Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. measurement.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice?

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

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

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. How to Get a Deeper Understanding of Your Customers for 2016. suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

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. Employee engagement is a proven driver of revenue, quality, productivity and customer satisfaction.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

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 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. This budget is earmarked to exceed Customer Expectations.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.

Report 229

Report Customer Experience Customer Centricity Fashion 229

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? One in five said that social media sentiment was their only measure.

Engagement 96

Engagement Customer Centricity How To Culture 96

ijgolding

JANUARY 10, 2017

As I have been quoted as saying many times in the past, measurement is one of the most important competencies of all when it comes to the art of embedding a customer centric culture. Measuring business performance is just as important as measuring the perception of customers, employees, and operational capability.

Customer Experience 120

Customer Experience Financial Customer Centricity Measurement 120

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

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

BirdEye

AUGUST 29, 2023

The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction? FAQs about improving customer satisfaction Improve your reputation and engage more customers with the right platform What is customer satisfaction?

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential What are some governance models CX teams are using to manage their journey mapping efforts? Collaboration across locations. Common mapping technology . Common metrics and training. Level of maturity.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. 2015 alone could be described as their ‘annus horribillus’: They posted a loss of £48m for the first nine months of 2015. They lost around 200,000 UK customers in 2015. Inside a BHS store.

Case Study 120

Case Study Financial Retail Social Media 120

Lumoa

NOVEMBER 29, 2021

Forrester’s report “Customer Experience Drives Revenue Growth” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

ROI 259

ROI Customer Experience NPS Financial 259

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

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. 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 it’s clear that the opportunity to convert non-believers to customer-centricity still exists.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Seaton CX

FEBRUARY 19, 2024

Customer Goal The second element you must include on your customer journey map is the customer’s goal—what your customer is trying to accomplish on this journey. The customer goal is critical because that’s how the customer will measure the success of the journey.

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

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

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

SuiteCX

SEPTEMBER 25, 2015

Customer Experience: Getting past the Barriers to Success. suitecx ©2015, suitecx Inc. suitecx ©2015, suitecx Inc. Focus on business outcomes rather than task completion. Revisit your customer journey periodically to measure success against the original baseline.

Customer Journeys 100

Customer Journeys Customer Experience Leadership Metrics 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

Eptica

JUNE 11, 2020

He who loves practice without theory is like the sailor who boards ship without a rudder and compass and never knows where he may cast , Leonardo da Vinci Every customer service team needs a long-term plan – along with the ability to measure how you are performing and the flexibility to change course if circumstances dictate.

Customer Service 72

Customer Service Customer Centricity Customer Satisfaction Omni-Channel 72

Wootric CX Blog

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Commit to ongoing measurement.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

SuiteCX

NOVEMBER 3, 2015

Six Steps to Best-in-Class Customer Experience. suitecx ©2015, suitecx Inc. Once purchased, if the product or service doesn’t live up to customer expectaAons, you will know it either by complaints or by customer churn. 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

MARCH 27, 2017

While this number dropped from 6,270 FDIC-Insured banks in September of 2015, total assets actually increased from $15.8 trillion in 2015 to $16.7 If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Bob Thompson. Hilary George-Parkin. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147