C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO has stated it as a company objective but has not detailed what nor how the organisation will change.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 94

B2B Customer Experience Roadmap Culture 94

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% Which of these CX flaws sidetrack your company? Bain & Co.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

Storyminers

MAY 21, 2020

Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused. The first is too many companies are focusing attention on short-term gain and reacting to market conditions. But that’s not looking at the whole company or at growth.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Kustomer

AUGUST 26, 2022

Discover the successes, struggles and inside strategies from thought leaders ready to help you maximize your company’s potential. Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0,

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Focus. Customer service (along with pipelines and processes) is an enterprise priority, and seen as a vital, and profitable, element of value delivery. The post What Customer-Centric Companies Must Do To Become Customer-Obsessed appeared first on.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Beyond Philosophy

NOVEMBER 10, 2014

Customers were not involved in the selection of the KPIs. Companies who don’t emphasize Customer Experience don’t involve their Customers at all in their KPIs, or if they do they only do so based on complaints. More Customer-centric companies involve Customers directly to determine what the targets should be.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. There are three levels where a company may be at in their roadmap to customer optimization.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. There are three levels where a company may be at in their roadmap to customer optimization.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 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

ClientSuccess

JANUARY 11, 2023

Focus on customer retention and long-term ROI. By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. The ultimate result – that company ended up holding far fewer unnecessary meetings!!! So what have these ramblings got to do with Customer Experience? That is a very good question! How simple is that?!

Meeting 120

Meeting Financial Leadership Customers 120

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Gainsight

JUNE 4, 2020

And from a SaaS leadership perspective, in March, we wondered what will the year look like financially? In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. customers canceling) but is instead downsells and downgrades (e.g.,

Survey 59

Survey Customer Retention Customer Success Leadership 59

ijgolding

JUNE 14, 2016

I have always been fascinated to know if people that work in organisations across the globe really do think it is true – i.e. that their companies do actually take customer centricity seriously. Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ShepHyken

JUNE 11, 2018

My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. Joseph Michelli is one of my favorite experts in the customer service and CX space, and I always enjoy his articles. How You Can Cultivate the One Thing Customers Truly Want by Peter Daisyme.

Customer Service 78

Customer Service Loyalty Tips Customer Service Training 78

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 29, 2018

Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused. The first is too many companies are focusing attention on short-term gain and reacting to market conditions. But that’s not looking at the whole company or at growth.

Culture 100

Culture Voice of Customer Fashion Strategy 100

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 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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 60

Net Promoter Score Customer Centricity Social Media Leadership 60

PeopleMetrics

DECEMBER 12, 2017

While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. or not, why do customers return. while CEMs tell you why it's happening (why do prospects convert.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success Sales eBook Resources 71

CX Journey

JUNE 19, 2015

Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? You're not alone if you are, trust me.

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. Customer experience focus has seen guest satisfaction rise by 3.8% in just nine months.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

Beyond Philosophy

OCTOBER 21, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently. This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Gainsight

JUNE 9, 2021

The transformation of Netflix went from a DVD delivery service into a streaming subscription service that not only hosts movies, but also a movie and entertainment production company. Just like Netflix, CS has transformed from a nice to have, to a necessity for companies to survive and thrive. Shift of power to the customer.

Entertainment 98

Entertainment Customer Success ROI Trends 98

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ijgolding

JULY 7, 2015

Failing to look after an organisation that has been built over the years could have devastating consequences – we only need to look to the plethora of companies who have suffered ‘implosion’ over the last few years to see how true this is – Nokia, Blockbuster and Kodak being among the most prominent.

Customer Experience 120

Customer Experience Customer Centricity Customer Focused Customers 120

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 110

Engagement Social Media Sales Loyalty 110

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60