Talkdesk

JANUARY 26, 2015

Each year our team makes a New Year’s Resolution to put the customer first, but that’s about as far as it goes. No one really knows what that means, or how to actually put the customer first. So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015.

How To 40

How To e-support Effort Score Tips 40

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. How responsive?

Customer Satisfaction 40

Customer Satisfaction Self Service Customer Centricity How To 40

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric?

Engagement 96

Engagement Customer Centricity How To Culture 96

PeopleMetrics

JANUARY 23, 2015

Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement. Are we turning CX inside-out in 2015? customer feedback leads to internal improvements). It takes grit.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Report : Lessons in CX Excellence, 2015. Report : Employee Engagement Benchmark Study, 2015.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

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. Earl knows how to enable people to get the best out of themselves. To others, it is completely unnecessary.

Customer Experience 120

Customer Experience Customer Centricity How To Engagement 120

Alida

AUGUST 3, 2016

Still unsure about attending the 2016 Customer Intelligence Summit? Tired of trying to convince your boss why you should join other customer-centric leaders in Chicago this September? Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015.

Customer Centricity 100

Customer Centricity Innovation Tips Insurance 100

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.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

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

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Alida

AUGUST 26, 2016

Here’s a look at the four different types of communities, the main advantages of each and our recommendations on how to get the most out of them. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. 4 types of online communities and the top benefits of each.

Social Media 100

Social Media How To Innovation Software 100

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Set clear priorities and guidelines, and empower executives to make customer-centric decisions based on prioritizing customers’ needs during a crisis. Customer service agents are key employees. At 8:50 a.m. Empower the front lines.

How To 104

How To Call Center Guidelines Social Media 104

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. "All On your marks…. Let's start ….

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Beyond Philosophy

JANUARY 12, 2015

You do not deliver the Customer Experience you design; your team delivers the Customer Experience. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. How to tell when you’ve lost touch. Never lose sight of your customer’s needs again with the help of GetFeedback.

CRM 207

CRM Social Media Customer Satisfaction Customer Centricity 207

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Strativity

MARCH 17, 2015

Learning how to reduce customer effort. Understanding how to anticipate customer’s needs and provide proactive solutions to meet them. Exploring the deployment of improved customer support tools, including upgraded self-service options and solutions to build an effective knowledge foundation.

Conference 40

Conference Connections Consumers Customer Journeys 40

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. Lets us fast forward to May 2015. I carried on as a happy Enterprise customer.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

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

SuiteCX

FEBRUARY 15, 2016

Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc. Consider the Employee Journey A GlassDoor study conducted in 2015 revealed that in the US “average hiring times grew from 12.6 suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Second to None

MAY 15, 2018

For example, Volkswagen, which was strategically and patiently nurturing its reputation as an environmentally conscious brand, suffered a heavy blow to its equity after the emissions scandal in 2015. How to measure brand equity? The post What Is Brand Equity and How to Measure It? distrust social media.

Measurement 59

Measurement Brands How To Social Media 59

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You hide operational difficulties from the Customer.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

SuiteCX

SEPTEMBER 25, 2015

Developing a comprehensive Customer Experience (CX) strategy is more difficult than you might expect, and there is a lot of noise in the marketplace as to how to do it right. Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 100

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. Customer-facing employees are not briefed on Marketing campaigns. Brand values have not been aligned with the Customer Experience.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

Customer Alignment

APRIL 25, 2017

“If I’d only known that being nice to customers was going to be so good for my business, I would have done it years ago.” So said Michael O’Leary, Ryanair’s CEO as profits jumped 66% in October 2015 following the implementation of a number of customer-led initiatives. Are we going to say sorry for our lack of customer service?

Customer Experience 40

Customer Experience Customer Journeys Leadership How To 40

SuiteCX

DECEMBER 20, 2015

As marketers, we are all focused on improving our customer experience and generating more revenue. Everyone talks about how important it is to invest in web, mobile and social media analytics. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc. Smart marketers don’t stop there, however. What is their ideal experience?

Data 100

Data Strategy Customer Experience Social Media 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. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

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. @KateNasser.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Seaton CX

FEBRUARY 19, 2024

Thoughts & Emotions The heart of a customer journey map is showing the thoughts and emotions of the customer as they go about their journey to accomplish their goal. When colleagues understand what customers are feeling and why, they’re able to empathize with them. Rodstrom, J., & Lucas, A.

Customer Journeys 59

Customer Journeys Customers Customer Experience Customer Centricity 59

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. It will be officially released on the 3rd October 2015.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Experience Investigators by 360Connext

DECEMBER 11, 2014

A good customer experience strategy is totally dependent on the internal culture of an organization. The right people understand how to deliver a customer experience that’s meaningful. Understanding your customer experience mission will help you find these people. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Talkdesk

DECEMBER 8, 2015

This seemingly challenging attitude actually helps the marketplace, forcing companies to put a focus on customer service excellence. Want to learn how to better meet the needs of your modern customer base? How to Maintain Top-Notch Customer Service While Your Company Rapidly Grows. Forbes || December 2, 2015.

Customer Service 40

Customer Service Customer Centricity Customer Service Representative Contact Center 40

SuiteCX

NOVEMBER 3, 2015

But how do you ensure the investment you place in CX will be well spent? Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. How do you ensure that it is delivered consistently across all your delivery channels? suitecx ©2015, suitecx Inc. from 2014 to 2019.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

West Monroe

NOVEMBER 28, 2022

In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of 4 companies who are getting it right. We thought it would come true in 2014 or 2015.

Customer Centricity 52

Customer Centricity Technology Call Center System 52