ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. I started EarlyBridge in 2004. We’re a small company specialised in customer insights, CX consulting and training/change management. A role in customer experience sounds sexy but it’s hard work to prove value.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Fosters a Company-Wide Customer-Centric Culture.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

SEPTEMBER 6, 2018

Before adopting NPS in 2004, each department had its own metrics, although they didn’t help improve customer loyalty. Still today, NPS is integrated into Symantec’s business, and a big part of its customer-centric culture. When Allianz adopted NPS, there was a high customer acceptance of the survey.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54