Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. Mark Musgrave, Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” ” To help accelerate the focus, we created our Engage Employees campaign. Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. This year did not disappoint.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Journeys Customer Centricity 120

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Vodafone – Visual engagement. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Experience Matters

JUNE 4, 2015

Comcast earned terrible ratings in both the 2015 Temkin Customer Service Ratings (last place out of 278 companies for the 2nd year in a row) and 2015 Temkin Experience Ratings (291st out of 293 companies). The breath of the issues demonstrate a very low level of customer experience maturity across the organization.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough? Those question are: 1) Really?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Mary, June 2015.

Customer Centricity 48

Customer Centricity Employee Engagement Exercises Insurance 48

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Beyond Philosophy

JANUARY 12, 2015

Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Customer Interactions

JULY 7, 2015

“The year of the employee,” is the title CX maestro Bruce Temkin gives to 2015 and most of this week’s authors will concur. Paradoxically, the more customer-centric a company seeks to be, the more it must focus on employee engagement and satisfaction.

Social Media 28

Social Media Customer Centricity Employee Engagement Engagement 28

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Think Customers

NOVEMBER 18, 2015

Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences.

Customer Centricity 40

Customer Centricity Culture Government Leadership 40

Beyond Philosophy

DECEMBER 22, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 161

Customer Experience Infographics Employee Engagement Customer Centricity 161

Michel Falcon Experience

OCTOBER 10, 2014

hour working in a call centre to charging up to $20,000 per speaking engagement and consult for several recognizable and admired companies. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first. How are you onboarding your newest employees?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

ijgolding

MAY 7, 2015

Working with the hugely broad array of industries that I do exposes me to a never ending view of the roller coaster rides that all companies experience in their efforts to become more Customer Centric. When it comes to transforming the Customer Experience, how engaged people are with change is no different.

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Vision Critical’s customer intelligence platform is an example.

Social Media 0

Social Media Innovation ROI Feedback 0

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Support communities enable members to offer product tips to other customers, helping companies reduce customer support costs. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 100

Social Media How To Innovation Software 100

ijgolding

SEPTEMBER 30, 2014

Every single member of every single team who played a part in continuing to improve their respective organisations are proving on a daily basis how important it is to become ever more customer centric. UK Customer Experience Award for Business Change or Transformation – Simplification.

Customer Experience 255

Customer Experience Groups Transportation Financial 255

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

transcosmos Information Systems

OCTOBER 22, 2015

If you are looking for resources to improve your customer service strategy, PeopleMetrics articles are written by customer experience management experts who live and breathe customer centricity everyday. Heart of the Customer. Create Distinction. Shep Hyken. Shep Hyken is still a favorite!

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

If you are looking for resources to improve your customer service strategy, PeopleMetrics articles are written by customer experience management experts who live and breathe customer centricity everyday. Heart of the Customer. Create Distinction. Shep Hyken. Shep Hyken is still a favorite!

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. It’s a never-ending hamster-wheel to entice engagement.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

OCTOBER 31, 2014

Visit our new landing pages that offer inspiring and informative content about customer experience, employee engagement, cultural transformation and more! . Coming February 2015 . Date: February 3-4, 2015. No employee likes change, which is the very obstacle to any change management program. Click to read.

Customer Journeys 52

Customer Journeys Conference Customer Centricity Employee Engagement 52

Talkdesk

JUNE 28, 2016

This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace? Here’s what we found: The Business Case for a Great Employee Experience. Darryl Villacorta || CMSwire.

Employee Experience 40

Employee Experience Customer Experience Social Media Employee Engagement 40