Beyond Philosophy

JANUARY 25, 2024

Many times, sales are the people in the flashiest position in the company. Many companies would be wise to adopt a similar strategy in their organizations. Many companies could be better at defining these roles, particularly when a department is reaching outside of their area of expertise. It is the customer that matters.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. One way to solve this challenge is to use customer surveys which can allow you to normalize all the feedback to determine the next best course of action.

Conference 66

Conference Industry Metrics Effort Score 66

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Zeisler Consulting

FEBRUARY 16, 2021

Some folks simply don’t see the forest for the trees and others overcomplicated the idea of Customer Experience so much so that they don’t know where to start. He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Kustomer

JANUARY 21, 2021

Learn how Steve and Troy are helping CX leaders make steady progress to achieve the next level of CX excellence for their companies by listening to the podcast below. Humanizing the Customer Experience. Customer service is essential to lasting brand success. Tips for Transforming a Customer-Centric Business.

B2B 95

B2B Company B2C Customer Centricity 95

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. companies was not effective in providing value for stakeholders.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

ShepHyken

JANUARY 30, 2023

They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. Improving the quality of customer support experiences. The easier company to do business with is going to win.

e-support 62

e-support Healthcare Conference ROI 62

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. companies was not effective in providing value for stakeholders.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Zeisler Consulting

MARCH 5, 2024

Guardians at the gate, whose job, it seems, is to keep Customers from satisfactorily solving their issues, is one of the most common frustrations Customers have when dealing with brands. The philosophy, some companies seem to have, is that Customers will tire out if they’re told ‘no’ enough times as we escalate.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

West Monroe

MARCH 7, 2024

Featuring Why is customer centricity important? Tiffani Bova, Global Growth and Innovation Evangelist at Salesforce: “Customer centricity is about paying attention to those customers that obviously have the opportunity for higher profitability and more sales and more revenue, but not at the expense of everything else.

Innovation 52

Innovation ROI Customer Centricity Conference 52

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Previewing This Year’s Executive Leadership Conference Agenda.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. Dave Orstad, SVP professional services and support, Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

CSM Magazine

OCTOBER 18, 2022

Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? This will be no surprise at an IBM Watson conference! Make sure that your company doesn’t miss this boat!!! This conference was as much about people as it was about technology!

Conference 66

Conference Leadership Culture Customer Centricity 66

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. So how will you get your leadership to understand?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Beyond Philosophy

AUGUST 17, 2023

Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.” Every company has to align what they charge with what their customers value. For my part, I don’t know of a company that measures customer time.

Self Service 78

Self Service Hospitality Video Customers 78

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Our focus today: Systems. Area 2: Call Routing and Answering.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Gainsight

AUGUST 18, 2022

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. Thought leadership.

Effort Score 52

Effort Score e-support Leadership Customer Journeys 52

Customer Bliss

MARCH 28, 2018

Invest Deeply in Listening to Your Customers. Lexi Reese is the Chief Operating Officer at Gusto, a B2B company that offers fully integrated online HR services to handle payroll, benefits and more. Not everybody in the company will understand customer success because it’s a buzz word. It’s not simple.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

C Space

OCTOBER 8, 2021

Merck won the Future Back Award , which is given to a program that has used foresight to get ahead of changing customer expectation and has led to impact on business or customer outcomes. Merck maintained market leadership by co-creating and evaluating future oncology treatment scenarios. Notes to editors. About C Space.

Financial 69

Financial Banking Customer Centricity Consumers 69

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. The Incite Group is a part of FC Business Intelligence Ltd, a registered company in England and Wales.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Experience Investigators by 360Connext

MARCH 9, 2015

Customer focused organizations smoke the competition. According to Watermark Consulting , for a five year return, those companies considered customer experience Leaders outperformed their competitors in general, but a whopping 128% better than those companies identified as customer experience Laggards by Forrester.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. and supporting a number of B2B SaaS companies and investors in building CS as a company-wide capability.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Deepak Sharma – Customer Success Leader, Deloitte. With an amazing NPS score of 87.5,

NPS 54

NPS Connections Customer Centricity Customer Success 54

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Kaye has worked with Fortune 500 companies, governmental and private firms across the world to advance customer service operations, and embed leading learning and development strategies.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. And it has paid off big time.

Culture 120

Culture Banking How To Customer Service 120

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 73

Customer Success How To Net Promoter Score Financial 73

Gainsight

NOVEMBER 20, 2019

We can all get stuck in the “ output over outcomes ” mindset—this book will break you out of it and provide tactics to create customer-centric products. A must-read amongst leaders of all disciplines, this (slightly) oldie but goodie shares practical nuggets of leadership wisdom that have withstood time. conferences.

Resources 80

Resources Management Conference Groups 80