Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 208

Customer Experience Customer Centricity Culture Leadership 208

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media Feedback 260

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Conference 120

Conference Tips Call Center Video 120

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. How to Connect the Right Way.

Connections 117

Connections Customer Centricity Consumers Culture 117

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Michel Falcon Experience

JANUARY 29, 2017

I believe marketing can improve your company’s customer experience. Keep reading this blog post to learn why I believe this and how to do it. One thing I began to think about was how the industry (or any industry) markets their products and services. Educational Marketing.

Customer Centricity 60

Customer Centricity Industry Marketing Video 60

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Trends 98

Trends Customer Service Video B2B 98

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. 7 Ways to Deliver Awesome Customer Service.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Hotels 107

Hotels B2C Loyalty B2B 107

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 102

Customer Experience Policies Government Customers 102

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 208

Feedback How To NPS Customer Centricity 208

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. To entice those customers to come in-store requires there to be something worth coming in for.

Infographics 89

Infographics Retail Customer Service Policies 89

GetFeedback

APRIL 18, 2019

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit.

Customer Experience 274

Customer Experience How To Omni-Channel Customer Centricity 274

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 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 85

Customer Experience Average Handle Time Net Promoter Score Customer Care 85

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. A step-by-step strategy for new and seasoned PMs alike to learn how to build products customers will love.

Resources 80

Resources Management Conference Groups 80

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Measurement 86

Measurement Ecommerce Analysis Industry 86

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Report 108

Report Effort Score Customer Centricity User Experience 108

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 97

Roadmap Customer Centricity How To Effort Score 97

Talkdesk

JUNE 1, 2016

This blog post is an Opentalk 2016 panel recap. Are we in a down market? JOHN : I don’t feel like we’re in a down market, but the market is more uncertain, which is causing people to be more risk averse. JASON : The pain in customer satisfaction sneaks up on you. Scaling customer service.

Customer Centricity 40

Customer Centricity Company Marketing How To 40