Avaya

OCTOBER 25, 2017

Key service roles are more customer focused, and alternative channels improve engagement. For example, using HD video conferencing and screen sharing, customers can remotely complete the full, end-to-end sales application process with on-site specialists.

Banking 58

Banking Innovation Brands Self Service 58

Beyond Philosophy

JUNE 11, 2015

They build genuine passion for, and bonding with, the brand by creating a more human, emotional connection. Trader Joe’s does not have a customer loyalty program. Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Furthermore, find your first win and build upon it. I love that.

B2B 72

B2B Company B2C Customer Centricity 72

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

JANUARY 14, 2015

29% of B2B firms have established a single view of each customer across divisions and regions; 29% more are just starting this. One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. Nunwood wants to rewrite the book on what it means to provide an excellent CX.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

In addition to providing both free and multi-tier paid plans for individuals, Survey Monkey released large-scale options for enterprises in 2013, meaning you’re likely to find a plan — and a price point — that’s just right for your business’ size and needs. Nunwood wants to rewrite the book on what it means to provide an excellent CX.

Technology 40

Technology Customer Experience Consulting Survey 40

Pointillist

AUGUST 18, 2021

So, this is the real science of customer experience. If we don’t know what their connection is, then we need to do something differently, and don’t fear doing it differently, but stop and reassess. The thing that I worry about is how this affects customer experience professionals as a profession or discipline in itself?

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

SmartKarrot

MARCH 8, 2022

Emilia has won several accolades for her role in the Customer Success industry, including our ‘Top 50 Customer Success Influencers 2022’ list. The Vice President of Customer Success at Proton, Emily Garza, is a passionate, customer-focused strategist driven to prove customers with impactful and valuable experiences.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 3, 2023

Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. and 8.00, after which she fully focused on her paying job as an editorial assistant. As the platform grew, she left Vogue in 2013 to focus on creating a curated e-commerce platform for ‘Into the Gloss’.

Self Service 9

Self Service Customer Service Retail e-support 9

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23