InMoment XI

OCTOBER 5, 2023

This collaborative approach also sends a powerful message to contact center employees, demonstrating that the organization values their input and is genuinely committed to using an integrated CX approach to improve customer experience. Click here to learn even more about these processes in our full-length contact center eBook.

Contact Center 364

Contact Center Self Service How To Call Center 364

Experience Investigators by 360Connext

DECEMBER 10, 2024

Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Saying were customer-centric is not a strategy. You need to define YOUR customer experience promise and YOUR definition of success. Your work can achieve these for your organization.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Team Support

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? Never even heard of customer centricity? 86% of customers are willing to pay more for a better customer experience.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

C3Centricity

DECEMBER 1, 2020

According to Korn Ferry’s 2019 CMO Pulse survey, “As the champion of the customer, it is not surprising that CMOs cited customer centricity as their top strategic priority. This post includes concepts from Denyse’s book Winning Customer Centricity. . ” Why?

Marketing 256

Marketing Customer Centricity Industry Data 256

C3Centricity

APRIL 17, 2019

HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. I love to support companies that want to put their customers at the heart of their businesses. I love to support companies that want to put their customers at the heart of their businesses. CUSTOMER FIRST EXAMPLES.

Marketing 227

Marketing Technology Customer Centricity Conference 227

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. As a customer-centric business, decisions should always be made based on customer benefit. You can download the entire book here.

Touchpoint 150

Touchpoint Software eBook Management 150

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. As a customer-centric business, decisions should always be made based on customer benefit. You can download the entire book here.

Touchpoint 150

Touchpoint Software eBook Management 150

InMoment XI

JULY 18, 2022

For more information on using feedback throughout your organization, read our ebook here! When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most!

Feedback 369

Feedback Culture eBook Customers 369

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Want to learn more about which survey to run at which touchpoint in the customer journey? Check out our free ebook about NPS ?, Time to rethink your strategy. CSAT & CES.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Michel Falcon Experience

SEPTEMBER 17, 2014

This post was inspired by an email I received from one of my email subscribers who asked, “How do I get my CEO to focus more on the customer?’ CEO’s either have customer centricity in their DNA or they don’t. My newsletter subscriber continued by asking, “How can I tell if my CEO is customer-centric?”

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric. Is your company customer-centric?

Customer Centricity 71

Customer Centricity Company eBook Leadership 71

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.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

InMoment XI

NOVEMBER 2, 2021

Organizations should never underestimate the power of service recovery— 70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent.

ROI 195

ROI Customer Retention Infographics eBook 195

Beyond Philosophy

DECEMBER 19, 2017

Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further. They can adopt a customer-centric culture.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Experience Matters

JANUARY 7, 2016

Report : Creating and Sustaining a Customer-Centric Culture. eBook : 15 Tips for Engaging Employees. A free eBook we published on CX Day with best practices for engaging employees. Post : 100 Customer Experience Tips in 105 Characters (Or Less). Provides best practices for engaging employees in culture change.

Employee Engagement 120

Employee Engagement eBook B2B Video 120

C3Centricity

OCTOBER 16, 2019

If you are struggling to develop insights that will truly resonate with your consumers or customers, then I suggest you follow these eight tips that I shared with my client’s marketing and insight teams last month. Turn business objectives into customer-centric ones.

Marketing 174

Marketing Customer Centricity Consumers Groups 174

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. Need a hand?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

ShepHyken

JANUARY 14, 2019

My Comment: Are you ready to deliver a better customer experience? This is an ebook that features ten CX experts’ thoughts and strategies on how to go about it. You’ll have to share your email address to get the download of the ebook, but it’s well worth it. Of course you are.

Customer Journeys 99

Customer Journeys Customer Service eBook Sports 99

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Free Download: Mastering Omnichannel CX: A Success Guide.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

C3Centricity

JULY 20, 2020

Secrets to Brand Building eBook 50% discount with code Summer50 in July. So hard to get to that "aha" moment when what we have said about our customers is so obvious we can't understand how we - or anyone else for that matter - never realised it before. Turn business objectives into customer-centric ones.

Innovation 331

Innovation Leadership How To Marketing 331

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee Engagement 48

Employee Engagement Customer Centricity Engagement eBook 48

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer Journeys 104

Customer Journeys eBook Customer Centricity NPS 104

C3Centricity

MARCH 18, 2020

There are countless examples of brands that have disappeared because they didn’t keep up with the changing needs of their customers: Kodak who didn’t understand the impact of digital photography. Borders bookstores who didn’t get into eBooks. Motorola , once the leader in smartphones, who didn’t embrace new communications technology.

Marketing 240

Marketing Advertising Brands Consumers 240

Comm100

DECEMBER 12, 2017

Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Outside-In Thinking. Convenience.

Training 148

Training Customer Experience Customer Journeys How To 148

CX Journey

JULY 18, 2017

What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software. The response has been overwhelming, and the feedback has been quite generous and thoughtful.

Company 112

Company Customer Experience eBook Software 112

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. All attendees will receive a discount code for 50% off the eBook.

CEM 98

CEM eBook Social Media Customer Centricity 98

PeopleMetrics

JUNE 18, 2015

The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity. Similarly, customer understanding and strategy are the dark, framing lines of your customer-centric paint by number. So let’s take a look in more detail. It’s impossible.

Customer Centricity 48

Customer Centricity eBook Strategy Feedback 48

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Download and read this eBook. If not, this is your chance. I’m a huge fan of his work. You’ll be glad that you did!

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

Michel Falcon Experience

AUGUST 22, 2014

Think about what empowers the best customer service employees. The most customer centric employees are begging for you to call their manager and tell them they delivered an amazing experience. Do you think we need to become the tipping point to inspire companies and employees to deliver better customer service?

Customer Service 117

Customer Service eBook Exceptional Customer Service Tips 117

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. In my experience, customers come a distant second to what is good for the organization. Two specific examples of the lack of customer centricity in Telecoms come to mind. Why are Telecoms So Bad at Customer Experience?

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

ChurnZero

APRIL 12, 2022

What could the right person do for your business and customer relationships? Build a customer-centric organization. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. These are great building blocks of customer acquisition.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

Self Service 109

Self Service Knowledge Base eBook Analysis 109

C3Centricity

AUGUST 23, 2015

This post includes images from Denyse’s first book Winning Customer Centricity. You can buy it in Hardback, Paperback or EBook format in the members area , where you will usually find a discount code. It is also available on Amazon , andnoble.com/w/winning-customer-centricity-denyse-drummond-dunn/1121802409?ean=9782970099802″

Marketing 120

Marketing How To Social Media Customer Centricity 120