Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Yet there’s no real strategy. If you have customers, they are having an experience. They have a vision and build strategies and tactics to get there. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

SuiteCX

NOVEMBER 3, 2015

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

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Strativity

OCTOBER 31, 2014

October 2014 News & Insights. Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Sign up to watch Lior Arussy’s presentation from The Conference Board’s 2014 Change Management Conference. November 17, 2014.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

SaleMove

MAY 8, 2018

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. 89% of companies expect to compete on the basis of customer experience in the near future.

Omni-Channel 40

Omni-Channel Strategy Customer Journeys Customer Centricity 40

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Maz Iqbal

DECEMBER 30, 2014

So in this final conversation of 2014, I want to share with you my thoughts on what it takes to become great; greatness necessarily involves effecting significant and substantial change. How has all the strategy stuff worked out? Or the customer journey mapping? Further, I say that the future is not already made.

Leadership 59

Leadership Customer Philosophy Customer Journeys CRM 59

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck. Meet your customers where they are in their journey.

How To 248

How To Case Study Industry Customers 248

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. But how do you measure the effectiveness of your customer success team and their playbooks?

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 20, 2020

As a result of the insights and resultant playbooks, the customer success team continually drives business outcomes for their clients at scale and in a proactive manner. This stage is the height of customer success maturity where the entire organization becomes customer-centric. Identify triggers for those moments.

Customer Success 52

Customer Success Data Engagement Effort Score 52

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. The real purpose of a business is to create (and nurture) a customer.

Company 80

Company Culture Employee Experience Leadership 80

Second to None

APRIL 9, 2018

As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. Mobile is the glue that holds it all together.”.

Brands 54

Brands Retail Loyalty Fashion 54

ClearAction

MARCH 21, 2017

As you explore the following descriptions of these 3 monumental factors, consider the degree to which they are embraced in your organization’s strategy. 1) Customer Insight & Foresight. The need for this foundational lever is readily seen in mis-matches between strategy and execution. 2 Forrester Research, 2012.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ClearAction

MARCH 21, 2017

As you explore the following descriptions of these 3 monumental factors, consider the degree to which they are embraced in your organization’s strategy. 1) Customer Insight & Foresight. The need for this foundational lever is readily seen in mis-matches between strategy and execution. 2 Forrester Research, 2012.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Retently

MAY 9, 2024

When these businesses finally turn their attention to customer retention, it often takes a backseat to chasing new leads. Keeping your existing customers happy should be at the heart of your growth strategy – not an afterthought. Why is B2B Customer Retention Important? This approach can be a big mistake.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn: [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Natalie Petouhof

MAY 25, 2016

After a home fire struck one of Stagg’s relatives in 2014, the co-founders realized the shortcomings of existing smoke detectors and set out to build the world’s safest and smartest smoke alarms. Market-leading and early adopter organizations must account for how IoT initiatives deliver a customer- centric experience.

Innovation 45

Innovation Connections Analysis Leadership 45

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

AUGUST 11, 2015

British Gas as part of your mission statement, you say ‘Everything we do is about proving affordable, hassle free service, to keep British homes and businesses running smoothly’ I beg to differ and here is why… We were delighted upon moving to our new house in September 2014-a new start our family and a new baby on the way.

Industry 120

Industry Customer Experience Customers Customer Retention 120

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

JUNE 25, 2018

Entitled, ‘Exceeding Customer Expectations’, the book claims to be able to share the following : What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? Drawing upon the time-tested strategies that have propelled Enterprise from a single location in St.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Wootric CX Blog

MAY 12, 2020

When it becomes a firehose, you are ready for text analytics to tell you what your customers are feeling and what they care most about. . In 2014, Airbnb increased bookings from their referral program by more than 300% per day. The second school says to ask NPS at major milestones in the customer journey (e.g.,

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

CX University

FEBRUARY 20, 2018

Until maybe 20 years ago, people were fine with businesses that were in it for efficiency and strategy. Andrew Carnegie didn’t need to worry about maintaining above-average customer satisfaction. In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%. Final Thoughts.

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68

Martin Hill-Wilson

MAY 27, 2015

Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia). Do you know how fast your customers are adopting new digital behaviour? If so, are your customer journeys calibrated to meet that expectation? From 30 minutes in 2005 to nearly two and a half hours in 2014.

Self Service 40

Self Service Social Media Multi-Channel Consumers 40

CX University

JANUARY 30, 2018

In the last decade, mastery in customer satisfaction has delivered a CAGR of 15%. How to Get in Touch — and Stay in Touch — with Customers. While a single initiative to understand customer journeys is laudable, this practice needs to be sustained over the long-term, or success will be temporary.

Customer Experience 61

Customer Experience Effort Score Customer Satisfaction Banking 61

Amity

OCTOBER 31, 2016

At the time, my role was to help organization's build marketing strategies, help them to execute those strategies, and to ensure their success. Because part of my role at Venture Accelerator Partners was to do our internal marketing, I would also regularly feature Uberflip content as part of our social media curation strategy.

Customer Success 0

Customer Success Customers Metrics Sales 0

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. (The

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Comm100

FEBRUARY 16, 2018

While shifts in customer service trends tend to happen gradually, by keeping an eye on what is changing – and what is staying the same – your business will always be up to date on the latest industry developments. Practice customer journey mapping to see where in their journey your customers are coming across friction.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102