C Space

FEBRUARY 12, 2020

This is about rethinking your entire business model based on the customer. And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. We can launch a beta product and iterate and improve with customer insight all of the time. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

ClearAction

JULY 29, 2018

As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right? “Culture is a reflection of decision-making in a business. It’s how the business is run: What are we doing to maximize the value of what customers are getting from us?”

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. With that shift comes the rise of the CX Team in the organizational structures of banks, insurance companies, consumer brands, and B-to-B entities.

Tips 83

Tips Customer Insights Leadership Exercises 83

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

North Highland

FEBRUARY 21, 2019

Here, we look at how using a human-centred design approach to problem solving, focusing on empathetic design, can not only identify potential regulatory hot spots and process gaps, but can also build customer-centricity in the financial services industry – resulting in increased customer loyalty and retention of financial assets.

Financial 49

Financial Customer Centricity Policies Loyalty 49

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? If you use good quality text and sentiment analysis, you should at least know what your customers talk about. So, there is a problem.

Analytics 304

Analytics NPS Financial Analysis 304

Joe Rawlinson

AUGUST 15, 2018

An empirical study published for banks showed that when employees were given more structural and psychological power they had a direct positive effect on customer satisfaction. Providing them with an achievement vs. designation-oriented work culture. Then they will automatically take care of your customers.

Customer Satisfaction 88

Customer Satisfaction Study Customers Brands 88

ClearAction

NOVEMBER 16, 2017

Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. Your hierarchy should probably be rank-ordered with customers at the top, followed by employees, suppliers, distributors, partners, investors, then competitors. What is Customer-Centricity DNA?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Customer Alignment

DECEMBER 18, 2017

There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference. Without confidence in text analytics, this vast and expanding unstructured data has remained ‘dark data’ as some call it – the untapped bank of customer insight.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

ProProfs Chat

NOVEMBER 9, 2021

Normally ranging from 5-10 questions, Customer Satisfaction Surveys could be sent after a customer makes a purchase or in a span of every 90 days with the general-purpose to assess how happy your customers are with your product or service. Read more: 100+ Customer Satisfaction Survey Questions. Email Surveys .

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. Thousands of online travel agencies have come and gone over the past two decades – because if they didn’t get the funding, agility, or customer-centricity right. But providing choice alone is not enough.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 160

Customer Experience Customer Centricity Net Promoter Score Feedback 160

Experience Matters

APRIL 7, 2015

The ability to provide real-time guidance based on the customer journey transactions and interactions and address personalized customer needs, improving customer loyalty. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40