Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Verint

FEBRUARY 13, 2018

Engaging customers is no different. It’s the year when your approach to customer engagement can begin a monumental shift—in both process and technology—thanks to expanding innovation and the first waves of touted success using it. —remain essentially the same.

Customer Engagement 24

Customer Engagement Engagement Tips Innovation 24

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Jack MacKey Follow @jmackey5000.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Totango

FEBRUARY 11, 2022

Utilize the collaborative nature of the myriad of tools available to customer experience managers today to engage and empower customers. Pay attention to customer support tickets and identify any frequent customer service issues that need to be addressed.

B2B 109

B2B Customer Experience B2C Net Promoter Score 109

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. “The VoiceFoundry is passionate about customer experience.

Contact Center 40

Contact Center Connections Feedback Measurement 40

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Engage Non-Customer-Facing Roles.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

ReviewTrackers

JUNE 29, 2017

It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. You’ll also like: Understanding Customer Experience Management. The Beginner’s Guide to a Successful Customer Experience Survey. Best Customer Experience Companies.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Story-telling about customers’ realities at every opportunity is essential. Create a hand-in-glove experience.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

SEPTEMBER 27, 2018

Center Your C-Team on Customers : Corporate objectives must make it clear that customers’ well-being is your path toward growth. Regularly assess what’s at-odds or in-harmony with your customer experience objectives. Center Your Rituals on Customers : Put a customer-focus placeholder in the template for every ritual.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay!

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

OCTOBER 2, 2017

Attendees will learn from customer care industry experts about the best metrics to put in place to measure performance, how to align metrics to the voice of the customer, what metrics most affect the cost of running a contact center, and tips for making a contact center profitable and sustainable. destination CRM.com Webinar.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Verint

NOVEMBER 7, 2017

The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work together, at every level, to achieve success in these two critical, intrinsically bound areas?

Customer Centricity 30

Customer Centricity How To Resources Customer Engagement 30

Verint

AUGUST 28, 2017

I explained how public social networks and corporate-owned social communities are used to expand reach and improve customer engagement. In this blog, I’ll explore how these networks and communities—when used together—create a more comprehensive, consistent and satisfying customer experience.

Social Media 35

Social Media Customer Service Customer Engagement Engagement 35

Verint

OCTOBER 4, 2017

Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it. This award is for a technology vendor that best exemplifies innovation in applications and technologies that support customer engagement for any purpose.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

ClearAction

APRIL 3, 2015

Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. —@clearaction.

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? Trendy Customer Experience Management. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

ProProfs Chat

MAY 6, 2020

Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average. (Source: McKinsey ) Tweet this. This clarifies the relationship between customer engagement and experience easily. Customer Experience & Retention Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? Follow on Twitter: @Hyken.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

Verint

SEPTEMBER 21, 2017

Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

SEPTEMBER 22, 2017

In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

SEPTEMBER 5, 2017

I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world.

Analytics 61

Analytics Customer Experience Engagement Feedback 61

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

MAY 10, 2021

A good customer experience will have a positive impact on revenue. Some businesses only focus on sales and marketing leading to less focus on customer engagement. Investing in customer experience will boost customer success and customer retention rates. Top 10 Customer Experience Mistakes.

Customer Experience 11

Customer Experience Social Media Customer Centricity Culture 11

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob is the author of the best-selling book Hooked On Customers. Bob Thompson.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

BirdEye

DECEMBER 22, 2023

Business phone systems offer several benefits, including improved professionalism with custom greetings and extensions, enhanced productivity through features like call forwarding and conferencing, and better customer service with tools like auto-attendants and voicemail. Which kinds of businesses benefit most from a good phone system?

System 109

System Self Service Analytics Communication 109

Verint

AUGUST 4, 2017

Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice.

Leadership 41

Leadership Customer Centricity Culture Feedback 41