Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Added by Anne Reuss on Jan 31, 2014. Consider what this means.

Customer Service 110

Customer Service e-support Social Media Leadership 110

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. Customer experience'

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

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

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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

According to Temkin’s report, “We compared companies with above average employee engagement maturity with those with lower maturity and found that the leaders deliver better customer experience and also have better financial results than their counterparts.” days to 22.9

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? Leadership : It starts at the top. If you''ve got the wrong leadership in place, it''ll be really tough to steer the ship in the right direction. But, customers can''t control your internal decisions. Time to fix that.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

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

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

ijgolding

DECEMBER 1, 2017

I published my first book – Foundations for Customer Centricity – in 2014. I wanted to get a message out there – the essence of the message being, the further away you get from the customer, the more you get paid and the more important you become.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. Help everyone help your customers and make sure everyone wins when they work together.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them.

Culture 139

Culture Customer Service How To Policies 139

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Amazon : To be the earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

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

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

PeopleMetrics

JANUARY 30, 2015

In her speech from Co-Op’s Think 2014 conference , my colleague Kate related a quote from Forrester that goes something like this: To say that customer experience is the same thing as customer service is like saying the safety net is the trapeze act. Apologies and punishment don’t lead to customer-centric culture.

Customer Experience 48

Customer Experience Customer Centricity Culture Conference 48

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. The company was founded in 2014 and is headquartered in Sunnyvale, California. 2. Base + BonusPlan.

Customer Success 126

Customer Success Metrics Effort Score Customer Centricity 126

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

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

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. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Customer Success 126

Customer Success Management Metrics Effort Score 126

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

Customer Guru

MARCH 7, 2018

She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. The primary differentiator of UAE Exchange is its customer-centric approach.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

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. Two years later, it's still relevant! Tis the season. What did you do wrong this year?

Company 80

Company Culture Employee Experience Leadership 80

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.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

ClearAction

MARCH 21, 2017

Lack of freedom (read: trust) is a severe source of frustration and churn for employees and customers alike, and hence, a stumbling block to business performance impact of the 3 key customer culture factors. Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ijgolding

OCTOBER 2, 2017

The formation of the Customer Experience Professionals Association (CXPA) was truly a watershed moment for those of us who actually possess the skills and competencies to embed a sustainable focus on managing and improving the experiences customers have with organisations. It is my vocation.

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

Horizon CX

DECEMBER 31, 2018

The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is. Yet this critical step in CX maturity continues to elude some organizations.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 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

ClearAction

MARCH 21, 2017

Lack of freedom (read: trust) is a severe source of frustration and churn for employees and customers alike, and hence, a stumbling block to business performance impact of the 3 key customer culture factors. Business Performance Leadership. Mastery of these customer culture factors and levers is not as hard as you think.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

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

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

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

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. Market Disruption has Exposed the Need for Experience Improvement.

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 60

Leadership Sports Hotels Social Media 60