Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

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

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. If the leadership is referring to shareholders exclusively, the customers are forgotten.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

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. Watch here.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. You can connect with Mark on LinkedIn here. Around 2011-2012, Audi began to focus much more a customer-centric approach. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. Subscription Renewal Rate is directly connected to customer success team performance.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

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.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Thunderhead

MARCH 25, 2019

Back in 2014, Thunderhead was embarking on a journey of our own. At the time it was clear to us that things were changing, brands were struggling to keep up with the pace of technological change and its effects on customer behaviour and expectations. Hype aside, this is true customer-centricity. It’s long-overdue.

Customer Journeys 40

Customer Journeys Customer Centricity Analytics Report 40

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Customer Centricity B2B Management 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Customer Centricity Management B2B 63

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. 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

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. Mark Musgrave, Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Leverage Existing Teams. Related Links.

Customer Success 52

Customer Success Data Engagement Effort Score 52

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. I think it was in 2013, while covering the marketing and advertising space, that I started hearing more and more about the need for companies to be more customer-centric in order to transform the user experience.

Advertising 71

Advertising Chatbots Survey e-support 71

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value.

Customer Experience 80

Customer Experience ROI Financial Customers 80

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

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

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. Despite all of the hype that has surrounded social media giants such as Facebook and Twitter, companies have been slow to adopt these platforms for customer service and sales support.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Starting with the interview, they are committed to finding people that fit the culture they are trying to create.

Leadership 154

Leadership CEM Sports Hotels 154

Customer Guru

MARCH 7, 2018

She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. The primary differentiator of UAE Exchange is its customer-centric approach.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Tricia Morris

OCTOBER 22, 2015

When employees feel connected by and have the information and knowledge they need to immediately learn or begin doing their job, a higher level of engagement is set from the start. Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Customer Service.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Gainsight

MAY 7, 2019

As if that wasn’t enough, she’s also an award-winning bestselling author and the mind behind, “ Mobilized: An Insider’s Guide to the Business and Future of Connected Technology.”. With over 20 years in product management, he’s dedicated to sharing his expertise and connecting other product managers across the globe.

Industry 49

Industry Conference Consulting Software 49

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Another area that Downie thinks contributes to delivering a great Customer Experience is recruitment. Individual development.

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. Another area that Downie thinks contributes to delivering a great Customer Experience is recruitment. Individual development.

Leadership 60

Leadership Sports Hotels Social Media 60

Vonage

JULY 29, 2015

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

Qualtrics

DECEMBER 5, 2019

Lego – from kids’ toy to cultural tool. Perhaps the turning point for the brand was the release of the Lego Movie in 2014. More recently, Dominos introduced an AR ‘Pizza Chef’ application where customers can virtually build their own pizza on a surface in their own home. Fortunately, the future was brighter than expected.

Innovation 43

Innovation Brands Ecommerce Video 43

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 25, 2022

Culture Amp. Founded in 2010, Culture Amp is an employee experience management platform. Culture Amp’s subscription plans are based on the number of users. With a vision to speed up capacity, culture, and innovation, the innovation platform assists businesses in all stages (startups as well as scale-ups). Safety Culture.

Company 10

Company Innovation Self Service Culture 10

Elevio

APRIL 12, 2017

Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. My role has since expanded to the Director of Experience, overseeing the customer as well as the employee experience. Connect the customer with someone who can solve the problem. It’s as simple as cutting out the middleman.

Effort Score 40

Effort Score Airlines Measurement Brands 40

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Retently

MAY 9, 2024

Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets. Customers are people who ultimately want to talk to other people when they have issues, suggestions and questions.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

Wootric CX Blog

MAY 12, 2020

When it becomes a firehose, you are ready for text analytics to tell you what your customers are feeling and what they care most about. . In 2014, Airbnb increased bookings from their referral program by more than 300% per day. Customized NPS analytics dashboards in Wootric. Use NPS to create a customer-centric culture.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Experience Matters

APRIL 7, 2015

Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

SEPTEMBER 6, 2018

Still today, NPS is integrated into Symantec’s business, and a big part of its customer-centric culture. When Allianz adopted NPS, there was a high customer acceptance of the survey. If a customer wants to learn more about how Philips manages relationships, they pick a relevant testimonial and showcase that to them.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54