Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Crack the Customer Code.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

SuiteCX

FEBRUARY 15, 2016

Often, however, once the map is completed and hanging on the wall, most organizations simply go back to their day-‐to-day, and much of the powerful insight and energy dissipates. Participants value the exercise, but they don’t know how to apply it in a practical, ongoing manner. days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. that is right….professional

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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. But how do you ensure the investment you place in CX will be well spent? Six Steps to Best-in-Class Customer Experience. Six Steps to Best-‐In-‐Class Customer Experience Crea?ng

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CSM Practice

FEBRUARY 12, 2020

Irit Eizips is a Customer Success thought leader whose mission is helping startups to Fortune 100 enterprises, establish a proactive and scalable customer success practice. Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy.

Strategy 52

Strategy Data Customer Success Customer Centricity 52

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. Be clear about how to earn variable compensation and who is eligible to receive it. 2. Base + BonusPlan.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. 1 UK Attraction ” on Thursday, October 30th 2014.

Leadership 154

Leadership CEM Sports Hotels 154

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. Best Practices for Variable Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Customer Success 126

Customer Success Management Metrics Effort Score 126

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping. What is Customer Journey Mapping Anyway?

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

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. It's time to improve and to deliver a great customer experience. Tis the season.

Company 80

Company Culture Employee Experience Leadership 80

Horizon CX

DECEMBER 31, 2018

But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? There’s enough “how to” out there to sink a ship, but not enough about the “why.” In the words of Simon Sinek, “People don’t buy WHAT you do; they buy WHY you do it.”.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. I call that One-Company Leadership.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

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. Improve Communication.

Customer Success 52

Customer Success Data Engagement Effort Score 52

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. The global pandemic has led to a shifted relationship between businesses and their customers.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 60

Leadership Sports Hotels Social Media 60

CX University

APRIL 12, 2018

CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. In the last decade, through the Great Recession, mastery in customer experience has delivered a CAGR of 15%. Ever taken a summer road trip? Things have changed, big-time.

Course 40

Course Travel Customer Satisfaction Study 40

Second to None

APRIL 9, 2018

Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. The company had to take a step back and consider how the customer today shops, and then realign itself accordingly. The decision was a sign of the times, said Laughton.

Brands 54

Brands Retail Loyalty Fashion 54

Gainsight

MAY 7, 2019

SC Moatti will share best practices for accelerating growth in her session, “How to Unlock New Sources of Business Growth.”. In 2014, he founded the Lean Product Silicon Valley community which has over 7,800 members who gather monthly to discuss how to apply Olsen’s principles when building products. REGISTER NOW.

Industry 49

Industry Conference Consulting Software 49

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).

Self Service 60

Self Service Exercises Analysis Call Center 60

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Vonage

JULY 29, 2015

Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

Elevio

APRIL 12, 2017

It wasn’t just their new take on adult clothing that made us want to interview them, but also their amazing view on customer support. Tell us a bit about your background and how Shinesty came about. Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. Our 90 NPS score, 9.9 CSAT, and 6.6

Effort Score 40

Effort Score Airlines Measurement Brands 40

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. 5 Customer Convenience Considerations (Before You Change Anything!). Customer or Company Mission? Customer Experience is…What, Exactly?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

ijgolding

JUNE 25, 2018

Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to: ? Actively seek out unsatisfied customers and quickly turn them into loyal fans. ? Develop methods to reduce costs and add value for your customers in every interaction. ? Hire smart people and train them from the ground up. ?Develop

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

SurveySensum

OCTOBER 27, 2020

In 2014, I started the first customer success consulting firm, CSM Practice. The company accelerates the profitable growth of both SaaS and on-premise software companies through the design and adoption of best in class customer success strategies, policies, and processes. This resulted in low to no budget for consulting work.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Beyond Philosophy

JUNE 9, 2015

This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer. When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. What do you think of Ryanair’s new Customer program?

Loyalty 60

Loyalty Loyalty Programs Airlines B2C 60

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. Self-Governance Is Larger than Customer Experience, Much Larger. Gartner: Stamford, CT, Q3 2014. Accessed Mar. Dignan, Aaron. “

Customer Experience 74

Customer Experience Government Policies Innovation 74

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 Brock Murray.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40