Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Many leaders do in fact think they are supporting Customer Experience in their organization. Remember that experience design is something everyone does, not just a small team or one person. Matt Beran, Sr. Product Marketing Specialist InvGate. Take inventory.

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Study Case Study Consulting Culture 208

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? De-silo customer experience management.

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. Where should you do next?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

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

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. Customer experience management is a discipline that’s sorely needed in every industry.

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Customer Centricity CEM Conference Policies 54

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

CSM Magazine

OCTOBER 5, 2015

Inspiring business owners to make the customer experience a critical business strategy is at the heart of a new customer-focused advisory group – The Customer Edge. “It amazes me that many consulting firms still see the concept of Customer Experience Management as a technology based strategy. .

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Customer Experience Management Customer Experience Management Consulting 40

CSM Magazine

JUNE 25, 2019

At VoiceFoundry, we continue to work alongside great partners like SMG to provide innovative, customer-focused solutions designed to help drive excellence in the customer experience,” said VoiceFoundry Vice President of Software Engineering Chris Autrey. “We

Contact Center 40

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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. Technology advances will continue to inspire new innovations in customer experience.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Oracle

FEBRUARY 12, 2020

One way that received significant attention at the recent National Retail Federation 2020 Vision show was the increasing importance of investing in customer-facing staff. Whether it’s expertise at the butcher counter or beauty consultants offering in-store makeovers, the staff on your floor are on the front lines of customer experience.

Customer Experience 53

Customer Experience Retail Consulting Report 53

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Customer Retention 154

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. Customer Experience Design: Customer Feedback is a Touchpoint . Best Customer Experience Companies.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. .

Strategy 98

Strategy Customer Experience eBook Tips 98

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. Provide the freedom for employees to make decisions that will immediately satisfy customers. Educate the employees on the decisions that they can take without consulting higher-ups. FAQs What are the best practices in B2B services?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Ian Williams

JUNE 10, 2019

It is these elements that, if used correctly, form the basis of transformation activity within the business that will drive the required Customer Experience improvements. There are many ‘buzzwords’ that have arisen from Customer Experience Management over the past twenty years, including Journey mapping and Voice of the Customer.

Customer Journeys 40

Customer Journeys Customer Experience Self Service Exercises 40

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. What is Customer-Centricity DNA? (4-point

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

delighted

AUGUST 23, 2019

An effective customer experience program can help with just that. A customer experience program refers to the tools and processes used to implement your customer experience management strategy.”. Delighted’s 20 Customer Experience Terms to Know. Be the change agent your company needs.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

ClearAction

AUGUST 21, 2016

” This question became a habit for managers across the company, and changed their decision-making to be customer-focused. Brands will be pushing harder on the customer experience manager to show business results. The post If It’s Called Customer Experience, Why Is It All About the Brand?

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

ClearAction

MAY 28, 2015

This question became a habit for managers across the company, and changed their decision-making to be customer-focused. Brands will be pushing harder on the customer experience manager to show business results. Related articles: Customer Experience Management Prevents Hassles.

Company 48

Company Customer Experience Social Media Customer Journeys 48

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Gregg Erickson, Vice President, Customer Success, BitTitan. .” from Northeastern University.

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Chief Customer Officer Customer Success Leadership Consulting 53