2011 Culture Customer Centricity Leadership 
Experience Matters
SEPTEMBER 21, 2016
In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers.
Vonage
JULY 3, 2018
“If it’s a software company that has no idea if customers are churning, and it doesn’t track that KPI without me asking, it’s probably not a good sign,” she says. . True customer success is how you react when you make a mistake,” Kirk says. Creating a customer-centric culture. Success is also about mistakes.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
AUGUST 25, 2014
In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. ” All Day, Every Day, Stay Customer Centric. .”
Alida
JUNE 16, 2016
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. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.
Experience Investigators by 360Connext
JANUARY 7, 2015
One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Put customers front and center.
Experience Investigators by 360Connext
MAY 20, 2015
In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. These customers will feel anger whenever they see your brand represented and show that anger to the world. Their leadership team is made up of people who are working together and leaving egos at the door.
Customer Bliss
MAY 17, 2016
Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.
Expert insights. Personalized for you.
120 
Let's personalize your content