CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

Customer Centricity 54

Customer Centricity Multi-Channel Banking Comparison 54

Lumoa

MARCH 21, 2023

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. Want to know how to strengthen the customer relationship? “ “ Who should read it?

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Blake Morgan

FEBRUARY 22, 2023

If you want to jumpstart CX efforts across your company, there’s no better way than a customer experience keynote speaker. A customer experience keynote speaker brings their passion for customers and shares valuable case studies, best practices, insights, and motivation for your team.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. We all know happy employees make happy customers. You’re not a law firm.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Beyond Philosophy

JULY 14, 2015

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Reserve your spot today!

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Totango

FEBRUARY 14, 2020

Once a customer is ready to convert, they typically pass into the hands of the sales team , after which they are transferred to the team with whom they will build their longest relationship—the customer success team. Both teams contribute to customer loyalty , brand awareness, and customer-centric growth.

Customer Success 98

Customer Success Marketing Case Study Study 98

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. I’m often asked to define customer centricity.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

Blake Morgan

AUGUST 15, 2023

According to David, referred customers are very valuable and also become loyal ambassadors for the brand. Inspirato’s ability to track and manage its customer relationships is innovative, employing Salesforce as a real-time tracking mechanism from the very inception of its business model.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

NobelBiz

DECEMBER 19, 2023

The Role of Technology in Escalation In a call center, escalation management is a crucial process that ensures customer complaints or issues are resolved by a specialist, more experienced, or senior company representative. Read the case study or watch the video !

Call Center 105

Call Center Management Contact Center Wait Times 105

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Customer Success Operations Manager. Drive change.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

InteractionMetrics

JUNE 21, 2023

A Bain & Company veteran of more than 30 years, Markey is the co-inventor of NPS and created Bain’s approach to customer centricity. He recently wrote “ Are You Undervaluing Your Customers? “ and founded Bain’s Customer Strategy and Marketing practice. Register here !

Survey 52

Survey B2B Feedback NPS 52

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link].

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Gainsight

AUGUST 29, 2021

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But the reality is that the entire company can benefit from having a solid customer success strategy and a customer-centric mindset.

Customer Success 52

Customer Success Marketing Net Promoter Score Case Study 52

Amity

MAY 19, 2017

How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish? Here are some breathtaking examples of beautifully designed video case studies – time to get inspired! Parlor Skis: HubSpot Customer Success Story.

Video 57

Video Case Study Study Roadmap 57

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck. Consideration. Decision (and Beyond ).

How To 248

How To Case Study Industry Customers 248

NobelBiz

JANUARY 16, 2024

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

Tips 52

Tips Social Media Policies Case Study 52

SurveySparrow

SEPTEMBER 25, 2023

Customers can read detailed product descriptions, view images, and scroll through user reviews. Customer reviews, case studies, and transparent pricing can be valuable tools in this phase. Providing comprehensive information and addressing common queries can help potential customers make informed decisions in your favor.

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Second to None

MAY 8, 2018

Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales. Citing case studies and testimonials helps you drive your point home. Creating the Stage Two Customer Journey. It’s not entirely impossible that customers will skip this stage.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Win the Customer

JANUARY 4, 2016

Customer experience leaders and service professionals face an opportune time to take advantage in the recent shift towards customer-centricity and customer focus across all levels of organizations. To Smell… to predict, innovate, an anticipate what customers need. The Time for the Experience Impact is Now.

Customer Experience 52

Customer Experience Leadership Case Study Customer Relationship Management 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 5. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

inQuba

JUNE 21, 2022

The popular chat app, now an essential element of today’s CX toolkit, is the most popular app globally, and customer-centric businesses are adopting the channel to ensure value delivery at every step of the customer journey. Customer benefits, business benefits. CASE STUDY. Book a demo now. Book a demo.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

Russel Lolacher

JUNE 14, 2020

It’s not customer-centric. 1) Communicate with your customers and communicate again – informing your customers about any changes that may affect them is vital to maintaining trust and a relationship. It’s either laziness or intent to only serve the bottom line. WHAT SHOULD BE DONE.

Telecommunications 75

Telecommunications Customer Centricity Communication Customers 75

Optimove

SEPTEMBER 17, 2018

The Optimove Strategic Services Team combines tenfold that number of hours formulating data-driven customer marketing and monetization strategies – and they are now available to power your customer marketing operations. Case Study. Customer onboarding. contact-form-7]. How it Works. Churn reduction. VIP management.

CRM 40

CRM Customer Centricity Case Study Customer Retention 40

Totango

OCTOBER 13, 2020

Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. Customers who become advocates stimulate enterprise growth and drive value. B2B buyers have a complex and formal buying process, involving multiple people across departments.

Strategy 62

Strategy Effort Score B2B Customer Success 62

NobelBiz

JANUARY 23, 2024

CSaaS employs data not which helps uncover the narratives behind customer behaviors and preferences. This approach is less about the aggregation of data and more about the interpretation of what this data signifies in terms of customer relationships.

Contact Center 52

Contact Center Contact Center Software CRM Call Center 52

Beyond Philosophy

NOVEMBER 28, 2017

Moving up the Hierarchy, 5 of the emotions – Trusting, Valued, Cared For, Safe, and Focused – are more leveraging, actively contributing to building and sustaining customer relationships. 5) Recognize that company and product/service image and reputation are integral to customer perception of value.

B2C 83

B2C Banking B2B e-support 83

Beyond Philosophy

JULY 9, 2015

Join us at our webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Are Women Better at Building Customer Relationships and Loyalty?

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

SmartKarrot

JANUARY 20, 2023

Build an efficient customer success function, driving meaningful impact on customer satisfaction, retention, and overall revenue. Responsible and accountable for overall customer satisfaction and retention overseeing customer onboarding, account management, and expansion.

Customer Success 19

Customer Success Case Study Customer Satisfaction Government 19

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 5. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. 5. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Beyond Philosophy

AUGUST 4, 2015

They developed over the course of several years a culture at the company that put the Customer at the center of everything they did. One of the many things they employed over the years to do this was to show how everyone at the company was part of the Customer relationship through their My Customer program and Customer Experience training.

Culture 60

Culture Sales Net Promoter Score Case Study 60