ShepHyken

AUGUST 10, 2020

The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. CustomerThink) If you claim to be customer-centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Take a few minutes and think about how these five ideas can work for your organization.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ShepHyken

DECEMBER 30, 2019

Customer experience trends to watch out for in 2020 by Mahir Prasad. ClickZ) OpenText’s Nali Giliana highlights five key trends that will influence customer experience in 2020. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ChurnZero

SEPTEMBER 8, 2020

Long live Net Dollar Retention “ you’ll find out “Churn is only wounded” [link] #SaaStrAnnual CAC: Customer Acquisition Cost LTV: Customer Lifetime Value ARR: Annual Recurring Revenue pic.twitter.com/6INkuoPtCB. Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020.

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. but it’s worth it. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Hotels Hospitality Government 104

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Kustomer

AUGUST 26, 2022

As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Blake Morgan

JULY 15, 2023

Walmart and Amazon are two of the world’s largest retailers known for their customer focus and innovation. Customer Focus While the numbers are important, perhaps more telling of a company’s success is its customer focus. Amazon is known for its customer-centric culture, especially around personalization and convenience.

Retail 52

Retail Innovation B2B Transportation 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

NOVEMBER 1, 2021

Amazing Business Radio – Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer centric weekly podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SmartKarrot

NOVEMBER 2, 2020

So, who are the top customer success consultants, and what sets them apart? Let us head on to the top 20 of them that have sparkled in the year 2020. The Successful Customer Virtual Customer Learning Success Methods Knowledge Bird The Customer Initiative Springboard Solutions Interaction Metrics. The Customer.Co

Consulting 10

Consulting Customer Success Self Service Customer Centricity 10

Peter Lavers

FEBRUARY 21, 2019

CustExp – Customer Experience. In session after session the importance of staying customer focused and customer centric rang through. My favourite quote was from RBS: “The project will fail if it’s all about the tech – needs to be all about the CUSTOMER” #Tech – Technology/IT.

Conference 66

Conference Leadership Culture Customer Centricity 66

CX Advantage Walker

NOVEMBER 15, 2017

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. Continue reading.

Customer Expectations 54

Customer Expectations Meeting Customers Company 54

Gainsight

JANUARY 18, 2021

Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts. All their organizations are structured and aligned with customer-centricity in mind. . Perhaps, those can become markers along career paths for others. .

Innovation 52

Innovation Leadership Customer Centricity Sales 52

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Beyond Philosophy

APRIL 23, 2015

With startling statistics, including an estimate that by 2020 80% of the adult population will own one, it is clear that people love their phones—using them more and more each day. Like all your Customer Experience channels, your Mobile Experience needs a Customer-centric focus. Your Mobile Experience matters.

Infographics 60

Infographics Effort Score Customer Centricity Video 60

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Customer Success will grow businesses. And that they did.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Published on: November 08, 2017. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He’s currently serving as the CEO at TheCustomer.Co

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 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. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. Customer Success Around the Web.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Gainsight

NOVEMBER 18, 2019

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. Use customer feedback to define company priorities. Ensure you have “real” buy-in.

B2B 8

B2B Return on Investment Feedback Customer Success 8

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer Experience Management helps you create delightful experiences that people want to tell others about.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer Experience Management helps you create delightful experiences that people want to tell others about.

Customer Experience Management 43

Customer Experience Management Customer Experience Management Customer Journeys 43

CSM Magazine

AUGUST 10, 2017

trillion in 2020 — making up an astonishing compound annual growth rate between 27% and 40%. To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

delighted

JANUARY 14, 2020

The goal of any customer-focused company is to deliver a perfect experience to every customer, every time. You’ll be able to report to your internal stakeholders that you’ve been able to improve your NPS, and have also gained more customers who are willing to promote your business. Convert detractors into promoters.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Taking steps to improve CX is proven to deliver results.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Oracle

JANUARY 13, 2020

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Chris Baldwin, Chairman and CEO, BJ’s Wholesale Club at NRF 2020.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

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 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 Leadership B2B 21

ShepHyken

OCTOBER 21, 2019

My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. This article has one of my favorite stats, which is how companies focused on CX not only substantially outperformed the market, but also outperform CX laggards by almost three times!

Customer Service 79

Customer Service eBook B2B CRM 79

ShepHyken

JULY 13, 2020

10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. My Comment: You may say you are customer-centric but are you really? Follow on Twitter: @Hyken.

Customer Service 57

Customer Service Customer Centricity Omni-Channel Contact Center 57

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies. Follow Charlie on LinkedIn. .

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98