, the company reported a whopping $575 billion in revenue, up from $514 million dollars the year before.

NPS 52

NPS Loyalty Net Promoter Score Effort Score 52

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

Horizon CX

JUNE 2, 2020

In a 2019 (pre-pandemic) industry report by Forrester Research , they predicted that during 2020 leaders’ attention would move toward adaptability—the ability to understand and anticipate market dynamics. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Second to None

FEBRUARY 4, 2020

Accurate and complete reports signal to companies to approve you for more assignments, so take care when completing shops and reports. Additionally, if we find that there reports are filled with misinformation and are hastily completed, we will be hesitant to assign additional jobs, so be sure to take each assignment seriously.

Customer Centricity 118

Customer Centricity Report Voice of Customer Retail 118

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. In my consulting work, I run into these six CX problems often, so there’s a good chance they’re affecting your organization too. CX Problem #3.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Gainsight

JUNE 8, 2022

The greatest likelihood of delivering this value for customers is rooted in the foundational philosophy of customer-centricity across all departments within an organization. Some questions that should be top of mind for a customer-centric company include: . Who owns the customer onboarding? . I = Informed.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59