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

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

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? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

SurveySparrow

JANUARY 7, 2021

It’s a no brainer that covid-19 has brought major changes in every aspect of your customers’ life— purchasing behaviors, needs, and emotional mindset. Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

West Monroe

JUNE 26, 2018

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. A unified customer experience strategy requires more than employee engagement.

Customer Centricity 40

Customer Centricity CRM Employee Engagement Loyalty Programs 40

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. It’s their job to truly represent the customer in every meeting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

PeopleMetrics

AUGUST 25, 2015

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

Magellan Solutions

MAY 25, 2018

To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training. Start with the basics — customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Which reminds me.

Customer Centricity 48

Customer Centricity Employee Engagement Exercises Insurance 48

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 99

Customer Experience Self Service Advertising Customer Expectations 99

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

SurveyGizmo

MARCH 18, 2021

Alchemer Customer Engagement for Sales. Alchemer Customer Engagement for Sales is designed to help sales teams build hyper-personalized relationships with customers throughout the entire buyer’s journey. Employee Centricity is Customer Centricity. Customer-Centric Extras.

Customer Centricity 52

Customer Centricity Course Employee Engagement Survey 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. And who can blame you?

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. And when there is no mission around what to deliver, employees are left to make it up as they go.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

APRIL 9, 2015

What’s your customer experience mission? I have introduced the idea of customer experience to many people. When we get right down to it, they have a tough time determining what should be included in the customer experience mission. How do you want customers to experience your brand? Barnes & Noble.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Strativity

OCTOBER 1, 2015

While it’s a bit of an exaggeration that is what many companies are facing as they launch customer centricity programs. A recent study conducted by Harvard Business Review Analytic Services, sponsored by Strativity, found that 79% of businesses plan to have customer centricity strategies in place within the next two years.

Customer Centricity 40

Customer Centricity Study Analytics Customers 40

ProProfs Chat

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

Michelli Experience

MAY 15, 2018

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. This week I will focus on the Don’ts of Customer Experience and next week the Do’s. 5 Things You Should Not DO in the Name of Customer Experience.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. What’s really meaningful to your customers? B2B organizations should also pay attention.

B2B 110

B2B B2C Ecommerce Social Media 110

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

SurveySparrow

JULY 18, 2023

Did you know that delivering an exceptional customer experience can be a game-changer for your business? Imagine a world where every interaction with your brand leaves a lasting impression, where customers become loyal advocates and ambassadors.

Strategy 52

Strategy Marketing Customer Experience Omni-Channel 52

Experience Investigators by 360Connext

MARCH 5, 2015

Disappointing a customer really comes down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are the steps to disappointing any customer. If the shipping is late or the product needs more time, communication is your best ally with customers.

Customer Service 110

Customer Service Sports Social Media Communication 110