C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Customer Guru

JANUARY 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

Optimove

NOVEMBER 8, 2020

Amazon started as an online bookstore. But whether it takes 20 years or six months, there’s always a moment in time when you realize your company has evolved to a point you now need to update the way you talk about it. And you don’t want to miss it. And we did not let it go unnoticed.

CRM 52

CRM Brands Customer Centricity Customer Insights 52

ijgolding

APRIL 4, 2016

I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? Why is it so important for businesses today to focus on customer experience?

Data 120

Data Customer Experience Effort Score Measurement 120

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ won the award, and I thought I would share with you what they did well. Three Important Considerations for Employees When Improving Customer Experience.

Case Study 142

Case Study Employee Engagement Study Engagement 142

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B Company B2C Customer Centricity 95

Beyond Philosophy

SEPTEMBER 1, 2015

Amazon is in some hot water right now. The New York Times article appearing last Saturday has many people wondering if Amazon is the company they thought it was. Well, if you don’t like it the answer is simple: Find another job.) For my part, I don’t believe it’s as bad as all that. The troublemakers.

Culture 60

Culture Social Media Banking Employee Experience 60

C3Centricity

NOVEMBER 16, 2014

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? What has this got to do with your own customer service excellence? Call Centre Scripts.

Customer Service 120

Customer Service Connections Social Media Customer Centricity 120

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Competitors are never going to give you any money.”

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

SurveySparrow

MARCH 23, 2021

For example, someone who buys Apple products believes that it is of superior quality. Even a simple advert of it that says, “If you don’t have an iPhone, well, you don’t have an iPhone” is a classic way to make the users believe that it is an aspirational product. .

Strategy 52

Strategy Marketing Apparel Brands 52

C3Centricity

SEPTEMBER 12, 2016

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! You’re welcome. It is caring about how you can deliver customer delight.

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. But we believed this was what we should be doing.

Strategy 91

Strategy Resources Feedback Metrics 91

Optimove

DECEMBER 26, 2019

“The modern customer has a lot of options but not a lot of time,” opened Tom with a very catchy declaration, “and so we must make the shopping experience as easy as possible” – alluding to the “convenience=loyalty” equation. the customer)” THE LOVE YOU TECH.

Consumers 52

Consumers CRM Ecommerce Loyalty 52

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. Customers Feelings Are Facts.

Wait Times 52

Wait Times Net Promoter Score Hospitality Customers 52

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.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Kustomer

MAY 28, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Blake Morgan joins Gabe Larsen to discuss the importance of focusing on the customer and its role in attracting more customers. For the last 12 years, Blake has been in the customer service industry as either a practitioner or thought leader.

Culture 52

Culture Customers Competitive Advantage Innovation 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This is the list of the best 15 books I read during the last 15 months, and we hope you will enjoy them too. Practicality counts and this is an amazing progress comparing with previous years.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! You can see the individual country breakdowns at Statista.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

SurveySensum

JULY 20, 2023

Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. For instance, On a scale of 1-5, how would you rate your shopping experience with us? Did our product variety meet your needs? Yes/No Did you face any issues while shopping? Well, not so fast.

Retail 52

Retail Feedback How To Self Service 52

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 134

Customer Experience ROI Conference Engagement 134

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

Kustomer

APRIL 28, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Jochem van der Veer , the CEO of TheyDo , to learn more about what it means to be a journey-centric CX organization. Ensuring that your customers have a seamless experience is key to retaining loyalty.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Now that we’re on the same page, I could go deeper into our small research. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. Most companies are either product, sales or marketing-centric. I do believe that we lose focus on what’s most important.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Currency Alliance

DECEMBER 4, 2023

These topics should be of interest for all loyalty marketing professionals, but depending on where you are in your loyalty journey, they may still not be priorities if you still have basic requirements to get in order. You can skip down to those recommendations here.

Loyalty 59

Loyalty Trends Data Marketing 59

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Kustomer

AUGUST 27, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Vikas Bhambri, SVP of Sales and CX at Kustomer, 20 year CRM Contact Center Lifer, and Gabe’s partner in crime to make a big announcement. What used to be a luxury for a few extra dollars is now a necessity.

Self Service 52

Self Service Chatbots Retail Contact Center 52

Chattermill

JUNE 25, 2018

How Amazon is taking over the world by focusing on Customer Experience above all else. customer experience. Why CX will win the day and how Amazon is getting it done. A recent headline tells just how big Amazon has gotten: “Amazon Is Worth More Than Walmart, Costco, and Target Combined". And be patient.

Customer Experience 76

Customer Experience Retail e-support Airlines 76

ProProfs Chat

JULY 30, 2021

The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? Your brand is what other people say about you when you are not in the room.”.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Michel Falcon Experience

OCTOBER 15, 2014

My first ever customer service job was working at McDonalds when I was 13 years old. My most recent customer service position began in 2007 when I was working in a contact centre answering 100 calls/day and speaking to customers with different personality types , motivations and aversions. 40 hrs a week is a minimum.

Customer Service 155

Customer Service How To Airlines Study 155

SurveySparrow

JUNE 19, 2023

“Did you know that 86% of consumers are willing to pay more for a better customer service experience?” ” Yes, you read that right! Good customer service fulfills basic expectations, but great customer service ? What is Customer Service Experience? It’s so much more than that!

Customer Service 52

Customer Service Customer Experience Net Promoter Score Exceptional Customer Service 52

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60