Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. How does that impact the overall company? Episode Overview.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

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

ijgolding

MAY 7, 2015

Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. My development as a Customer Experience specialist comes in a variety of forms. I personally believe that no-one ever becomes an expert.

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

ijgolding

JANUARY 15, 2016

In my experience, there are three main behaviours displayed by organisations that almost see Customer Experience more as ‘fiction’ rather than ‘fact’ – those behaviours are: 1. The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. On the 12th of February 2012, coincidentally, I will celebrate my 7th anniversary as an independent customer experience specialist. Finished the 9-5?

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

CSM Magazine

DECEMBER 10, 2019

So the year ahead will see all CX professionals invest much more in measurement, analysis and building the important ‘money stories’ to keep their customer programmes on track. Empowering the whole company. Customer feedback is managed by the customer insights team, right? Not exactly. Building trust.

Net Promoter Score 52

Net Promoter Score Effort Score Customer Centricity Feedback 52

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

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Other types of communities help companies generate direct revenue. “By

Social Media 0

Social Media Innovation ROI Feedback 0

Customer Bliss

MAY 17, 2016

For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader.

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. A Deep Dive Into Customer Experience.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

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

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 10, 2014

What the researchers found was that “ after controlling for other factors that drive repeat purchases in the transaction-based business (for example, how often the customer needs the type of goods and services that the company sells), customers who had the best past experiences spend 140% more compared to those who had the poorest past experience”.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

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

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Customer Guru

AUGUST 21, 2018

with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry is the co-author of the book “Outside In: The Power of Putting Customers at the Center of Your Business”. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

Gainsight

JANUARY 18, 2021

Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts. With over 9,000 customers, they have seen immense growth over the past ten years. All their organizations are structured and aligned with customer-centricity in mind. .

Innovation 52

Innovation Leadership Customer Centricity Sales 52

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 105

Customer Service Social Media Call Center Multi-Channel 105

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

Comm100

NOVEMBER 8, 2018

And customers themselves may be vocal about the need for new channels to be added. But doing this in a truly customer-centric way takes more thought than taking a tech-first approach. According to a 2012 Aberdeen Group Report , companies that use live chat save up to 50% or more on support costs versus other methods.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

SuiteCX

NOVEMBER 3, 2015

The Customer Experience (CX) field is growing, and companies are realizing that it makes clear business sense. For companies that practice CX, MarketsandMarkets.com predicts a compound annual growth rate (CAGR) of 17.3% Six Steps to Best-in-Class Customer Experience. Click here to view SlideShare. from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Maz Iqbal

JANUARY 11, 2015

In the process, customer analytics, CRM systems, customer loyalty programmes, NPS, and voice of the customer feedback have become firmly established in big business. Which companies have, through these and other ‘vehicles’, cultivating meaningful customer loyalty? Please name these companies.

Loyalty 48

Loyalty Customer Centricity Customer relationships NPS 48

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

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. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

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. All because deep roots were not established by understanding and respecting the company’s ecosystem.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

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

Amity

DECEMBER 20, 2013

Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. The last 12 months have been an intense and exhilarating ride!

Customer Centricity 48

Customer Centricity Customer Success Customer relationships Tips 48

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

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. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

ECXO

AUGUST 2, 2023

He is an acclaimed global author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Since then, he has helped hundreds of companies advance their CX initiatives and increase their ability to deliver value for clients. Through stories, that CX can become company-wide strategy 5.

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

NobelBiz

FEBRUARY 23, 2023

Overall, you can provide what your consumers want and establish the groundwork for a long-term, loyal connection between your company and its consumers. Data collection and tracking You may use CPaaS to track a customer’s journey and experience across several channels because it is a cloud platform that incorporates a variety of services.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Overall, you can provide what your consumers want and establish the groundwork for a long-term, loyal connection between your company and its consumers. Data collection and tracking You may use CPaaS to track a customer’s journey and experience across several channels because it is a cloud platform that incorporates a variety of services.

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

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