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 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ijgolding

MAY 21, 2018

Without needing to ‘break sweat’, customers would keep coming back for more. Many businesses could rely almost entirely on their brand name – believing that they had embedded themselves in the hearts of consumers, they could sit back and watch the money pouring in. Is it poor leadership? My book, ‘Customer What? –

Retail 186

Retail Leadership Case Study Financial 186

ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Is it poor leadership? and ‘how are we going to continue to make our purpose a reality?’; Is it fear of change?

Case Study 191

Case Study Retail Study Policies 191

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. It is important for executives to reorient how they view their customer service operations. Challenges for Executives. About the Author.

Self Service 80

Self Service Customer Service Gamification CRM 80

Talkdesk

AUGUST 19, 2016

With more than 304 million active customer accounts worldwide, Amazon knows that they need to cater to their customers by creating services that are user-friendly and by addressing complaints quickly, compassionately and in favor of the customer. Be Customer-Centric. The Most Important Skill is Listening.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 In customer experience, we consistently look at consumer data to inform our decisions and initiatives. percent more returns over the span of eight years.

Study 48

Study Financial Customer Centricity Employee Experience 48

Talkdesk

AUGUST 19, 2016

With more than 304 million active customer accounts worldwide, Amazon knows that they need to cater to their customers by creating services that are user-friendly and by addressing complaints quickly, compassionately and in favor of the customer. Be Customer-Centric. The Most Important Skill is Listening.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40