InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Engaging with positive and negative feedback consistently, across a vast number of locations, shows that scalability is possible with a small team if the approach is thoughtful and customer-centric.

Hospitality 260

Hospitality Call Center Retail NPS 260

Thematic

APRIL 12, 2023

Additionally, the workflow or UI is not intuitive enough, or else not designed in a way that customers actually do the work! Another example is getting your executive leadership team to call detractors. We had our NPS scores feeding into a Slack channel, and when the CEO saw a zero, he’d follow up directly with the customer.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195. EMC Corporation.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 54

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Steven Van Belleghem, Global Thought Leader in the field of Customer Experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

NOVEMBER 16, 2021

How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership. Conscious leadership applies the notion of awareness to corporate management. Internal cohesiveness is characterized by positive leadership, a common vision, and values.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

TechSee

DECEMBER 12, 2022

Download our Field Service Vision 2023 Report to Learn ore about these topics. With weakening consumer spending, slowing corporate purchase patterns and an overall weak economic outlook, operational efficiency will remain a primary objective for all service organizations. A Weak Economic Outlook for 2023.

Innovation 124

Innovation Customer Centricity Technology Leadership 124

Second to None

AUGUST 28, 2018

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. As a response, we created Catapult , our proprietary reporting module.

Report 59

Report Measurement Voice of Customer Leadership 59

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. What a Customer First Strategy is.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journeys 52

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Trends 52

Trends Competitive Advantage Customer Centricity Culture 52

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Have you read your company’s annual report lately? They’re “real”!

Customer Centricity 40

Customer Centricity CRM Metrics Groups 40

Customer Bliss

OCTOBER 24, 2019

Determine What Type of CCO You Report To or Want To Be. Now, if you’re a C-Suite leader who reports to a CCO, it’s critical that you know how to speak their language. As a CCO, you will have to embed the idea of customer-centricity across the whole organization, not just one department, says Yamini Rangan, CCO of Dropbox.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Seat-at-the-table and leadership. The report concludes that: “The biggest barriers to experimenting with innovation in CI are resources, both time and money. Customer profiles.

Marketing 175

Marketing Handbook ROI Social Media 175

Alida

DECEMBER 20, 2017

Likewise, this year’s BrandZ Top 100 Most Valuable Global Brands report found that trust is a now a key differentiator. The report, released by WPP and Kantar Millward Brown, found that companies like Apple, Microsoft, Facebook and Amazon have built valuable brands by embracing authenticity, purpose and transparency.

Retail 154

Retail Study Innovation ROI 154

ijgolding

NOVEMBER 23, 2018

Another of my opinions, is that it typically takes between six and eight years to transform a legacy business to become sustainably customer centric – IF that business remains stable!! – there is NO constant change of leadership; NO constant change of strategy; NO constant restructuring.

Measurement 208

Measurement Banking Gamification Financial 208

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Second to None

MARCH 26, 2018

You can access the post by clicking here , or by reading below: This piece was originally published by Econsultancy on March 26, 2018: “It’s tempting to see people who buy from brands as consumers, and not customers. What’s the difference between a consumer and a customer? examples of brands doing this well online.

Consumers 54

Consumers How To User Experience Brands 54

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

AUGUST 14, 2018

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. Aligning the way consumers perceive your brand and the actual delivery of your Customer Experience is the primary way to establish these desired relationships with consumers.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Can you tell us how you got started in customer experience?

Customer Experience 91

Customer Experience Net Promoter Score Healthcare Apparel 91

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Every agent for himself. Group effort. Success breeds success.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Second to None

OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Customer Alignment

DECEMBER 7, 2017

Customer Experience improvements have stalled. The Forrester report confirms that not only has there been 0 improvement to overall customer experience in the UK but the number of brands in the excellent CX category has fallen to nil. There is a mass of brands who are delivering neither a poor or a great experience to customers.

Report 40

Report Customer Experience Hotels Travel 40

Alida

NOVEMBER 1, 2018

Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise. Cassie Mally, Director of UX Research at GoDaddy, illustrated the value of open-ended feedback in her session at the Customer Intelligence Summit 2018.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. This team can be assembled from any department.

B2B 95

B2B Company B2C Customer Centricity 95

Experience Investigators by 360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. This campaign invited all employees to contribute to fixing the top 99 pain points along the customer journey.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

ECXO

AUGUST 9, 2023

Accenture (another market leader) reported that while more than 86% of companies had increased cloud initiatives since 2020, only 42% had fully achieved the outcomes they expected (cost saving was the most elusive). Clients want more than a technical team. Your HR leadership needs to embrace a client-centric culture.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Second to None

FEBRUARY 4, 2020

Even if an employee is following all the basic rules outlined by management, if they are not noticeably engaged during interactions with customers , there will be an apparent disconnect between the brand identity pictured by leadership and the reality on the frontlines. Employee satisfaction is often difficult to measure. 3] [link].

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

OpinionLab

JULY 17, 2017

They have an intrinsic understanding of what it means to be customer-centric in the work they do. We created a “Customers for Life” Steering Committee made up of middle managers—VPs and directors from service, support, renewal and sales, all customer-facing teams. Embed customer centricity into core business processes.

Management 68

Management How To Effort Score Customer Centricity 68

Blake Morgan

JULY 1, 2023

The Impact of Customer Experience: Customer-Centricity Affects the Bottom Line 1) 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. Zendesk ) 5) 87% of customers actively avoid buying from brands they don’t trust.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59