ShepHyken

JANUARY 21, 2019

It’s Never Too Late to Win with Customer Experience: The Comcast Turnaround by Adam Toporek. Customers That Stick) Many organizations can survive, even thrive, without providing excellent customer experiences, without being customer-centric. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service eBook Case Study Social Media 75

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 86

Customer Journeys Customer Service e-support Self Service 86

ChurnZero

JANUARY 8, 2021

So, here’s our watchlist of Customer Success leaders to follow in 2021 – a year that’s bound to be marked by its own unique struggles and successes, as well as the cementing of Customer Success in the C-suite. . Staci Satterwhite, Chief Customer Officer, Khoros. Follow Charlie on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ShepHyken

DECEMBER 5, 2022

This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. If companies truly want to reduce the cost associated with customer support, learn from these calls and fix the upstream issues that are creating the need for the calls in the first place.

Customer Service 74

Customer Service Hospitality e-support eBook 74

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 eBook Case Study Touchpoint 52

PeopleMetrics

MARCH 25, 2015

So rather than passing a customer down the line, employees are empowered to take responsibility and put issues to rest. Employees scoff at “customer focused” memos and mission statements. It’s easy for companies to tell employees they’re “customer-centric” or “customer focused.”

Customer Experience 48

Customer Experience Employee Engagement Customer Centricity eBook 48

ClientSuccess

OCTOBER 16, 2017

This means that every department is responsible for a piece, no matter how small, of the overall customer sentiment and satisfaction. Having a portfolio of satisfied customers who are content with their service and are ready to engage and communicate with a brand is a literal dream of any B2B organization.

Culture 41

Culture Customer Success Company Customer Journeys 41

Esteban Kolsky

MARCH 13, 2018

before we get started, I am finishing an eBook that compiles this information in a better format – please register here if you are interested, should be available in the next 2 weeks or so.). Q : How can my business increase customer satisfaction if we are already being consumer-focused and customer-centric?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

SurveySparrow

DECEMBER 8, 2023

Inbound lead generation is customer-centric. Instead of bombarding a broad audience with messages, it focuses on understanding your ideal customers and solving their problems. This customer-focused approach not only attracts leads but cultivates trust and loyalty.

Social Media 52

Social Media eBook Survey Customer Centricity 52

ChurnZero

FEBRUARY 28, 2020

And again, take a customer-centric view and go through the sequence yourself. If we’ve got someone that’s new to a Customer Success team then have them go through it and see how they feel when they’re done. Customer Success Around the Web.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? Want to become a customer experience pro?

Customer Experience 60

Customer Experience eBook Social Media Training 60

ChurnZero

MARCH 3, 2020

Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive. Customer Success Around the Web. Building a Relationship with Product – Read about these tactics that CS teams can employ to build the relationship with Product and drive customer-focused solutions.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ClientSuccess

NOVEMBER 29, 2017

But what happens when an organization decides to try something else in order to get even more customers? Without the customer-focused strategy behind it, decisions like this can actually hurt an organization over time. New Customers – the Risk of Only a New Customer Focus.

B2C 40

B2C eBook Innovation Customers 40

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. Customer Success will shift from product- to customer-focused strategies. How-tos on building a convincing argument for Customer Success software.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. If the customer commitment is the ‘what’, then the operating principles are the ‘how’. Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer B2B Leadership 21

SmartKarrot

MAY 13, 2021

Your product needs to support customer goals. Educational content will make customers improve and reach their goals. Live webinars, presentations, and ebooks reduce customer challenges. Offer individual check-in calls to customers as they can be helpful in reaching the goals. Check-in Calls.

Customer Success 10

Customer Success Net Promoter Score Metrics Effort Score 10

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 79

Customer Service eBook B2B CRM 79

Michel Falcon Experience

JULY 17, 2015

Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Was I able to clearly define customer service and customer experience for you? If so, I guarantee you will learn 28 other customer experience strategies for your business in this FREE ebook.

Industry 60

Industry eBook Employee Experience Wireless 60