SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ShepHyken

FEBRUARY 22, 2019

While there may be an expense to implementing a campaign as extraordinary and creative as the Stacy’s Chips campaign, memorable experiences lead to increased customer loyalty and word of mouth benefits that often outweigh those costs. I could write a book just about my Trader Joe’s customer experience!

Hotels 108

Hotels B2C Loyalty B2B 108

CX Centric

NOVEMBER 17, 2020

Moore started off her presentation with the evolution of CX and CS, were she mentioned that CX was firstly adopted before CS and that CX was mainly used in the B2B companies and retail spaces. She further mentioned that CS started mainly in the USA were it was used mostly by B2B companies before being also adopted by B2C companies.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

PeopleMetrics

FEBRUARY 25, 2022

A CX management strategy gives you the data and structure you need to strategically improve customer retention, net promoter scores, and lifetime values through iterative, data-backed changes. Improved brand loyalty and reputation. If it goes poorly for whatever reason, the customer could churn or even spread negative word of mouth.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Accordingly, mature customer experience management can reduce business risk. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Daniel Group

APRIL 5, 2023

I went and managed the processing center, which also had a customer service department in it. So very customer centric before that, but that really grew my appreciation for what our internal folks did, and then the importance of that interaction with customers and dealers. So that was fun. We want to continue on with it.”

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. Kia is a pioneer in the field of Customer Experience. Brandon Hickie. Rob Markey.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Annette Franz. Ashna Patel. Emilia D’Anzica.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets.

Wait Times 19

Wait Times B2C B2B Customer Centricity 19

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Kristi Faltorusso.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer Retention 64

Customer Retention B2B How To Trends 64

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The customer is not a single CS professional’s responsibility.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The customer is not a single CS professional’s responsibility.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Role of Customer Success Teams.

Customer Success 89

Customer Success Effort Score Customer Centricity Customer Journeys 89

SmartKarrot

OCTOBER 1, 2021

In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. A customer-centric mindset is crucial because $98 billion is left on the table every year by organizations that fail to provide simple customer experiences.

Customer Centricity 11

Customer Centricity Customer Journeys Customer Experience Net Promoter Score 11

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Role of Customer Success Teams.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

Wootric CX Blog

MARCH 18, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. Learn how to improve user experience for product led growth and loyalty. Well, if you’re a B2B business, you’re probably already looking at your Customer Health Score. Put your resources there ASAP!

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

ClearAction

NOVEMBER 18, 2015

You can enrich the data's story and find important connections by overlaying various customer data sources, both internal (operational data, employee perceptions, costs and revenue) and external (perception/behavior data, competitor actions, etc.). Cross-tabs can reveal groups of customers with unique characterizations.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 150

B2B Company Effort Score Multi-Channel 150

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it's an incomplete journey map until you've discovered those aspects of the customer's experience. For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48