Beyond Philosophy

JANUARY 4, 2024

For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. Having a plan and doing the work is an excellent path to success, but I agree that sometimes luck plays a role, too. We did this on the podcast recently. The same thing is happening with AI.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Examples 110

Examples Tips How To Social Media 110

CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. What do you want your company culture to be like?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer Centricity 209

Customer Centricity e-support Leadership Measurement 209

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. At around 6 a.m. As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

Meeting 246

Meeting Culture Exercises Connections 246

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Software 105

Software Omni-Channel Social Media Analytics 105

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience. Where does this organizational magic come from?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage with your content. 9 Essentials of a Customer Centric Website.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I shared 6 key questions related to the importance of engaging your people in improvement activity.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. What unites these two amazing companies?

Customer Experience 246

Customer Experience NPS Metrics Customer Centricity 246

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Training Feedback 79

SurveySensum

DECEMBER 8, 2023

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases. What is a Customer-Centric Video?

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. But think again. Introduce yourself.

Healthcare 202

Healthcare Consumers Customer Service Company 202

C3Centricity

MAY 20, 2019

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. ” #2.

Industry 218

Industry Strategy Hospitality Hotels 218

SurveySparrow

JUNE 21, 2023

The cornerstone of success in today’s highly competitive corporate environment is about providing excellent client experiences. SurveySparrow compiled a list of 10 inspirational quotes to help you understand the value of excellent customer service and the influence that it has on business growth.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Michél Patterson from Maersk Line, the world’s largest shipping container company, was recently a guest on the podcast. It’s time for an update.

Net Promoter Score 78

Net Promoter Score Customer Centricity Course Examples 78

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. It costs five times more to sell to a new customer than to sell to a happy one. I’ve outlined an example here. But your best customers will also spend more on your brand!

ROI 195

ROI Customer Satisfaction How To Effort Score 195

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

SurveySensum

NOVEMBER 28, 2023

And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. But how to rectify it and utilize customer feedback to its true potential? Let’s find out!

Automotive 52

Automotive NPS Feedback Case Study 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

SurveySparrow

NOVEMBER 29, 2023

Studies even show that businesses with a clear product concept make customers happier! Some prioritize efficient production, while others center around consumer-centric marketing strategies. Creating a successful product concept begins with a clear understanding of your audience. What is a product concept?

Consumers 52

Consumers Innovation Loyalty User Experience 52

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . In 2022, and moving forward, simple fulfillment isn’t enough. No problem.

How To 130

How To Video Social Media Training 130

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. Unfortunately, this is not an isolated case of NPS gaming.

NPS 52

NPS Customer Centricity Survey Feedback 52

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Just like customers, no two employees are alike.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Exercises Social Media 90

Pink Guava

MARCH 23, 2021

What’s the right way to keeping your Customers First! Keeping the customer first and foremost in the decision-making for organizational endeavors is an effective strategy for business success. However, "Customer First" doesn't mean that it has to be a “Yes Always” or the Customer is the “God or king” approach.

Net Promoter Score 98

Net Promoter Score Customer Journeys Government Customer Centricity 98

BirdEye

FEBRUARY 29, 2024

The study reveals key insights into the dynamics of customer feedback: Online reviews grew by 5% over 2023. We’ve also talked about how Birdeye’s AI-powered review ecosystem helps your brand automate review management, derive key insights, and ensure memorable customer experiences.

Examples 59

Examples Trends Financial Communication 59

ijgolding

MARCH 20, 2017

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I wrote about the importance of experiencing what it FEELS like to be a customer AND an employee.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164