ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 49

Customer Centricity Loyalty Handbook Policies 49

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

MAY 17, 2016

Oftentimes, companies have ‘digital’ and ‘traditional operations’ as different silos. 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 Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Kerry Bodine

JULY 31, 2018

The person who asked this question pointed out that Don Norman has defined user experience this way: It encompasses all aspects of the end-user’s interaction with the company, it’s services, and its products.” I agree that UX, in theory, can be applied to any and all customer interactions.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ClearAction

JANUARY 12, 2022

“CEOs work to generate profits and return value to shareholders, but the best-run companies do more,” said Tricia Griffith, President and CEO of Progressive Corporation. They put the customer first and invest in their employees and communities. Self-reporting team recognition is quite powerful in evolving customer-centric culture.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. ” Encourage employees to focus on customer experiences and make each unique experience a part of the company culture.

Culture 68

Culture Call Center Customer Centricity Customer Satisfaction 68

Magellan Solutions

MARCH 16, 2017

These are the most common reasons why companies worldwide choose to work with call centers in the Philippines over anywhere else: Superior English communication skills. The Filipinos’ Business English skills actually bested other native English-speaking citizens’ in 2012. World-class hospitality and customer service.

Call Center 53

Call Center Government Fashion Customer Centricity 53

Magellan Solutions

OCTOBER 1, 2020

So why is it a great deal for companies around the world to outsource to the Philippines? The Philippines offers top-notch sales and customer support services at a lower cost as compared to the ones provided by other countries. Its cheaper labor rate helps companies to save a huge chunk of money. Improved focus and efficiency.

Call Center 52

Call Center Hospitality Culture Industry 52

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. I've been a member since 2012. Transforming the customer experience takes baby steps.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Every company’s ecosystem is unique. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Beyond Philosophy

DECEMBER 20, 2017

What I witnessed was a manager brow-beating a check-out clerk in front of customers because he only had one promotional button on his shirt. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. Follow us on linkedin here: [link] So who Joe Pine is?

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Qualtrics

JANUARY 28, 2019

In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. Does making a customer happy, make an employee happy? So what can you do to create a more sustainable model, whereby happy employees = happy customers, and happy customers = happy employees?

Customer Satisfaction 32

Customer Satisfaction Employee Experience Customer Centricity NPS 32

Talkdesk

SEPTEMBER 8, 2015

This week, as always, we’ve lassoed up some advice from around the web to help you improve your company’s customer service strategy. Want to be Customer-Centric? The benefits of having a workforce that is actively interested in the company they work for are obvious. Source: 2012 Global Customer Service Barometer.

Call Center 40

Call Center Employee Engagement Customer Service Representative Customer Centricity 40

Beyond Philosophy

MARCH 19, 2015

As the job market becomes more competitive, it is possible that companies are putting more effort into engaging their current workers.” and, 2) Where’s the consistent proof for individual companies? To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action. correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

PeopleMetrics

JANUARY 28, 2021

I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I joined in 2012. So in the beginning, starting this company, it was very different than today.

Feedback 62

Feedback Customer Experience ROI Industry 62

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. And to do that, effective CMOs play a larger role, taking on additional responsibilities in areas as diverse as internal culture, talent, IT purchasing, and customer engagement. So just how long have you been in your position?

Marketing 149

Marketing Analysis Brands ROI 149

C3Centricity

NOVEMBER 15, 2015

Stories exist in all cultures. Amongst the most popular talks on the topic of storytelling, “ The Clue to a great story ” was given in February 2012 by Andrew Stanton. Whereas in the past, disappointed customers may have told ten others, today it is estimated to be closer to ten million, thanks to social media!

e-support 120

e-support Brands Connections Consumers 120

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. And to do that, effective CMOs play a larger role, taking on additional responsibilities in areas as diverse as internal culture, talent, IT purchasing, and customer engagement. So just how long have you been in your position?

Marketing 136

Marketing Analysis Brands ROI 136

Amity

FEBRUARY 10, 2017

Our mission was to own and manage the customer’s post-sales attempts and efforts to achieve success with our company’s solutions. That was my first formal exposure to Customer Success. Oracle as a company is thinking of the Customer from an end-to-end point of view: from prospects to mature users.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

ChurnZero

FEBRUARY 1, 2019

In this role, he leads all aspects of Ellucain’s global Customer Success, Professional Services, and Technology Management organization. Francesca Cruz, Vice President, Customer Success, IZEA. Dave Ginsburg, Chief Customer Officer, UserTesting. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Service Untitled

APRIL 11, 2012

Boyfriends, husbands, and significant others complained about flowers not arriving, damaged products, hundreds of botched deliveries, and an acute shortage of customer service personnel. Only a few dissatisfied customers ever received an answer on that ominous February 14th. photo by: FlowersByMeredith.

Customer Service 46

Customer Service Customer Satisfaction Customer Centricity Customers 46

Service Untitled

APRIL 10, 2012

Boyfriends, husbands, and significant others complained about flowers not arriving, damaged products, hundreds of botched deliveries, and an acute shortage of customer service personnel. Only a few dissatisfied customers ever received an answer on that ominous February 14th. photo by: FlowersByMeredith.

Customer Service 43

Customer Service Customer Satisfaction Customer Centricity Customers 43

Currency Alliance

MAY 9, 2019

The rapid evolution of the supply chain has allowed a few exciting technology companies to grow fast in recent years, unencumbered by irritants such as competitors, defined standards, and complex legacy priorities and business practices. In reality, few examples exist of companies that produce this magic. This phase won’t last.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Amity

OCTOBER 31, 2016

Amity sat down with Sam Brennand , VP, Customer Success at Uberflip, to discuss Uberflip's company-wide culture of Customer Success, the growth and segmentation of his team, and the ways in which they consistently create value for their customers. Can you tell us about your responsibilities at Uberflip?

Customer Success 0

Customer Success Customers Metrics Sales 0