Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW 2015 was no exception. Will they find your customer experience technology helpful, or creepy?

Technology 110

Technology Customer Experience Social Media Trends 110

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ijgolding

OCTOBER 3, 2016

What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Beyond Philosophy

NOVEMBER 26, 2014

The most Customer-centric companies share their campaigns with their team, particularly the customer-facing members before they go live, accompanied by training on how to deliver the principles advertised. Brand values have not been aligned with the Customer Experience. How to Make or Break Your Customer Experience.

Brands 129

Brands Advertising Customer Centricity Brand Values 129

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Customer Retention 154

Provide Support

FEBRUARY 9, 2016

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. Read more.

Infographics 40

Infographics Culture Customer Service Training 40

transcosmos Information Systems

FEBRUARY 13, 2018

While many were skeptical about this idea, Bezos proved them wrong when his company made actual drone deliveries for the first time to customers in the UK in December 2016. Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”.

Customer Care 84

Customer Care Policies Customer Centricity Customers 84

Talkdesk

AUGUST 30, 2015

Sometimes figuring out how to provide the right support to your customers can feel like trying to hold on to a bucking bronco. Here are a few insights we’ve wrangled this week to help inform your company’s customer service decisions. Your Customer-Focused Culture - Time to Renovate and Retrofit. August 23, 2015.

Call Center 40

Call Center Customer Service Representative Culture Customer Centricity 40

Grade.us

SEPTEMBER 12, 2018

If you're the first dealer in town to get a customer's specific dream car then there's a great chance you'll sell that car. To make the most of this feature, be sure to read the Cars.com literature on how to manage your inventory. It is more impressive than finding a dealership who hasn't posted since 2015, though.

Automotive 23

Automotive Industry How To Video 23

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. How to prevent it? It doesn’t.

Industry 100

Industry Culture Metrics Customer Centricity 100

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? 5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms!

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’. These employees know WHAT to do and HOW to do it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’. These employees know WHAT to do and HOW to do it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

CCO Council

MARCH 13, 2016

The goal of many customer experience (CX) initiatives is to make many of these business processes more palatable to customers. The goal of design thinking is to determine how to do away with some of these processes altogethe r and recreate the rest on balance between customer tasks and business needs.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Verint

NOVEMBER 8, 2017

The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expect this number to double by 2021. And financial institutions are no exception. Don't get left behind.

Banking 23

Banking Financial Communication Trends 23

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JUNE 22, 2021

To help make it easy and know what Customer Success courses are out there for you to take, we have compiled a list of our top five recommended courses for you to sign up for and start taking today from the comfort of your own home. . Customer Success – How to Understand Your Customers (Turn Listening into Fantastic Results).

Course 92

Course Customer Success e-support Video 92

Pointillist

MAY 23, 2018

It can provide quantitative key performance indicators (KPIs) along the paths that your most satisfied customers take, as they interact with your company across channels and over time. Handpicked Related Content: Make Your Journey Maps Measurable with Customer Journey Analytics. How to Maximize Your Journey Analytics ROI.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Vonage

NOVEMBER 24, 2015

The other pilot and the flight attendants seemed to be happier too, and as a result, they delivered an even higher level of customer service. The lesson is this: Just one friendly, outgoing, customer-focused employee can raise the bar for everyone. Anyone can be a leader when it comes to customer service.

Customer Service 120

Customer Service Airlines Customers Examples 120

ijgolding

JANUARY 5, 2015

Continually doing what you have always done is rarely a recipe for success – it is almost impossible to stand still as the world and the people who populate it (your employees and customers) constantly demand something different… something better.

Customer Experience 120

Customer Experience Innovation Measurement Customers 120

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

AUGUST 6, 2020

It teaches any marketer how they can work well with their sales team, which I think is such a powerful skill to have — and also how to create really strong content, keeping your customer, SEO, and the buying funnel in mind. From segmentation to design to analytics, the course will transform how you think about email marketing.

Course 114

Course Marketing Social Media Advertising 114

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Small Change Can Make a Difference.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Michel Falcon Experience

OCTOBER 21, 2015

Note: I would like to put together an exhaustive list of yearly customer experience events to share with my clients and email subscribers. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs . But I do recommend that it be integrated as part of your customer experience strategy. Not at all.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Survicate

MARCH 20, 2019

The result: a list of actionable tips & best practices that will guide you through the ins and outs of putting your customers first. Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide. Stay close to customer service, no matter how big your company grows. “

Tips 85

Tips Customer Centricity Social Media Insurance 85

Customer Guru

DECEMBER 13, 2017

Employees don’t understand what good customer experience means. In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Half of all requests are those ‘how-to’ requests.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40