ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ijgolding

MAY 23, 2016

Whilst many companies are capturing at least VOC, too often, the VOC they are capturing is NOT representative of the ‘end to end’ customer journey – and sometimes of all types of customer. As a result, it is difficult (and sometimes impossible) to correlate a change in the performance of processes with customer feedback.

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Bruce Temkin.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

NOVEMBER 24, 2015

Whilst many of the people who have had to endure my ramblings are aligned to my passion for the subject of Customer Experience, there will always be some who have a different perspective. Very often we will endure experiences that fail to meet our expectations but do NOTHING about it. It is not a right to have customers.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

ChurnZero

APRIL 5, 2019

How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. What is interesting about the Gulf Region is that increasing competition appears to be influencing the advancing continuous improvement culture.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. How Customer Success Can Catalyze Customer-Centric Change. Emphasizing CX within the B2B context and the role of Customer Success teams in driving change, this webinar will: . Too many even.

Customer Retention 61

Customer Retention Customer Centricity Customer Success Sales 61

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. But each of those customers has a unique perspective based on those same emotions and histories.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Increase the chances of customer retention. Negative Customer Feedback. So is customer recovery.

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97

Chattermill

JUNE 25, 2019

A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. One of the biggest mistakes you can make is treating the customer experience as an external effort. Creating a customer-centric culture comes from within. Poor Use of Data.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ijgolding

JULY 1, 2015

Whilst there are often cultural differences from country to country, the premise is largely the same – how can we influence organisations to be more genuine and authentic at being Customer Centric so we can deliver greater advocacy, loyalty and growth.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Pointillist

JUNE 5, 2019

About 80% say a journey-based strategy is of high importance to the overall success of a company, and has particular relevance to customer satisfaction, customer retention, and customer lifetime value. Analytics are the fuel to understand where and how you have an opportunity to change behavior through intentional design.”

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40