Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.

Culture 102

Culture Customer Experience Loyalty Customer Engagement 102

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Meet Becky Lollar !

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . He will also discuss: Principles for successful cultural transformation. How to design and deploy cultural transformation – in less than a year! Have You Reached the Top of Customer Experience? . Click here to register.

CEM 52

CEM Culture CRM Innovation 52

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. If leadership treats employees as they would their customers, it sets the tone for the entire business.

Culture 52

Culture Training Customer Satisfaction Software 52

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues.

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Too many businesses worry about Shareholders first, automatically placing concerns for customers and employees lower down the list of priorities. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014.

Retail 290

Retail Financial Report Customer Retention 290

AskNicely

SEPTEMBER 4, 2018

announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth. AskNicely, Inc. About AskNicely.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

ROI 98

ROI Course Analysis Customer Experience Professionals 98

Customer Bliss

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” I’d agree.

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. Fast-forward to 2014 and things look a lot better in the world of CX. My concern is that these improved customer experiences won''t stay good over the next five years. Read more Categories: customer experience benchmarking.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. The customer experience (CX) space has experienced a similar trend. customer feedback leads to internal improvements).

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. People and culture. Member and customer experience.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

DECEMBER 23, 2014

Actions show how much the company considered the customer. Actions reflect back on the company — giving customers a glimpse of who they are as people. In 2014: What story emerged about who you are and what you value? Are your decisions compelling customers to tell others to try your products and services?

Culture 176

Culture Interaction Company Marketing 176

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more. Are You Ready for the Future of Customer Service?

Contact Center 136

Contact Center Gamification Retail Course 136

Strativity

JULY 18, 2014

. . July 2014 News . . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.

CEM 40

CEM Customer Experience Conference Employee Engagement 40

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. “What’s needed is a culture change for doctors and patients,” MCoy said, since unnecessary care creates a potential for harm. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ijgolding

DECEMBER 11, 2014

11th December 2014. By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. Norwegian’s website offers a wealth of insight into the strategy and culture of the business. Let the review commence! Date Review Conducted. Flights Experienced.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. Brand Promise : A brand promise is the expectations you set with your customers.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. I find extreme joy in coming across companies that decide to be real, decide with a clarity of purpose, and become a part of their customers lives. ” Now THIS is deciding to be real.

Retail 135

Retail Connections Culture Study 135

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. at Blue Ocean. Get Creative and Reward Team Achievements.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. But it’s critical.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

JULY 11, 2017

This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience Report Innovation 0

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Can you see how this relates to your customers? For our customers, right? businesses every year due to poor customer service. . $83 OK, a little Latin refresher to start off.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ijgolding

DECEMBER 1, 2017

I am guessing that it is your time with Homeserve that inspired your love for the world of Customer Experience? I published my first book – Foundations for Customer Centricity – in 2014. I have learned over the years that many companies say they want to ‘put the employee first’ – not the customer. Absolutely.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago.

Customer Success 129

Customer Success NPS Metrics Culture 129

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Shows that employee engagement is critical for customer experience. Report : B2B Customer Experience Best Practices.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

PeopleMetrics

AUGUST 14, 2014

But, one day, a customer service disaster could explode and go viral. This one customer service call is going to ruin my brand! This ''stay calm'' advice comes with a warning: it''s the lasting customer emotions you need to be concerned about. Go On, Tell Me All About This Customer Service Fail. Social media.

Social Media 93

Social Media Customer Centricity Culture Call Center 93

Experience Matters

MAY 12, 2015

Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. Companies have also achieved the best scores we’ve seen for two of our four core competencies, Employee Engagement and Customer Connectedness.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Rod shared how they learned about their customers in many ways, and then had to respect what they learned.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. What came first, Coronavirus or poor customer service? At the beginning of the pandemic customers understood the difficulties organisations were facing. 3 ways to improve customer service using Artificial Intelligence.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Alida

JUNE 5, 2017

For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives. Ultimately, CDOs need to leverage ongoing customer intelligence to inspire cultural and technological transformation and deliver value to the business.

Fashion 154

Fashion Retail Innovation Consumers 154

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged. The fact is when employees are happier, so are your Customers. On the other hand, Google has great employee engagement. What’s the problem?

Employee Engagement 164

Employee Engagement Engagement ROI Course 164