Customers Rock!

APRIL 14, 2010

Delivering Voice of the Customer to Enable Customer Delight and Financial Gains. I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Countless reports and case studies have proven this linkage. It’s harder than it sounds.

Social Media 154

Social Media Case Study Financial Banking 154

CX Journey

FEBRUARY 4, 2016

This quote is an abbreviated version of what Warren Buffet said to Charlie Rose in an interview about the financial meltdown of 2008: Charlie Rose asked: “Should wise people have known better?” We know the purpose of a business is to create and to nurture a customer. It might take a little longer, but it will happen.

Innovation 80

Innovation Financial Culture Advertising 80

Clicktools

JANUARY 27, 2017

Fred Reichheld’s Net Promoter Score (NPS), the first and most widely known survey methodology, determines customer loyalty. This method was certainly instrumental in the wider adoption and popularity of customer-centric strategies, but NPS has also been widely criticized. Customer Effort Score (CES).

NPS 49

NPS Net Promoter Score Survey Effort Score 49

Wootric CX Blog

FEBRUARY 14, 2019

Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value and loyalty. Lisa Abbott. Rachel English. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. In 2008, Woolworths left a huge hole in high streets all over Britain – it had completely failed to remain relevant to the consumer and ceased to be a viable business.

Case Study 120

Case Study Financial Retail Social Media 120

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. See the math problem here?

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Here are some examples to put things in perspective: .

Trends 62

Trends Customer Experience Chatbots Contact Center 62

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Company 48

Company Customer Experience Social Media Customer Journeys 48

SurveySensum

JANUARY 15, 2024

Businesses must actively manage their online reputation to attract these customers. The effect of these reviews extends beyond individual purchases and shifts brand perception and customer loyalty. All these steps create customer-centric business practices for a more democratized market.

Consumers 59

Consumers Social Media Brands Strategy 59

Bold360

DECEMBER 1, 2016

Chip Bell is a customer loyalty expert and author. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! If they don’t, they run the risk of the competition getting ahead by optimizing for the customer more efficiently and effectively.

Software 40

Software Customer Experience Company CRM 40