ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. So, what does it mean to be a customer-centric leader?

Customer Centricity 193

Customer Centricity Leadership Customer Journeys Touchpoint 193

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ClearAction

NOVEMBER 12, 2017

What is ‘Walking the Talk’ for Customer Experience? What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. And so do customers! Lynn Hunsaker.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Penney hired the wiz behind Apple retail stores’ success as its CEO, there were expectations that “what worked well there will do so here”. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. What is the role of a Customer Experience Manager in leading organizational transformation?

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

DCX

JULY 30, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: A CX Leader's Guide to Organizational Buy-In Customer Facing Departments Product & Technology Support Functions Cross-Functional Initiatives Ready? Let’s go!

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! Here are a few ideas.

Customer Service 181

Customer Service Social Media Innovation NPS 181

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success.

Marketing 81

Marketing Touchpoint Government CRM 81

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Let’s dive in!

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. They have been using Hello Customer since the beginning of 2019 to gain deeper insights into customer expectations, with great success.

Marketing 52

Marketing Touchpoint Government CRM 52

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score Effort Score NPS 52

Thematic

DECEMBER 12, 2023

This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers. It allows them to meet & exceed customer expectations.

Analysis 62

Analysis Examples Feedback Social Media 62

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Do they have hotel experience? Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Currency Alliance

JANUARY 18, 2021

The hotel is a dispensary of experiences. Few functions can effectively expose the elements of those experiences, and elevate them, as well as a loyalty program. Because during the next several years, the customer’s journey to the rented bed will become very different.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy. TechTarget reports that companies use AI to improve business metrics, including revenue, cost and customer ratings.

Interaction 52

Interaction Call Center Engagement Contact Center 52

Wired and Dangerous

MARCH 21, 2016

What do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage? How often do you reach out to customers to hear how they really feel about their experience with your organization? We were conducting a customer focus group for a large utility.

Social Media 70

Social Media Sports Banking Groups 70

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 59

Ecommerce Travel Hotels Social Media 59

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Qualtrics

JULY 25, 2020

Social media platforms are a treasure trove of data that can help you understand what people are saying about a chosen topic, which you can use to improve the experience for your customers , employees , product , and brand. Social listening is important because it gives you valuable insight into what your customers are thinking.

Social Media 29

Social Media Brands Analysis Metrics 29

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones.

Technology 40

Technology Customer Experience Consulting Analytics 40

SmartKarrot

AUGUST 22, 2022

Do you want to know what your customers are thinking? What is their experience surrounding your brand like? Have you ever questioned why one customer is leaving but another is staying? The Voice of the Customer (VoC) answers all of these questions. There are many ways of gathering customer feedback.

Examples 10

Examples Tools Social Media Banking 10

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

Course 92

Course Customer Success e-support Video 92

Eptica

APRIL 25, 2019

As contact centers, customer service and customer experience have become central to business success , so has our understanding and benchmarking of performance. It recently published its latest UK Contact Centre Decision Makers Guide , along with a detailed report about AI in customer service.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

SurveyGizmo

JULY 14, 2020

When the customer drives the sales process, everyone wins. Buyers demand an experience that is hyper-personalized to meet their exact needs. According to a study by Hannover Research , more than half of B2B customers will pay higher prices for tailored product and services recommendations. Enhancing the Sales Motion Process.

Sales 98

Sales CRM Feedback Leadership 98

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 350

Innovation e-support Culture Customer Centricity 350

ProProfs Chat

NOVEMBER 26, 2021

Voice of the Customer (VoC) surveys are used to analyze the gap between customer expectations and reality. VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . What is the Voice of Customer Survey? Retain customers.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122