ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

Beyond Philosophy

NOVEMBER 10, 2014

And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Michel Falcon Experience

SEPTEMBER 17, 2014

This post was inspired by an email I received from one of my email subscribers who asked, “How do I get my CEO to focus more on the customer?’ CEO’s either have customer centricity in their DNA or they don’t. My newsletter subscriber continued by asking, “How can I tell if my CEO is customer-centric?”

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

ClearAction

DECEMBER 30, 2017

When it’s not, we’re investing a lot in efforts that aren’t producing what they otherwise could (sub-optimal ROI). When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Addressing one at a time can help you save one customer at a time from defecting to your competition.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Read articles including one that discussed “ the best bike pumps in 2019. ” . Best wishes, and have a good trip!

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

ClearAction

APRIL 17, 2019

In recent decades, managers have realized that the industrial revolution distanced them from having a pulse on customer experience. Tightening ranges for competitive differentiation have brought customer experience management to the forefront of most companies’ strategic priorities today.

Management 69

Management Customer Experience Management Financial ROI 69

ClearAction

SEPTEMBER 10, 2018

Here are the first 5 of 10 proven principles for centering your business on customers. This article is the capstone of a 12-part series on Customer-Centered Business: 10 Keys to Organic Growth , which prescribed 4 prerequisites for each of these 10 keys: 1. Influence Everyday Thinking : Center your thinking on customers!

Customer Experience 48

Customer Experience Policies How To ROI 48

ClearAction

DECEMBER 31, 2017

It’s cheating yourself and others — most importantly, your customers and investors — of the enduring upside promised by customer experience management. Customer experience strategy is customer-centered business. Corporate strategy and customer experience strategy must be mirror images.

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

JANUARY 16, 2016

The enterprise feedback management (EFM) systems that promised to free-up so much time, compared to the old manual methods of collecting and reporting customer feedback, have instead fully consumed managers with real-time VoC dashboards in the effort to reach out to negative raters and convert individual customers to brand evangelizers.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

ClearAction

OCTOBER 20, 2015

In the future, companies that treat customer experience excellence as the context for everyone’s roles, thinking, and actions will outpace their competitors in success. Context is one of five success factors described in my recent article, Customer Experience for the Future: 5 Keys. Everybody Has a Customer.

Customer Experience 48

Customer Experience Social Media ROI Customer Experience Management 48

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. Customer Experience Boggle Busters for Channel Silos.

Metrics 67

Metrics Customer Experience Customer Experience Management Return on Investment 67

ClearAction

NOVEMBER 12, 2017

See how SunTrust’s C-team focused on putting clients 1st as their guiding principle, emphasizing client voice in their decision-making processes: Customer First Drives Business Performance. alignment must be thorough across every nook and cranny of your business: Nobody is exempt from playing a role in your customer experience strategy.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

JUNE 8, 2015

Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. Don't try to predict every experience with a policy. Related articles: Breaking Down Silos for Customer Experience Management. 4 Customer Centric Culture Building Blocks.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

ClearAction

FEBRUARY 27, 2015

A sensible approach to customer experience journey mapping — and all other voice-of-the-customer and customer experience intelligence methods — is what's needed for sustained customer experience ROI. Related articles: Voice of the Customer: Do This, Not That.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

ClearAction

APRIL 3, 2015

With people at the center of customer experience, HR is a critical cog in the wheel of CX management. In Part 2 of this article next week, see how HR can expand value to the company and its CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., The VoC survey includes six questions plus the opportunity for customers to leave a 90-second voice message regarding their experience or sentiment toward the organization. Make customer centricity a primary focus.

Strategy 28

Strategy ROI Analytics Survey 28

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

Bob Hayes

JUNE 6, 2016

Executives use customer surveys to help them improve the customer experience. In this post, I will describe two types of customer surveys, each providing insight to help executives make better, customer-centric decisions. Article originally appeared on Clicktools. Relationship Surveys.

Survey 40

Survey Customer Experience Customer Journeys Effort Score 40

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

Government 48

Government Customer Experience Customer Journeys ROI 48

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Storyminers

MAY 4, 2016

It helps you create content that will attract your audience, and gives your employees a mission standard for ensuring that all experiences with your brand are exceptional. ROI is simple $’s and cents. What do you think?

Industry 140

Industry Customer Experience Interaction Customers 140

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson. Hilary George-Parkin. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

DECEMBER 12, 2017

The first step in the framework is to adopt an outside-in mentality where the business is focused on the customer instead of the product, i.e., it’s truly customer-centric. Quality management requires measurable and clear objectives that will be used to calculate ROI. Fixing Customer Journey Issues.

Training 106

Training Customer Experience Customer Journeys How To 106

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson. Hilary George-Parkin. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. Therefore, customer experience is brand management in action. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything!

Brands 52

Brands Customer Experience Management Customer Centricity 52

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. But it’s better to start with a change management plan.

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

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. The value of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Ways to Predict Customer Churn.

Net Promoter Score 104

Net Promoter Score How To NPS Effort Score 104