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? We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze: "That’s not handled by us; so-and-so will have to take care of you." Coordinate Managers of Customer Experience.

Customer Experience Management 100

Customer Experience Management Management Sports Customer Experience 100

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. In contrast, your customers and clients are incredibly lightweight and agile. But over time, as customers develop new needs and issues, your not-so-nimble ship might also become not-so-useful for them. Imagine an ocean scene.

Customer Centricity 96

Customer Centricity Competitive Advantage How To Feedback 96

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

How To 419

How To Customer Experience Metrics NPS 419

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Customer Experience 54

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric and competitor-centric marketing, toward putting the individual or most profitable customer at the center of marketing design and delivery.

Customer Centricity 59

Customer Centricity Customer Experience Marketing Study 59

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. How do you take action on customer experience?

Net Promoter Score 445

Net Promoter Score Customer Experience CEM B2C 445

PeopleMetrics

APRIL 9, 2015

In this post, we’ll talk about how that theory applies to customer experience. Customer experience strategy should be approached in the same way. Great customer experience takes a lot of work. Depending on your organization, you may have to sit through meetings, phone calls, demos, conferences, and discussions—before your effort reaches a single customer. It just means that the customer only sees the result.

Strategy 125

Strategy Customer Experience Conference B2B 125

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Discover our award-winning Customer Experience (CX) blog: [link].

Feedback 71

Feedback CEM Customer Centricity Management 71

CX Journey

JUNE 22, 2017

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. They become the backbone of your customer experience management efforts.

Social Media 146

Social Media Feedback Touchpoint Customer Journeys 146

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. Here's the recipe: 1) Micro Customer Experience Action. Closing the loop with a customer about a low rating on a survey or an issue they've contacted the company about is in almost everyone's recipe for customer experience improvement.

ROI 117

ROI Sports Customer Experience Groups 117

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control.

How To 376

How To Customer Experience NPS Touchpoint 376

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. At the same time, it enlightens the entire employee base to better anticipate customer expectations and reactions.

Policies 54

Policies Trends Customer Centricity ROI 54

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and supporting behaviours to turn talk of customer centricity into reality. Customer Personas.

Measurement 213

Measurement Customer Experience How To Customer Journeys 213

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report.

Customer Experience 69

Customer Experience Competitive Advantage Chief Customer Officer Feedback 69

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Strategy 286

Strategy Net Promoter Score CEM B2C 286

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience?

Touchpoint 71

Touchpoint Net Promoter Score Feedback Customer Journeys 71

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 160

Net Promoter Score CEM B2C NPS 160

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. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. What is customer experience? What is great customer experience? Customer Experience

Customer Experience 337

Customer Experience Metrics Net Promoter Score Customer Connectedness 337

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 Let’s find out what the field professionals actually experience. Customers want you to know them.

Customer Centricity 160

Customer Centricity Customer Experience omnichannel Competitive Advantage 160

ijgolding

APRIL 4, 2016

I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about customer experience management? Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. Why is it so important for businesses today to focus on customer experience?

Data 156

Data NPS B2B Government 156

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CEM Net Promoter Score Effort Score 66

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your Customer Service Team Matters. Showcase Your Customer Support Team Progress.

Customer Experience 71

Customer Experience eBook Report Tips 71

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 59

Customer Care CEM Net Promoter Score Effort Score 59

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Customer Experience 79

Customer Experience Feedback CEM Net Promoter Score 79

SurveySensum

MARCH 4, 2021

She is a CX entrepreneur that designs products, services, and solutions that helps businesses attract, satisfy, and retain customers while improving the customer experience management capabilities of teams. What you as a Customer Experience Professional doing wrong?

Metrics 52

Metrics ROI Measurement Voice of Customer 52