Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

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

ClearAction

DECEMBER 11, 2018

She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. And the final part of this case study describes how Hootsuite increases Marketing impact by making use of these insights across all of Marketing’s functional areas.).

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

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

Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

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

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Michel Falcon Experience

SEPTEMBER 17, 2014

This post was inspired by an email I received from one of my email subscribers who asked, “How do I get my CEO to focus more on the customer?’ CEO’s either have customer centricity in their DNA or they don’t. My newsletter subscriber continued by asking, “How can I tell if my CEO is customer-centric?”

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

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. Jeff Bezos.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

RapportBoost

DECEMBER 10, 2018

I know Nate and Kaye got a few case studies about these topics to share. So, once again I would like to extend thanks to our sponsor; Talkdesk for making this happen and our guest speakers for today; Tony Medrano, Kaye Chapman and Nate Brown for showing us the top priorities in customer-centric contact centers.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Michel Falcon Experience

AUGUST 13, 2014

Remove yourself as an owner or employee and ask yourself, “Would I open this?” ” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. Earlier this year, a commercial real estate company reached out to me for my customer experience expertise.

Survey 147

Survey Net Promoter Score Case Study NPS 147

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

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? The Power of Customer-Centric Goals. How do you get them in line?

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

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

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. CASE STUDY. This is where WhatsApp has really succeeded. Book a demo now. Book a demo.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

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. And, of course, you do need outstanding customer service.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Beyond Philosophy

NOVEMBER 28, 2017

Creating advocacy-level emotions of pleasure and happiness requires staying on top of customer expectations by proactively engaging with them across multiple channels – Email, Website, In-store and more. Moreover, virtually any company can do experience lagniappe. 3) Overpromise and overdeliver, consistently, on experience.

B2C 83

B2C Banking B2B e-support 83

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

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. Be distinctive.

Brands 60

Brands Company Customer Experience Banking 60

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Here’s how to gain momentum as your organization responds to mandates and how to take intentional steps toward the future of customer-centric, cross-agency collaboration.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

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

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

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

ClearAction

AUGUST 6, 2019

Every group in Marketing is continually contributing to customer journey and persona insights. Every Marketing group is using customer journey and persona insights in daily decisions. Customer journey insights are used to improve and to guide the employee experience. Impact of Customer Insights.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Second to None

MARCH 26, 2018

Any Customer Experience platform will attempt to excel in these fields, because engaged and satisfied customers are consistently coming back to your brand, and usually bringing along their personal network. The brand goes out of its way to not make users feel like customers. 2) Giffgaff.

Consumers 54

Consumers How To User Experience Brands 54

Stella Connect

APRIL 17, 2018

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Make customer service training an ongoing effort. The post 29 Customer Service Training and Coaching Tips appeared first on StellaService.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

Stella Connect

APRIL 17, 2018

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Make customer service training an ongoing effort. The post 29 Customer Service Training and Coaching Tips appeared first on StellaService.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

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. I’m an advocate of technology to improve the customer experience.

Software 40

Software Customer Experience Company CRM 40