Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this make doing business with us easier for customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Ensuring the management doesn’t get in the way.

ROI 75

ROI Net Promoter Score CEM Conference 75

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

BirdEye

MARCH 24, 2023

The following are some of the business development basics and benefits for any company: Customer acquisition and expansion of markets A solid business development strategy is integral to the acquisition and nurturing of new customers. It guides your team with steps and techniques to generate high-value leads that convert to customers.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

DECEMBER 22, 2023

Your customers are calling — don’t leave them hanging. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Birdeye – all-in-one platform Improve customer communication with Birdeye. Riiing, riiing.

System 111

System Self Service Analytics Communication 111

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. As times change and customer preferences evolve, so do the dos and don’ts of constructing effective surveys. In short, understand that many of your customers prefer contact through their mobile devices.

Survey 32

Survey Gamification Feedback Guidelines 32

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

Study 208

Study Case Study Consulting Culture 208

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Verint

OCTOBER 16, 2017

For us, creating the strategy was an involved process because we had been looking for new ways to build loyal customers from the very beginning of their relationships with us. We view our community as an important way to do that.

Strategy 31

Strategy Technology Social Media Company 31

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Michel Falcon Experience

SEPTEMBER 24, 2015

Do you want to know the number one question I’m hearing today from executives, professionals just like you, that want to improve their company’s customer experience? Customer experience is a growth strategy. bctt tweet=”Customer experience isn’t agnostic to a specific industry or size of company.

Customer Experience 60

Customer Experience eBook Social Media Training 60

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma.

Customer Service 112

Customer Service Infographics Customer Centricity Social Media 112

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Verint

OCTOBER 3, 2017

This week we celebrate National Customer Service Week—and today we celebrate CX Day. However, what we’re really celebrating is our customers trusting us every day with their business. We also want to tip our hats to the Verint professionals who work with our customers every day. The customer response has been incredible.

Customer Journeys 34

Customer Journeys Feedback Conference Customer Satisfaction 34

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

CRM 40

CRM Customer Focused Self Service Conference 40