3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Guest Post by Robert C.

Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

ijgolding

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! This is partly due to the fact that Customer Experience is still in its relative infancy as a profession. Tell the story of customers’ lives.

How to Connect Your Employees to Your Customers and Company Mission

Customer Bliss

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. The case was centered around what the company needed to do to drive employee and customer ownership. Connect Employees to the Customer.

What is Customer Centricity DNA?

ClearAction

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Your customers’ success is your success.

Improving Customer Experience Management in a State Government Agency

Customer Bliss

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. They needed a better understanding of who their customers were and how to define them, which is essential to your business.

Acquisition Addiction’s Impact on Customer Experience ROI

ClearAction

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Forty-four percent of companies don’t know their customer turnover rate. Creating & keeping a customer (i.e.

ROI 62

What? Another Blog?

MaritzCX

Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View ArticleJust when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack.

What? Another Blog?

MaritzCX

Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View ArticleJust when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack.

What? Another Blog?

MaritzCX

Maritz Research launched its first blog, CoreCustomerMetric back in 2006. Led by Randy Brandt, our VP of Customer Experience and Loyalty, View ArticleJust when you thought it was safe to venture online again, another research company has launched (re-launched) a marketing research blog. We’re not new to this. In fact, we’re way ahead of the pack.

What is Customer Centricity DNA?

ClearAction

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Your customers’ success is your success.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. Motivating Customer Experience Improvement. Making Meaning Out of Customer Centricity.

7 things you should know about Customer Intelligence Summit keynote speaker Jeanne Bliss

Vision Critical

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Customer Intelligence Customer Intelligence Summit VC Summit

They say elephants never forget… but what about customers?

ijgolding

They reported in 2006 in the Proceedings of the National Academy of Sciences USA that elephants, like the other mammals in that exclusive circle, are the only animals known to recognize their reflections in a mirror. There will always be scenarios where customers feel hard done by.

Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

Customer service—now that’s a dying art.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be. Customers have outlets (Twitter, Yelp, TripAdvisor, Amazon reviews) that they previously lacked. Customer Service

Black Friday Shopping Brings Out The Worst In Us

Steve DiGioia

…no wonder why customer service is so bad – my rant! Customer Service black friday Black Friday Shopping Brings Out The Worst In Us customer service trainingThis original article was written by Steve DiGioia.

Report 223

Top women CXOs

CloudCherry

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

ROI 168

CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information

Michelli Experience

It is this “same logic” that drew my support for the chief customer officer (CCO) concept around 2006. For historical reference, the first customer officer, Jack Chambers, was appointed in 1999 at Texas New Mexico Power but the role didn’t gain significant visibility for many of us until at least 2003, when a small but impressive group of CCO’s began to surface (e.g.

What is the best way to prevent customer failures?

Arie Goldshlager

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely. Please note particularly: “ Research indicates that about one-third of all service problems are caused by the customer.

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

Chattermill

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. customer experience. What can we learn from Netflix's attention to customer experience? The ultimate example of a company disrupting an industry with customer experience?

4 Ways Twitter Has Impacted Business

Think Customers

Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 Customer Experience Customer Engagement Customer Service Social Media customerexperience customerservice omnichannelengagement socialmediaengagement twittersbirthdayLast Monday, Twitter celebrated its 10th birthday.

58 Incredible and Interesting Twitter Stats and Statistics

Brandwatch CX

Twitter was created in March 2006 by Jack Dorsey, Evan Williams, Biz Stone, and Noah Glass and launched in July 2006. Jack Dorsey sent the first ever Tweet on 21 Mar 2006. Jack (@jack) 21 March 2006. increase in customer service conversations on Twitter.

Brands 109

How YETI Stays Ahead with Feedback

GetFeedback

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it.

You want talent, but can you manage it?

CX University

For a deeper discussion of listening, see Top Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? ). The USPTO has grown by more than 50% since 2006 and so is represented by multiple generations.

ParkWhiz Lines Up Talkdesk to Drive Improved Customer Experience

Talkdesk

ParkWhiz , headquartered in Chicago, was founded in 2006 with the mission to free drivers from the hassles of everyday travel by making it faster and easier for users to find, reserve and pay for parking at thousands of locations. With over one million daily parking searches on their platform, it’s important for ParkWhiz to provide amazing customer experiences and empower their users to find the best parking for their needs.

J.W. Marriott’s approach to serving customers

Customer Enthusiast

Keep in mind that Mr. Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers. Finally, he recognized that exceptional customer service doesn’t happen by chance. customer J.W.

Revisiting Convenience – Lessons from H20

Michelli Experience

Carbonated soft-drink per-capita consumption exceeded 50 gallons as recently as 2006. Back to the business and customer experience lessons of bottled water…There are few products more ordinary or readily available in countries like the United States than water. Removing pain from the life of your customer. Helping your customer achieve health or pleasure. I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle.

Trends 186

Customer Service Focus Fuels Unprecedented Growth for Synergy Automotive

CSM Magazine

Attributing this to striving for excellence in customer experience, the business has been awarded Gold Trusted Merchant status from the global feedback engine Feefo for achieving a 100 per cent customer service rating provided by over 500 customers in the last year Posting a £1.3

From Search To Performance: Meet The Modern Digital Ad Agencies

Forrester's Customer Insights

We first evaluated search marketing agencies in 2006, led by my colleague Shar VanBoskirk. Since then, we’ve done six Waves from 2006 to 2017. advertising agencies age of the customer B2C marketing digital agencies search marketing

Forget Working On The Customer Experience, Focus On Competition

Maz Iqbal

I say that the way to make a significant impact on the quality of the customer experience (as experienced by the customer) is for the organisation not to focus on improving the Customer Experience. To Improve The Customer Experience Ramp Up The Quality Of Competition.

Announcing my first book: The Hidden Power of Your Customers

Customers Rock!

And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. In fact, one of the reasons I started Customers Rock!

Loving Suppliers for Customer Experience Excellence

ClearAction

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege?

Who Tweeted It First: Customer Success Edition

Amity

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first. Customer Churn. Customer Health Score.

The Reasons Behind Apple’s Customer Loyalty and High NPS

Retently

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers.

NPS 105

How to Evolve Banking Customer Experiences for Survival

PeopleMetrics

In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.