ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

APRIL 23, 2015

Between 3:00 EDT and 4:00 EDT, Aimee Lucas, Jen Rodstrom, and Bruce Temkin will discuss the topic, Building a Customer-Centric Organization during a Tweet Chat using the hashtag #TemkinGroupChat. QDeveloping a clear mission is important for Purposeful Leadership. Q3: Compelling brand values are created with promises.

Brand Values 120

Brand Values Groups Customer Centricity Leadership 120

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. A strong brand provides guidance and motivation for employees and clarifies CX priorities.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CloudCherry

JULY 25, 2018

They’re twice as likely to require partners to adhere to their standards, and three times as likely to have their customer experience systems integrated with partners directly. 75% feel it is one of the most important components of their brand value, compared with 46% on average and 21% among low-performing firms.”.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Experience Matters

DECEMBER 15, 2015

We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Organizations will rethink their offerings and operating processes, baking in assumptions that customers and employees are continuously connected. Speech Analytics Piloting.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120