CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start ….

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. Top CX Themes. Gaining CX Buy IN.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. Voice of the Customer Voice of the Employee Case Studies eBooks.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Maz Iqbal

OCTOBER 1, 2014

And that includes experience design: Customer Experience, and Employee Experience. And, importantly, keeping these relationships in existence over the long-term. It also occurs to me that this way of being-in-the-world is central to human centred design. Now back to the Tops.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

RapportBoost

DECEMBER 10, 2018

I know Nate and Kaye got a few case studies about these topics to share. And it just breaks my heart because on the whole, it is not the fault of the technology, it is the fault of the implementations and knowledge, and the culture that underlies in. it is going have something positive to culture or learning or engagement.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

SurveySparrow

JUNE 20, 2023

Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached VoC Case Study: SAMA Educational Co. Their goals were to implement a survey culture and provide the best educational experience with a continuous feedback process. Customization and reminders in email shares achieved over 75% open rates. •

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Implement’ through the sharing of a process to apply the thinking using case studies from Liberty Global and Premier Inn.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Customers Rock!

MAY 5, 2011

You also need marketing that connects with your current customers. In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience. It has to ROCK.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? The customer calls it “shopping elsewhere.”.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads the business unit dedicated to supporting and strengthening field service organizations, enabling them to deliver outstanding customer and employee experiences. How to sift through it all?

Management 41

Management Automotive Leadership Effort Score 41

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Sales won’t pass GO and collect until a customer is successful. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” They initially estimated there were around seven touchpoints for the customer across the organization that affect Customer Experience.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Stella Connect

APRIL 17, 2018

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you seize the opportunities group training affords, you’ll go a long way toward building a more cohesive, customer-centric call center culture—something that will shine through in every customer interaction. Here’s how to start laying that new cultural foundation, brick by brick.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Michel Falcon Experience

JULY 17, 2015

Increasing customer retention rates by 5% increases profits by 25% to 95% (Harvard Business Review). A 10% rise in customer retention yields a 30% increase in the value of the company (Bain and Company). I always audit the employee experience first. Secret #4 – You need to create your own education.

Industry 60

Industry eBook Employee Experience System 60

Bold360

DECEMBER 1, 2016

Given that enterprises must become customer-centric from the outside in, customer experience software must unify the customer journey and empower users – including non-technical personnel – to work effectively. Providing a great customer experience is first a function of culture. Mark Reuter.

Software 40

Software Customer Experience Company CRM 40