CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. We are devoted to developing and growing our business around the Amazon Connect ecosystem. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

CSM Magazine

JANUARY 30, 2024

Exceptional Responsiveness One of the first signs that you’re dealing with a customer-centric company is their exceptional responsiveness. They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . A former teacher and economist, Adrian is now a consultant, author and speaker. His blog, Beyond Philosophy, helps readers understand changing customers and build solid connections and relationships. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

OCTOBER 25, 2021

You might even feel connected to a brand you haven’t purchased from but are still interested in. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!).

Customer Service 147

Customer Service Loyalty Programs Chatbots Loyalty 147

ShepHyken

JULY 1, 2020

If they leave and take 3 out of 4 customers with them, that could be painful to a company. I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’ Just be careful about losing the connection you have with your customers.

Customer relationships 162

Customer relationships Self Service Customer Service Training Customers 162

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Again, typically, there is little or no mention/inclusion of ‘customer‘, ‘customer focus’, or ‘customer value’ elements either in measurement or analysis of employee engagement.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Our research, however, uncovered previously unidentified subconscious employee priorities: Customer focus and ‘bonding’ elements had particular promise for the organization.

Survey 111

Survey Company Leadership Study 111

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

OCTOBER 4, 2017

Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. Both customer service and CX leaders play a role in connecting the executive team to the actual experience. Are you a leader in your organization?

Customer Service 181

Customer Service Social Media Innovation NPS 181

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Customer Bliss

MAY 3, 2018

With a background in IT engineering and dreams of being a Chief Information Officer (CIO), Patricia began her career in the United States, where she worked for the Big4 Consulting firms, helping them to position IT as a service and value driver rather than just a cost driver. Does it make the life of our customer easier?

Telecommunications 149

Telecommunications Company Customer Experience Consulting 149

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. In my consulting work, I run into these six CX problems often, so there’s a good chance they’re affecting your organization too.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. It's not customer experience; it's really the whole ecosystem of your organization, and are you united? Connect with Bodine and follow her latest work on Twitter.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Kayako

APRIL 6, 2017

The good news is that talking to customers is exactly what support does… for 40 hours a week. Involving support from the beginning of the product development cycle delivers more insight from a customer’s perspective. Embrace support’s customer connection.

Feedback 257

Feedback Metrics Management Meeting 257

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Are Telecoms the World’s Worst at Customer Experience? Sprint: Emphasis on Profits.

Technology 132

Technology Touchpoint Case Study Consulting 132

Customer Bliss

AUGUST 23, 2018

For instance, there’s a customer policy manager, someone who does service quality management, and even a head of digital who can communicate to the internal team about what information should be displayed on the website based on what the rail regulator is saying. Determine who will help drive your CX strategy.

Transportation 129

Transportation Industry Management Guidelines 129

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Oracle

JANUARY 25, 2018

She is the CEO of Thulium, a digital marketing consulting agency that has worked with clients like Verizon, IBM, Kawasaki Motors USA, and the United States Department of Defense. She is a founder and contributing writer for SmallBizDaily.com, as well as a founder and CEO of GrowBizMedia, an SMB-focused consulting company.

Tips 110

Tips Customer Experience Social Media Consulting 110

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Why Am I Not Surprised? 13 November 2017.

Call Center 111

Call Center Contact Center Training Study 111

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

JULY 1, 2015

What makes a B2B customer experience memorable? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall efficiency. It’s important to find a way to provide an accurate view from the customer’s perspective. Do we really know?

User Experience 110

User Experience B2B Sales Ecommerce 110

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. My Comment: If you can’t create trust between your company and your customer, you are destined for failure. This article makes the point that trust is a defining piece of the customer experience. by Adrian Swinscoe.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

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.

Customer Experience 136

Customer Experience How To Multi-Channel CEM 136

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. However, my experience in CS-related roles extends over a decade.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Customer Bliss

APRIL 7, 2016

Growth is really about the customer. If you’re going to grow, you’ve got to find ways to get out there, connect with customer needs, to deliver against their needs and wants. Effective managerial decision-making is about connecting silos. Again: connect the silos. I call this one-company leadership.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I shared 6 key questions related to the importance of engaging your people in improvement activity.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

ShepHyken

APRIL 20, 2020

Also, pay attention to number seven, which is a strong way to create a better connection; by delivering the right content in a content marketing strategy. (My Heart of the Customer) I reached out to some of my CX thought-leader friends to get their perceptions of what we should be doing. They consult with you to get you the best.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. Here are some tips on how to make your digital experience better for your customers.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Case Study 152

Case Study Airlines Conference Wait Times 152

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Gather up those customer-obsessed gladiators in your organization and ask them to lead from within their teams. Help them connect with one another across your organization with structured or unstructured communication channels.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Beyond Philosophy

APRIL 15, 2019

Suttle says you should take the approach to change that customers have lifetime value. Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. then it will reflect in your employee’s behavior towards customers. Follow Colin Shaw on Twitter @ColinShaw_CX.

Culture 114

Culture Customer Service Leadership Airlines 114