ChurnZero

JANUARY 8, 2021

As we continue to grow as a company, I’m confident that Staci’s leadership will accelerate our customer strategies, success, and retention, ensuring every customer voice is heard, feels supported, and sees maximum value in our Khoros software and services.”. Diane Gordon, Senior Vice President of Customer Success, Validity.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ijgolding

APRIL 4, 2016

Confusion between Customer Service, Customer Experience and Customer Centricity – they are not the same thing! Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. I have written about this.

Data 120

Data Customer Experience Effort Score Measurement 120

ijgolding

MAY 23, 2016

The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical if they have a desire to achieve customer focused success. The post Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Kayako

NOVEMBER 21, 2018

As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Encourage everyone in your organization to interact with your customers. Are you willing to let them go and lose revenue in order to build a customer-focused culture? The solution?

Culture 120

Culture Banking How To Customer Service 120

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's definitely one of the problems. One big problem.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Verint

AUGUST 21, 2017

Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Confirmit

NOVEMBER 16, 2020

Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019. Erie Insurance has a dedicated focus on ensuring its employees work together with a clear sense of purpose to deliver excellent customer experiences.

Insurance 52

Insurance Case Study eBook Touchpoint 52

Beyond Philosophy

NOVEMBER 16, 2016

Customers voiced their displeasure on their Facebook page and all over social media. We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment. Designing a Customer-Focused Process. candy bar to 150 (5.291). Their 400-gram (14 oz.)

Social Media 60

Social Media Rewards Programs Consulting Customers 60

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map? Two weeks ago, […].

Customer Journeys 83

Customer Journeys B2B Customer Focused Customers 83

ClearAction

MAY 31, 2015

When CXM champions are facilitators of CXM ownership among all the employees, improvements that are meaningful to customers, and in turn, to the business, are catalyzed. A surprising percentage of customer voice programs aim only to collect or analyze data, without expectations of taking significant action on customers’ inputs to the company.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Gainsight

SEPTEMBER 21, 2020

Sanders explained to Nick and Ashvin how and why they adopted Gainsight: its tools, customer-centric ideology, and methodologies. “It’s We love to hear how companies are using our tools, implementing customer success processes to improve efficiency, enrich customer experience and relationships, and create retention through value.

System 52

System Government Customer Centricity Metrics 52

DCX

OCTOBER 29, 2024

Let’s Look at a Brand That’s Doing This Right You might not think of an online pet supply retailer as a master of customer experience, but Chewy has nailed it. When customers reach out, Chewy’s team responds with genuine care. Bring In Real Customer Voices—Live or Recorded Want to get real, fast?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

CX Advantage Walker

SEPTEMBER 25, 2018

Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that. Those of us in the CX profession are lucky – our industry is hot.

Industry 48

Industry Customer Journeys Customer Experience Customer Focused 48

Pointillist

AUGUST 18, 2021

And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement. Now, many people have heard me talk about three of them, voice of the customer, voice of the employee and voice of the process, as I’ve just inferred.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Verint

MAY 19, 2017

No matter how “e” or electronic your company, your employees need to be prepared and motivated to deliver the right experiences. Operational dashboards. BYOD (bring your own device) policies and mobile apps. KPI scorecards.

Policies 38

Policies Strategy Company Customer Focused 38

SmartKarrot

FEBRUARY 25, 2022

Chief customer officers are finding a place on the executive board of some top companies. This is an effort to become more customer-centric and remove internal silos and barriers that lead to fragmented performances. The CCO is more of a voice of the customer in all company decisions.

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52