ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Qualtrics

SEPTEMBER 12, 2019

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Watch the full webinar.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

Experience Matters

MAY 30, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here Are Four Strategies For Customer Connectedness:

Customer Connectedness 120

Customer Connectedness Video Customer Centricity Culture 120

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? This is central to becoming more customer-centric, differentiated, efficient, effective, and prosperous.

Customer Centricity 48

Customer Centricity Survey Voice of Customer Customer Insights 48

AskNicely

AUGUST 29, 2018

Feedback gets collected and considered once a year amongst a small group, and not readily actioned. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

Maz Iqbal

SEPTEMBER 18, 2014

Before I share the answer with you, I invite you to listen to the authors of Six Simple Rules : Their [receptionists] work put them in the closest contact with customers, and they were the most directly penalised when customers were unhappy. The lesson is so obvious and yet neglected. There you have it.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

CX Centric

MAY 31, 2024

According to Bain and Company, a five percent increase in customer retention can increase the profits by 25 percent to 95 percent. So what do the customer obsessed companies do differently than most of the other organizations are merely doing a lip service of being customer centric. Here are some of the differentiators.

Customer Experience 52

Customer Experience Company Strategy Government 52

SurveySparrow

JULY 26, 2023

#1: Capture Customer Feedback The first step in VOC analysis is capturing customer feedback. This can be achieved through various channels, such as surveys , interviews, focus groups, and social media listening. Customer-Centric Decision Making VOC solutions provide data-driven insights that guide decision-making processes.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Understand Customer and Market Perceptions. Developing the CX Strategy.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Unifier: Peckham The ‘Unifier’ , understanding the value of sharing customer insights across an organisation, was awarded to Peckham.

Connections 52

Connections Contact Center Analytics Innovation 52

Optimove

JANUARY 3, 2024

Following these recommendations now will uplevel your personalization efforts, increase customer lifetime value (CLV), and earn your customers’ loyalty for life. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more 1.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CloudCherry

JANUARY 21, 2020

While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect. At the pinnacle of VoC maturity, listening to the customer voice is an essential component of your culture.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ECXO

MAY 29, 2024

This diversity is crucial for creative problem-solving and innovation, allowing the team to uncover unique solutions to complex challenges that might not be apparent within more homogenous groups. This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success.

Innovation 52

Innovation Culture e-support Feedback 52

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. 81% of respondents expect to put more focus on customer insights and analytics. Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer'

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SurveySparrow

JULY 27, 2023

Did you know that customer-centric companies are 60% more profitable compared to their competitors? Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. This is where the voice of the customer (VOC) comes in. What do you think you must do first?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage. C Space is a part of the Interbrand Group.

Financial 69

Financial Banking Customer Centricity Consumers 69

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. We’ll explore what they are, what makes them exceptional, and how you can implement them to create unforgettable customer experiences. Those are the experiences we all cherish.

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

CloudCherry

JANUARY 22, 2020

Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development. But voice of the customer data can also come in real-time. Don’t forget about culture. 2019) “How to Transition Your Voice-Of-The-Customer Vendor. Works Cited. Adams, Faith.

How To 243

How To Social Media Analysis Feedback 243

Eptica

NOVEMBER 20, 2019

Emerging A brand realizes that it needs to adopt a customer-centric approach in order to achieve its aims. While there’s more involvement from the wider business, most activity is still carried out by specific groups. It outlines five stages to maturity: 1. Committing CX becomes a recognized part of business activities.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

CX University

AUGUST 1, 2023

Along the way, I have also been able to read the different (standard) steps taken by UBA Group, my employer, in putting in place its customer-first philosophy. UBA knows where it is going in terms of CX and CXU’s courses and training are a real compass in the pursuit of an optimal and excellent customer experience.

Training 52

Training Company Case Study Banking 52

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

SurveySparrow

JULY 31, 2023

Voice of the customer (VOC) is a methodology used by businesses to capture, analyze, and act upon customer feedback. VOC represents the collective wants, needs, preferences, and expectations of your customers. Identify the channels through which you’ll gather customer feedback. The best part?

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Answer Dash

MAY 6, 2020

The goal was to establish a baseline level of customer maturity and to identify the underlying elements of influence. This insight would drive awareness, cross-functional involvement and actions that would positively impact the customer experience.

Customer Centricity 54

Customer Centricity Effort Score Case Study Culture 54