Blake Morgan

AUGUST 8, 2022

? ? ?. Utility companies aren’t typically known for their customer-centricity. But Kevin Walker, CEO of Duquesne Light in Pittsburgh, is transforming the industry by making customers a central focus. Walker admits that the system used to be a one-way flow from facilities to customers. Meet Customers Where They Are .

Customer Centricity 64

Customer Centricity Company Self Service Contact Center 64

Experience Investigators by 360Connext

APRIL 9, 2015

Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. appeared first on Customer Experience Consulting.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 260

NPS Customer Centricity Tips Automotive 260

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Check out this video!

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

OCTOBER 18, 2023

The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester. Combining these various data types creates a more comprehensive and accurate view of your customers.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. For example, an email that suggests that a customer is angry might go to the front of the queue, while someone with a specialist question can be automatically routed to an employee with specific knowledge to respond.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Wired and Dangerous

MARCH 27, 2017

Today’s wired and dangerous customers’ expectations change rapidly. When Dominos started as a company, if a customer ordered a pizza and it was delivered more than 30 minutes later, the pizza was free. It is that strategy that informs all crisis management tactics and communication responses.

Customer Focused 70

Customer Focused Management CEM Airlines 70

Lumoa

FEBRUARY 7, 2023

Why you should care about the Voice of the Customer? It’s unlikely we need to convince you of the power of listening to your customer. Organizations that analyze and act on their customer behavioral data outperform the market by 85% in sales growth, according to a 2021 study by Microsoft. That’s where Lumoa comes in.

Analysis 423

Analysis Data How To Customer Centricity 423

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. But, it may not be as hard as you think.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

ShepHyken

JANUARY 4, 2023

Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

MAY 6, 2020

However, in the past few years, the customer has become smarter about what a great service experience looks and feels like. They know what great service is because their favorite brands and companies teach them. The point is that these organizations—your customer’s favorites—are setting a new bar. So, what’s your gap ?

Customer Experience 129

Customer Experience Customer Expectations Customer Service Training Leadership 129

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. 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. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Integrity Solutions

SEPTEMBER 28, 2023

To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same. Customers expect to have their needs and opportunities looked out for. WHAT IS EXCELLENT CUSTOMER SERVICE?

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

GetFeedback

DECEMBER 21, 2018

Unhappy customers are more likely to leave, and when they do, they take a piece of your business with them. More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. 63% of U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Be it a new or seasoned company, before creating a CX strategy to improve your.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Be it a new or seasoned company, before creating a CX strategy to improve your.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. Research shows that over 80% of companies compete primarily based on CX. First, customers want it.

Financial 206

Financial Trends Self Service Customer Experience 206

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Changing Expectations. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Changing Expectations. Digital First Mentality.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

MAY 5, 2021

They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution.

Customer Service Training 156

Customer Service Training Customer Service Customer Experience Customer Expectations 156

ShepHyken

JUNE 29, 2021

Top Takeaways: Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization. These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization.

B2B 145

B2B Leadership Brands Consulting 145

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. Companies began by creating checklists to ensure agents were meeting all requirements on calls.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It is time for value-unique. Lagniappe works.

Brands 60

Brands Company Customer Experience Banking 60

ShepHyken

MARCH 2, 2020

Most companies are concerned about the rising cost of acquisition – not just hotels. The cost of acquiring a new customer is higher than keeping customers that have bought in the past. More than ever, it’s important to not just get new customers, but keep the customers you have. Lots to learn here.

Customer Service 106

Customer Service Hospitality Hotels Loyalty 106

Experience Investigators by 360Connext

JANUARY 18, 2022

The CEO gets on stage and announces a new mantra: We love customers! After a year at the company, Pat has settled into a nice, predictable routine. But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback.

How To 378

How To Customer Journeys Culture Training 378

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Defining metrics and key performance indicators.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment. How to fix it?

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ShepHyken

SEPTEMBER 15, 2021

How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good? . My customers would never have to wait on hold. . If you think about these answers, they are exactly what customers expect anyway. What would you do differently?

Hotels 169

Hotels Customer Service Training Retail Financial 169

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. Many employees are eager to impact the customer experience meaningfully, and it is vital that they understand how their work achieves this.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69