Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

JULY 11, 2017

Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization. We gained deeper insight into the customer perspective of how these programs are designed and implemented.

Gamification 35

Gamification Employee Engagement CRM Sales 35

Forrester

APRIL 6, 2015

If it''s not a transformation to make the company more customer-focused , you''re making a mistake. Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. What''s the top imperative at your company?

B2B 40

B2B Banking Measurement Tips 40

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Irit is currently serving as the CEO for CSM Practice, a global customer success management consulting firm.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Oracle

JANUARY 13, 2020

With a mission to develop a process to empower associates to better serve customers, he’s prioritizing strategies like providing better compensation to key employees, putting experienced, long-time associates in front of customers more often, and keeping personally connected with employees in the field.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

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. Penney’s case, its core customers appreciated getting good deals through discount sales.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

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. with face-to-face collaboration capabilities.

Banking 58

Banking Innovation Brands Self Service 58

Beyond Philosophy

JUNE 11, 2015

The company doesn’t have, as a result, the ability to track, at household level, what customers are and aren’t purchasing in their stores. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals.

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

Helen Dewdney

AUGUST 9, 2019

In the three years from when King started, Sainsbury’s announced twelve consecutive quarters of sales growth. Its target of growing sales by £2.5 million was met three months ahead of schedule Despite the huge growth he found time to respond to customers. In 2012 he was responding to customers directly.

Case Study 56

Case Study Poor Customer Service Social Media Study 56

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. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

LiveChat

APRIL 3, 2017

That’s the kind of experience that’ll turn a regular customer into a loyal brand advocate. There’s no substitute for a great customer experience. Amazon has long invested heavily in creating the best possible customer experience for their community. Being customer-focused allows you to be more pioneering.”

e-support 51

e-support Retail Customer Service Representative Innovation 51

SurveySparrow

JANUARY 28, 2020

SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. But if that worked, would your customer experience be broken in the first place? SurveySparrow: Besides being its founder, you are also the Journey Mapper-in-Chief of Heart of the Customer.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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.

B2B 95

B2B Company B2C Customer Centricity 95

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Irene is also diversifying her work portfolio by working on a book called “Who Speaks for the Customer.”.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Irit Eizips.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21