Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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 Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Second to None

MAY 15, 2018

To put it in a nutshell, brand equity can be defined as a value of a brand in terms of how customers perceive that particular brand and feel about it based on their experiences with it. However, saying that brand equity and brand value are synonyms would be a simplification.

Measurement 59

Measurement Brands How To Social Media 59

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Delivery in Hours – Tailored to Fit Customer Needs.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

SmartKarrot

JANUARY 15, 2021

In 2015, venture capitalists began to popularize the Rule of 40 as a health check for SaaS companies. Increased profits also lead to better brand value and more spend on research, sales, development, and marketing. Customer-centric innovations. Creating customer centric solutions will also help beat the rule of 40.

Company 10

Company Financial Customer Centricity Metrics 10