Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 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. Our focus today: Systems. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

Lumoa

OCTOBER 31, 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. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

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

Michel Falcon Experience

OCTOBER 10, 2014

I can say, without exaggeration, I have devoted 1000′s of hours studying customer experience management and how it will grow a business. Being a capitalist, I focus my attention on customer experience because of revenue and profits. You must first enhance your employee experience. Jeff Bezos.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Totango

FEBRUARY 11, 2022

Despite this data on the importance of B2C customer experience, B2B brands have lagged in prioritizing their clients’ experiences. Just 14% of large B2B brands are truly customer-centric, according to research by market research firm B2B International.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Beyond Philosophy

OCTOBER 8, 2014

Apple just announced their mobile payment system by way of their Apple Pay App that they have just launched with their iPhone 6. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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

Win the Customer

JANUARY 4, 2016

As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world.

Customer Experience 52

Customer Experience Leadership Case Study Customer Relationship Management 52

Beyond Philosophy

OCTOBER 8, 2014

Apple just announced their mobile payment system by way of their Apple Pay App that they have just launched with their iPhone 6. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Apple just announced their mobile payment system by way of their Apple Pay App that they have just launched with their iPhone 6. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. Here’s how to gain momentum as your organization responds to mandates and how to take intentional steps toward the future of customer-centric, cross-agency collaboration.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. In customer experience management, my job is to maximize our index (e.g.

Customer Experience 71

Customer Experience Social Media Effort Score Customer Experience Management 71

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. HOW CAN YOU ENSURE THAT MANAGEMENT IS ON-BOARD? INTRODUCTION. PURPOSE AND STRATEGY WORK TOGETHER.

CEM 40

CEM Strategy Insurance Abandon Rate 40

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Be holistic, and get specific in order to drive ownership and action across the chain leading up to what customers see.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

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

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.”. Rachel McBrearty, Chief Customer Officer, LeanData. She began her career with Accenture.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Horizon CX

OCTOBER 3, 2020

Systems Thinking (the big picture). As with any system and especially within organizational systems, there are many functions and moving parts. Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ShepHyken

MAY 2, 2022

The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. If you aren’t willing to take customer experience management seriously, odds are someone else will. It validates that you’ve done well for your customers.

Customer Service 71

Customer Service Social Media NPS Customer Experience Management 71

Seaton CX

SEPTEMBER 27, 2023

In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain. We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about !

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. The future of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. A: Yes and no.

Company 48

Company Customer Experience Social Media Customer Journeys 48

Experience Matters

APRIL 7, 2015

NICE Systems. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives. NICE Systems. Clarabridge. Rant & Rave.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. A: Yes and no.

Brands 54

Brands Customer Experience Social Media Customer Journeys 54

Verint

JUNE 21, 2017

Here are three strategies for ensuring middle managers are CX advocates, too. They have an intrinsic understanding of what it means to be customer-centric in the work they do. Communicate CX information regularly, using the Voice of the Customer. Align hiring, performance management and reward systems.

Management 37

Management Effort Score Customer Centricity Customer Satisfaction 37

Michel Falcon Experience

JULY 17, 2015

Creating positive change within companies with customer experience is what I do for a living. I help companies outline their entire customer experience, and build the right systems and processes to improve their customer experience and help grow their business. What do they all have in common?

Industry 60

Industry eBook Employee Experience System 60

ClearAction

NOVEMBER 21, 2015

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Most companies relinquish customer experience management to the customer-facing functions. Customer Experience for the Future: Context is King.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. The transactional surveys that are sent out are frequently long and often don’t ask the insightful ‘why’ question of customers. Depending on the source you read, 80-95% of customer data is unstructured.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Michel Falcon Experience

FEBRUARY 19, 2016

[bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60