Customer Bliss

JANUARY 19, 2018

It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad. CVS is connecting with the customers to make a positive impact in their lives.

Retail 135

Retail Connections Culture Study 135

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Customer Journey Map : A customer journey map is the ultimate tool to help connect all employees to how they contribute to - and impact - the customer experience. I have modified the post slightly since then. First, what does "line of sight" mean?

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. For instance, what about inventing a non IVR way of connecting customers to the best resource? Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. Dashboards!

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

CX Journey

MARCH 10, 2015

I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report. Source: Aon Hewitt Global Trends in Employee Engagement 2014 I''ve written about employee engagement and the employee experience many times.

Company 80

Company Employee Engagement Leadership Employee Experience 80

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 52

Customer Experience Culture Study Communication 52

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! I arrived here fresh out of university in 2014 from my hometown. Hello Wendy! Can you explain your evolution at John Paul, and what you do now?

Travel 52

Travel Tourism Management Hotels 52

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Get a firmer grasp on the core concepts, winning strategies and hot topics surrounding customer-centric culture. Tomorrow: September 16, 2014. October 21 – 23, 2014 . November 11 – 13, 2014 .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. Blog Culture Customer Engagement Customer Experience Featured Podcast crack the customer code customer personas linkedin podcast'

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. After doing this repeatedly, he was able to help connect dots between customer issues so the problem can be solved quickly. Get a Real-Time View of Customer Chats and E-mails. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. It’s critical to think like a human and understand the human connection as part of the customer experience! Kevin Gibson, Humana #ngce. And music to my ears was the recurring theme around being human. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. Connect with Jeannie Walters on Twitter for updates to her podcast and more. Flavio Martins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ECXO

APRIL 5, 2021

True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours. The business was sold in 2014. That just makes me happy! He co-founded Mulberry Consulting in 2003 building the business into the number one Customer Experience consultancy globally.

Strategy 52

Strategy Consulting Airlines Culture 52

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Michel Falcon Experience

MARCH 10, 2019

My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. These experiences build admired, People-First Culture companies. Simple, right? Tell Them to Invest in Themselves.

Tips 112

Tips Management Culture Meeting 112

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. Customer Understanding : Listening to customers and ensuring that their feedback is shared and acted upon throughout the organization helps connect the dots for employees, who hear how what they do translates into the customer experience. In the 1980s, there was a G.I.

Customer Journeys 80

Customer Journeys Culture Training Guidelines 80

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Blog Culture Customer Experience Featured c-suite leadership linkedin' And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Guru

APRIL 5, 2018

Mr. David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Circular Edge

MAY 2, 2022

These CFOs also play an increasingly important role in defining company culture and setting an example for employees. For this article, we spoke with: Drew Cook has been the CFO of direct-to-consumer clothing retailer Pact since late 2014. Before joining Quatris in 2014, she served as CFO for Jibe Consulting. Our Sources.

Culture 52

Culture Healthcare Apparel Financial 52

Customer Bliss

JUNE 6, 2017

He initially joined as Director of Brand Strategy (a typical landing place for consultants), then became Director of Customer Experience in 2014 (predominantly running high member work, i.e. 100 nights+ in Starwood hotels in a given year), then took on Global Strategy and Operations for Starwood preferred guests in 2015.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. Connect With Margie. Margie is on LinkedIn.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

CSM Practice

FEBRUARY 24, 2020

Subscription Renewal Rate is directly connected to customer success team performance. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. 7. Gross Renewal Rate. Related Links.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In October 2014, Vauxhall were in the midst of a huge nationwide safety recall.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. The relaxed, post-work atmosphere, whether the drinks are caffeinated or alcoholic, could allow ideas that were pent up in cubicle culture to finally flow freely. Follow Up. The fact is, most people don’t follow up very well, if at all.”

Company 54

Company Banking Study Leadership 54

Customer Bliss

MAY 17, 2016

Mark walked us through the importance of building the cultural commitment to customer experience prior to this effort — to ensure that this work would be successful. You can connect with Mark on LinkedIn here. In my book Chief Customer Officer 2.0 , there is a case study on Audi’s work around cultural commitment.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture? To illustrate, let’s take the example of United Airlines’ reputation crisis.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

CSM Practice

FEBRUARY 24, 2020

Subscription Renewal Rate is directly connected to customer success team performance. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. 7. Gross Renewal Rate. Related Links.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Subscription Renewal Rate is directly connected to customer success team performance. Accountability is essential in customer success to establish a culture of improvement. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. 7. Gross Renewal Rate. Related Links.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Russel Lolacher

SEPTEMBER 20, 2022

Connect and learn more about Amber on her platforms: Twitter. Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue. Brass Tack Thinking Blog. Dear F **s Newsletter. Who generally suffers from Imposter Syndrome. What can trigger it.

Culture 111

Culture Study Leadership Employee Experience 111

ChurnZero

MARCH 6, 2020

Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. In CMSWire’s article on building a people-centric culture, CX Journey Inc. Meaning that companies must take care of their employees before their employees can take care of their customers.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

GlowTouch

DECEMBER 4, 2020

Cybersecurity threats are more common than ever because of an increasingly internet-connected business environment. In fact, security breaches have increased by an astounding 67% since 2014. For example, if the employee retention is high, it usually means there is a strong work culture that contributes to strong customer service.

Customer Satisfaction 52

Customer Satisfaction Return on Investment Competitive Advantage Transportation 52

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. The relaxed, post-work atmosphere, whether the drinks are caffeinated or alcoholic, could allow ideas that were pent up in cubicle culture to finally flow freely. Follow Up. The fact is, most people don’t follow up very well, if at all.”

Company 40

Company Banking Study Leadership 40

SaleMove

NOVEMBER 20, 2018

We tend to think of networking as creating new connections outside of your company. The relaxed, post-work atmosphere, whether the drinks are caffeinated or alcoholic, could allow ideas that were pent up in cubicle culture to finally flow freely. Follow Up. The fact is, most people don’t follow up very well, if at all.”

Company 40

Company Banking Study Leadership 40

Thunderhead

MARCH 25, 2019

Back in 2014, Thunderhead was embarking on a journey of our own. Unconstrained by legacy technology, we needed to develop a platform to connect, understand and orchestrate across all channels (not merely digital). It’s long-overdue. Hype aside, this is true customer-centricity. Another 89% say the same for the impact on revenue growth.”

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Engine Insights

OCTOBER 2, 2015

In 2014 Dow Jones conducted its first employee engagement survey since its acquisition by News Corp in 2007, in recognition of the vital importance of listening to and having regular dialogue with employees at every level. The survey results showed employees have an incredible connection to Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40