ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

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. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. 20% Culture. Finally, there’s CX Culture.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

InteractionMetrics

MAY 16, 2024

If you’d like a free customer experience consulting session, get in touch. Read about this and register for a consulting session here. Consulting companies that focus on journey mapping, personas, and how to build a customer experience culture, along with getting executive buy-in.

Net Promoter Score 52

Net Promoter Score Customer Experience How To NPS 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Zeisler Consulting

AUGUST 11, 2021

It does no good to hire someone to simply track progress toward improved CX, and this is a mistake many business leaders make: They figure that, if they get someone to doggedly poke around the VoC enough that’ll do it and everybody will get on board with Putting Customers First ! That’s not how it works.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. Yes, there is the external customer who pays your company for products and services.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

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. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SurveyGizmo

MAY 4, 2021

Survey of Customer Insights and CX Strategy Leaders Reveals That Despite Major CX Investments Only 24% Believe Customer Feedback is Effectively Addressed. Only 19% of respondents report that the voice of the customer is well-embedded in how their organization runs. Key Findings. CX programs aren’t set up for success.

Study 52

Study Feedback Customer Centricity Consulting 52

Experience Investigators by 360Connext

JUNE 1, 2017

Instead, find ways to connect the dots between each employee’s individual success AND the team’s success with customer success. Money talks, but so do customers. Karen Mangia , VP of Customer Insights at Salesforce , shared the entire secret to becoming a company of $50 billion in revenue.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

CloudCherry

JANUARY 22, 2020

A “state of the art” VoC program is one that requires your organization to achieve full integration across all your data types and to develop a customer-centric culture that uses VoC insights to make sophisticated business value calculations. Don’t forget about culture. 2010) Voice of the Customer. Works Cited.

How To 243

How To Social Media Analysis Feedback 243

Experience Investigators by 360Connext

OCTOBER 4, 2017

‘Reliability doesn’t boost your #NPS but it sure can bring it down” -Graham Tutton VP Customer Insights @ComcastILLINOIS #CXDay pic.twitter.com/nbmyf1q6Dt. — There’s natural tension of both customer service and customer experience leaders wanting to do what’s right for customers.

Customer Service 181

Customer Service Social Media Innovation NPS 181

CSM Magazine

JANUARY 30, 2024

Zappos Zappos, the online footwear and apparel trailblazer, has carved a niche by making customer service an art. They’ve earned accolades for their round-the-clock customer support, effortless return processes, and a corporate culture that values going above and beyond to delight customers.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CX Journey

AUGUST 29, 2018

As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers. Despite what feels like a lifetime of various Customer Experience events, books, and consultants – all too often we still experience bad service. But, more widely, all is still not well in the CX garden.

Case Study 86

Case Study Hotels Consulting Culture 86

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Zeisler Consulting

DECEMBER 7, 2022

Fast forward now to my life as a Fractional Chief Customer Officer and CX consultant (and constant pest when it comes to preaching about the value of feedback), and it occurs to me: Maybe it’s okay sometimes to ask for a positive review. Everything’s on the up-and-up and nothing really seems forced or phony.

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding. Speech Analytics Piloting. CX Profession Maturing.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

DECEMBER 7, 2022

And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. By combining these companies’ consultancy and feedback analytics solutions, this partnership will be a powerhouse for delivering exceptional customer experiences. ” – Peter.

Customer Centricity 41

Customer Centricity Airlines Government NPS 41

Eptica

NOVEMBER 20, 2019

As a quick search will demonstrate, there is a wide range of models available, from analysts such as Gartner ( the CX Pyramid ) and Forrester ( the CX Management Maturity exam ) as well as vendors and consultants. Clearly, moving to the Excelling phase can take time, depending on the start point and the overall culture of the company.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

Michelli Experience

SEPTEMBER 4, 2018

At a deeper level of training, the map must be placed in context to the business’s customer experience culture and strategic goals. Conversely, we’d be glad to discuss how you can maximize benefit from this helpful approach to customer insights and design. Please reach out to us to arrange a time to talk.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

North Highland

JULY 10, 2019

Harvest a culture of creativity and innovation. For organisations to truly embrace agility, they need to transform culture. As discussed, 5G will redefine traditional product silos, so companies should consider restructuring KPIs to align to a more holistic customer journey. Click here to read part one of our series.

Government 60

Government Culture Innovation Consulting 60

C Space

OCTOBER 8, 2021

A host of prestigious judges, from brands including LEGO, Google, SAP, Truist, General Mills and Insights in Color, selected the winners based on their ability to generate insights that change the world of business, transforming customer insight into strategic advantage. C Space is a part of the Interbrand Group.

Financial 69

Financial Banking Customer Centricity Consumers 69

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. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

CSM Magazine

OCTOBER 18, 2019

Or maybe you’d love to gain more insights into your customers’ behavior? Brian Hodgdon, Head of CX Insight and Innovation, Dropbox. Nicola Millard, Head of Customer Insight and Futurology, BT. Companies need to start viewing AI as a strategic and cultural shift instead of a technology upgrade.

Tips 40

Tips Culture Innovation Banking 40

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

Survey 93

Survey Meeting Video Feedback 93

ShepHyken

DECEMBER 4, 2020

So, take the time to build your customer experience roadmap and align your budgets with it. Do it yourself, or engage with a customer experience consultant like us. But make sure you do something to position yourself for the 2020 customer. What is a Customer Experience Roadmap? They deserve it.

Roadmap 141

Roadmap Customer Experience Airlines How To 141

Confirmit

APRIL 18, 2019

Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Confirmit

SEPTEMBER 20, 2018

Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. Incorporating customer insights into the daily lives of employees is a real challenge.

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Confirmit

JANUARY 27, 2020

I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders. The aim of the evening, apart from having an extremely enjoyable time, was to discuss the future of the customer insight industry. This is available on Amazon! )

Industry 52

Industry Social Media Analytics Customer Insights 52

Zeisler Consulting

DECEMBER 20, 2022

I scratch my head, because, as I’ve written before , the purpose of your Customer insights efforts should be explicitly looking for that negative feedback. So get smarter about your Customers’ insights: Don’t treat them as a test , looking to see ‘how you’re doing’ or assessing where you are at the end of your efforts.

Effort Score 72

Effort Score Feedback Customer Insights Course 72

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. Be a culture sleuth. The culture aspect has been so interesting to me.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

Answer Dash

MAY 6, 2020

The goal was to establish a baseline level of customer maturity and to identify the underlying elements of influence. The goal was to establish a baseline level of customer maturity and to identify the underlying elements of influence. At the same time, customers recognize the cultural shift this organization has undertaken.

Customer Centricity 54

Customer Centricity Effort Score Case Study Culture 54

Zeisler Consulting

OCTOBER 10, 2023

It highlights the importance of, if not exactly humility , at least a sense of curiosity when it comes to Customer insights, and an acknowledgement that you don’t always know everything you think you know about your Customers and their preferences. But still, there’s clearly a market out there for this sort of thing.

Customer Insights 72

Customer Insights Course Report Marketing 72

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Mission: Improve product adoption and retention by serving as a partner and consultant to potential and current Help Scout customers.

Customer Service 40

Customer Service Culture Consulting Social Media 40