Seaton CX

OCTOBER 19, 2022

If you want to cultivate a customer-centric culture, give people a reason to be interested. Their customer-centric future. Look how Steve Jobs, in his 2007 iPhone launch keynote, contrasts the smartphone of today with the iPhone of the future. Steve Jobs, iPhone Launch Speech, 2007. Once a quarter? Once a year?

How To 75

How To Customer Centricity Meeting Culture 75

Michelli Experience

JUNE 13, 2018

Through the years, I experienced the genius of Howard’s leadership firsthand as well as his amazing communication effectiveness, and passion for a commitment he shared with me, which is, “To change lives one cup at a time.” I am an avowed Howard Schultz fan who is honored to have personally experienced his leadership excellence.

Leadership 113

Leadership Retail Customer Experience Consulting 113

Quadient

SEPTEMBER 16, 2022

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. VP of Customer Transformation. Fri, 09/16/2022 - 19:19. Scott Draeger.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. I love this report – it really shows the bottom-line impact of customer experience.

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is Senior Vice President of Customer and Partner Experience at Northern Trust, based out of Chicago. Improving the partner and customer experience.

Chief Customer Officer 100

Chief Customer Officer Leadership Video Customer Experience 100

Gainsight

OCTOBER 5, 2021

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business. . Today’s leadership also obsesses over their customers with one key difference.

Customer Success 45

Customer Success Customers Sales Leadership 45

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Six Steps to Best-in-Class Customer Experience. You need to understand your brand and how it delivers value to your customers.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Are organisations really changing the way they treat customers and employees? Check out posts from other bloggers at the blog carnival.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

CSM Magazine

MARCH 23, 2021

Thoma Bravo announces strategic acquisition of Calabrio to accelerate company’s cloud-first customer experience Growth. Founded in 2007, Calabrio provides products and services to help companies streamline customer service, support and workforce management through cloud-first software systems. Accelerated Growth Path.

Customer Experience 52

Customer Experience Insurance Financial Software 52

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. A high degree of transparency that builds scale.

Leadership 52

Leadership Consulting System Marketing 52

West Monroe

MARCH 29, 2022

From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product. A high degree of transparency that builds scale.

Leadership 52

Leadership Consulting System Marketing 52

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. They desperately wished that executives would see the value of measuring and managing CX at an enterprise level but admitted their leadership just wasn''t thinking that way yet. customer experience maturity. But are they?

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Gainsight

AUGUST 24, 2020

You’ll find me in pursuit of that goal, whether it’s inventing customer success processes, facilitating a working session, managing my team, evolving my workout and meditation routine, or (to the aggravation of my fly-by-the-seat-of-his-pants husband) grocery shopping. Customer communications and surveys. KPI and Board reporting.

Meeting 52

Meeting Customer Success Software Consulting 52

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

ClearAction

NOVEMBER 13, 2014

Agile marketing organizations are able to adapt their marketing efforts, quickly and successfully, in response to changing customer behavior, market conditions and business direction to the benefit of improved market share or customer value.

Marketing 62

Marketing Study Government Analytics 62

CX Journey

MAY 19, 2016

2007-09-08 Today I'm pleased to share a guest post by Paul Laughlin. It seems that customer research is now often viewed as the poor relation to a more "modern" data analysis solution. The fact that market or customer research often still sits in a department from data and analytics teams can exacerbate the problem.

Analytics 105

Analytics Culture Data Customer Insights 105

CX Journey

NOVEMBER 15, 2017

All we have is the relationship around the values of the company and what we bring to the customer every day. Here are some examples, taking us back to the financial crisis of 2007-2008. And we all have to own it.” Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values?

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Education Services Group

FEBRUARY 14, 2021

How many CSMs would it take to walk each and every one of your new customers through a detailed tutorial of your product, one-on-one? Now, how many would it take if you grow your customer base by 50%? After all, isn’t quickly acquiring new customers a primary goal for most software providers? Would you like help?

Tools 52

Tools Software Engagement Video 52

Beyond Philosophy

MARCH 3, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This often minimizes customer selection of vendors. This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Michael Lowenstein, Ph.D.,

Consulting 60

Consulting Loyalty Advertising Analysis 60

C Space

JUNE 18, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Our entire leadership team is committed to accelerating our efforts to build a more inclusive, diverse and aware organization.” The question carries broader implications for the U.S.

Brands 52

Brands Guidelines Hospitality Government 52

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. But for fast-growing companies trying to scale their customer service teams, the costs are far too high. less than a decade after its inception in 2007.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Harvard Business Review Study [2].

ROI 54

ROI Study Financial Loyalty 54

Smith+co CX

MARCH 10, 2014

There is no doubt that 2014 will be the year when technology will potentially dominate the world of customer experience. Define why you exist, what you stand up for, and how you want to be distinctly different – in a way that customers will care about. And that requires aligned leadership. the list goes on…. Technology.

Multi-Channel 59

Multi-Channel Customer Experience Social Media Technology 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Harvard Business Review Study [2].

ROI 48

ROI Effort Score Study Financial 48

Magellan Solutions

JULY 11, 2022

Before the COVID-19 Global Pandemic, the world experienced the Global Recession during the years 2007-2009. In order to establish market leadership and expand into new markets, Cisco has effectively utilized partnership and outsourcing as strategies. Focus on core competencies and current customers. million jobs were lost.

Strategy 40

Strategy Financial Competitive Advantage Resources 40

Natalie Petouhof

MARCH 6, 2017

This is enticing because leaders want to know what they need to “do” to create and/or transform their culture and leadership to build a network of like-minded leaders and human capital that will attract customers for life and employees that are brand advocates. So Who Are Some of The Speakers? Will I See You There?

Culture 40

Culture Company Competitive Advantage Conference 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CloudCherry

MARCH 14, 2019

At CloudCherry, we believe customers are our backbone and value employees and influencers who make customers their top priority. The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business.

Hospitality 236

Hospitality Insurance B2C Groups 236

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year. Businesses with smaller audiences need to be very cautious around community endeavors (a best practice that we still caution potential customers with every day).

Gamification 40

Gamification B2B Guidelines Government 40