Beyond Philosophy

MAY 7, 2020

You would have thought that there would be some way of segmenting the market to route calls to different levels of technical support instead of having everyone start the same. Identify the culture of your organization now and improve your customer-centricity. The top team wants loyal customers. Of course!

Customer Centricity 175

Customer Centricity Policies Consulting Transportation 175

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alida

MARCH 10, 2017

Failure to listen to customers. Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. In fact, customer needs should come before the demands of shareholders. Providing a seamless customer experience is a team sport.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Unite the Silos Under a Shared Vision. About Alvin Stokes.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

SurveySparrow

MARCH 23, 2021

If there is one company that has played the market positioning strategy game with terrifying efficiency is Coca Cola. But the kind of image that they have raked for themselves over the years with the help of their positioning strategy marketing is a case study in itself. . What is market positioning strategy? Isn’t it?

Strategy 52

Strategy Marketing Apparel Brands 52

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. Influencing Companywide Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. The scarf was a gift from his son who brought it back from a trip to Spain.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. And that was kind of the birth of market research.

B2B 95

B2B Company B2C Customer Centricity 95

C Space

FEBRUARY 12, 2020

This is about rethinking your entire business model based on the customer. It changes how they market products. And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. Jason Robins, CEO, DraftKings: Betting on a New Market. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Team Support

AUGUST 17, 2020

My specialty is in helping early stage high-growth tech companies become market leaders. I tend to gravitate to service type SaaS companies that provide valuable products and tools to enable our customers to solve problems and that provide meaningful impact on their businesses. Pete: Sure! I am a 25-year technology industry veteran.

Meeting 59

Meeting B2B Sports Leadership 59

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

ClearAction

OCTOBER 12, 2022

Product Penetration (how much of your total offerings are purchased by a customer). Market Share (how many applicable customers in the world are buying your brand). Share of Mind (how much your marketing/advertising is standing out from other brands). in root cause analysis.

Metrics 62

Metrics Management Effort Score ROI 62

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

ClearAction

JANUARY 6, 2021

When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. Naturally, you want to be the market share leader with your core-growth customers. 13) Stop obsessing about customer journey maps.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. BookMyShow has been redefining this industry for many years as market leaders in looking to grow this segment.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

InMoment XI

FEBRUARY 15, 2023

What these additional elements suggest is that customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization—and that your success will be limited if it is a grassroots effort and not a strategy led and supported by the executive leadership team.

Sports 295

Sports Leadership Lifetime Customer ROI 295

ClearAction

AUGUST 29, 2015

If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. 2) Macro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

ChurnZero

FEBRUARY 1, 2019

Jesse Decker, Chief Customer Success Officer, Cloudvirga. As Chief Customer Success Officer, Jesse Decker leads Cloudvirga’s Customer Success division, working collaboratively with its Product Development, Engineering and Marketing teams to help customers realize the most value from the usage of their products.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

SmartKarrot

MAY 28, 2021

Even though you use all your resources to tame and fame a business, it is the customers who are in charge of your business, at the end of the day. Customers today dictate how you as a brand, should shape your sales funnel, initiate new marketing efforts, and revamp your customer experience. Like what you are reading?

Strategy 17

Strategy How To Customer Centricity Sports 17

Qualtrics

DECEMBER 5, 2019

It’s based on the idea that established companies tend to focus their development on the top end of their markets, leaving a gap for newcomers to rethink the basic principles those companies were founded on, quickly progress and eventually overtake the originators. Lego – from kids’ toy to cultural tool.

Innovation 43

Innovation Brands Ecommerce Video 43

Kustomer

FEBRUARY 18, 2021

He says: So we’ve got alignment between our brand positioning and the criteria for a selection of our talent, how we onboarded them in a very intentional way to orientate and co-locate them into our cultural values. You’re listening to the Customer Service Secrets Podcast by Kustomer. How we reinforce that is through repetition.

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySensum

MAY 20, 2020

With the situation, there has been a change in the mindset of customers. The impact of COVID-19 has been felt by every small and big business and the marketing leaders need to rise above these disruptions and adapt to the New Normal that is evolving. How will COVID-19 affect Customer Experience? Focus to serve.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

ChurnZero

NOVEMBER 15, 2019

We start reaching out to Q4 renewal customers just to prep them for the terms and signature. With our customer marketing, we start to build out our one-to-many outreach cadences, which are largely focused on sending timelines and deadlines, tips and tricks for what to send, and countdowns to holiday sending.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

Gainsight

JULY 7, 2021

Our flagship conference in San Francisco welcomed more than 6,000 Customer Success and Product professionals into the Moscone Center for three full days of education and networking, capped by an amazing gala in the city’s historic City Hall. And beyond. Big Decisions and Big Unknowns in 2021. Kids were returning to school.

Social Media 45

Social Media Conference NPS Customer Success 45

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

SmartKarrot

MAY 19, 2022

This is why customer success is a team sport. Since customer-centric organizations believe in team play, It is not to be played as a single team. Customer Success is a Team Sport, Not the Responsibility of a Single Team. Here is a guide on how various teams can align around customer success.

Sports 10

Sports Customer Success Customer Centricity B2B 10

C Space

JANUARY 18, 2021

For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. Yet, there’s little doubt that Nike has captured the attention of the stock markets.

Engagement 116

Engagement Apparel Financial Automotive 116

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. We updated customers as promised. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

PeopleMetrics

OCTOBER 31, 2014

Brand” translated to marketing and advertising naturally: that world is one of insignias (i.e., Companies stamped their logos onto products as symbols of their provenance, and also to attract potential customers. Right now, for you, no amount of clever branding tactics or marketing budget will add up to improved customer experience.

Brands 103

Brands Customer Experience Culture Sports 103

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

ClearAction

MAY 31, 2015

For example, Marketing and Sales alignment seems like a natural, but there are different time horizons in play for these two groups, along with differing skill sets and deliverables that are not always perceived by the other party to be well appreciated or supported. Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Customer Alignment

SEPTEMBER 27, 2017

We were fortunate enough to ask Joe Gordon, the head of first direct , a few questions on how they lead in a customer led, digital centric market. 1) ORGANISE AROUND THE CUSTOMER Customer Experience leaders have the right organisational structure that facilitates a customer centric culture.

Customer Experience 40

Customer Experience Banking NPS Innovation 40