Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. They communicate well.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

PeopleMetrics

MAY 12, 2015

Since 2013, Zappos has been working toward an organizational system known as Holacracy. For the sake of brevity, Holacracy is based on self-management, self-organization, and efficiency. Those familiar with online shopping or customer experience know Zappos is not a common company. A Call to Arms. We Do We, You Do You.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

Qualtrics

SEPTEMBER 17, 2019

In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I Jim’s reticence wasn’t because he doubted the power of CX – his experience at Farmers Insurance proved its impact – but because he knew there’d be challenges ahead.

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). You should start your customer experience improvement by: Building a complete and deep understanding of your customer base.

Banking 48

Banking Customer Experience How To Financial 48

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. But it’s better to start with a change management plan.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Doug Leather

MAY 15, 2014

As somebody who evangelises a customer-centric business model as one of the only ways of building meaningful competitive advantage for most organisations today, my assessment is that these priorities are a ‘step backwards.’ I am only reacting to the infographic. It requires the breakdown of silos and a change in the operating model.

Infographics 57

Infographics Customer Centricity ROI Competitive Advantage 57

PeopleMetrics

MAY 22, 2015

An Example of One Thing Analytics and Customer Experience Improvement. In 2013, an aviation service-support client asked us to diagnose problem sources in their customer experience. Customers were flagging two sources in particular: their Line Crew and Customer Service. How's this work in practice?

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48