Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Gainsight

JULY 7, 2021

When Anthony Kennada , a friend and colleague in Phoenix pinged me about attending his company’s first conference on the topic of Customer Success, I jumped at the opportunity to attend. After all, the keynote was Geoffrey Moore, the brilliant author of Crossing the Chasm , one of the first business books I ever read.

Social Media 45

Social Media Conference NPS Customer Success 45

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

transcosmos Information Systems

NOVEMBER 6, 2018

In August 2018 , Apple became the first American public company to reach $1 trillion market value. Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Lesson #5: Obsessive customer focus.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

C Space

MARCH 12, 2020

The packages contain food, sanitisers and face masks, according to a post on Chinese social media site Weibo, and include an iPad to “facilitate children’s online learning or help pass the time during the prolonged stay at home”, as stated by a letter from Apple enclosed in each parcel. Looking for more Outside In thinking?

Brands 52

Brands Airlines Fashion Travel 52

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

C3Centricity

JUNE 28, 2018

If you like, you can book a complementary session with me here ). CMOs are no longer afraid to raise their voice or take a stand on political and social issues – because that’s how they connect and build trust with their customers. Are you or have you yourself been in exactly this situation? Tough isn’t it?

Marketing 149

Marketing Analysis Brands ROI 149

Kustomer

APRIL 15, 2021

Vikas uses the example of reps working from home without direct supervision that are telling customers to complain on social media because they don’t have the tools, permission, or training to properly help them. I’m partially kidding, but those are big books. Those books and all that research was a big team effort.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

C3Centricity

JUNE 28, 2018

If you like, you can book a complementary session with me here ). CMOs are no longer afraid to raise their voice or take a stand on political and social issues – because that’s how they connect and build trust with their customers. Are you or have you yourself been in exactly this situation? Tough isn’t it?

Marketing 136

Marketing Analysis Brands ROI 136

Lumoa

MAY 21, 2018

." - Jeff Bezos , CEO at Amazon But hold on in there, marketing doesn't (and shouldn't) manage the whole customer journey alone. Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Lumoa

MAY 21, 2018

We specifically asked them to list, which departments are responsible for Customer Experience in their companies in addition to the more usual suspects, i.e. their dedicated Customer Experience/ Success/ Support departments. Discover all the results of the survey in the State of Customer Experience in 2018.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

ijgolding

JUNE 25, 2018

Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! In 2007 (11 years ago by my calculations), Kirk Kazanjian famously wrote a book about Enterprise Rent a Car.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

C3Centricity

JULY 16, 2018

Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really? Who is your customer?

Social Media 120

Social Media Advertising Brands Course 120

ProProfs Chat

JULY 30, 2021

in the Q4 of 2018. Former CEO of McDonalds, Steve Easterbook confirms that brand perception is one factor that helped the company grow in the last quarter of 2018. Quality content in the form of in-depth blogs and comprehensive e-book sets you apart in the industry as thought leaders. McDonalds saw an increase in sales of 5.5%

Brands 111

Brands Net Promoter Score Social Media e-support 111

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

CSM Magazine

JULY 1, 2020

They are tasked with ensuring your customers get the best “bang for their buck” and leave your organization with a longing to return and spend more money. If you truly wish to take care of your customers and have a customer-centric business, then a director of customer experience is key. Exceed Expectations.

Company 52

Company Customer Experience Hotels Culture 52

Chattermill

NOVEMBER 4, 2018

on 5 Nov 2018. Customer Experience. The post aims to give the reader a gentle overview of NLP, ML and Deep Learning and make the connection of how it can be applied in the context of customer experience and support. For example, this technology can analyse tickets to learn why a customer needs support in the first place.

Strategy 76

Strategy Social Media Analytics Analysis 76

LiveChat

JULY 24, 2018

billion in 2018 to USD 15.28 Win customers with cognitive solutions. In order to implement a powerful customer-centric strategy that can enhance customer experience, brands need to extensively implement automation and innovative cognitive technologies. billion by 2023. Billion by 2027.

Customer Experience 28

Customer Experience How To Multi-Channel Social Media 28

Currency Alliance

DECEMBER 4, 2023

It’s tempting for a coalition operator to become greedy and use its position to command a disproportionate amount of the customer value. This undermines loyalty; it’s a strategy that sank Plenti – American Express’s attempt at a coalition – in 2018. If AI can reduce your mistakes from.1%

Loyalty 59

Loyalty Trends Data Marketing 59

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Customer Centricity. Google is my best friend!

Customer Centricity 168

Customer Centricity How To Customer Satisfaction Social Media 168

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

C3Centricity

NOVEMBER 21, 2018

Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018. What has changed during 2018 is marketing’s deeper awareness of, if not complete adherence to, what customers like and dislike. CUSTOMER CENTRICITY. So what do you think?

Brands 192

Brands Customer Centricity Customer Journeys Consumers 192