ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. The Common Method of Customer Experience Training. Set customer-centric expectations from the first interview.

How To 378

How To Customer Journeys Culture Training 378

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

JUNE 16, 2021

Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You could feel that customer service was at the heart of what they were about. He shared his favorite meals and how it is as much an event to cook them as it is to eat them. Of course, we told him about ours.

Culture 140

Culture Customer Centricity Customer Service Training Course 140

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

FEBRUARY 22, 2021

Carole McCluskey: Create Memories That Count by SMG Events. CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are often the most memorable. Here are my top five picks from last week.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

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

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. The example Minkara gave was the recent hurricanes.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

ijgolding

JULY 12, 2016

Yet as I have written in the past, talking about Customer Experience is the easy bit – starting to do something about it is hard, whilst embedding a customer focused mindset is the hardest thing of all. It is remarkable just how many organisations seem to have a restructure as an annual event.

Customer Journeys 120

Customer Journeys Customer Experience Customer Centricity Meeting 120

ijgolding

OCTOBER 16, 2017

This dissertation has given me opportunities that I never thought I would have had; from presenting my concepts at the IAAPA European Attractions Show in Gothenburg which is the largest event of its type in Europe. I was so excited of how I could use my experiences and new knowledge base to shape businesses to make them more customer focused.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . The event was top-notch (hats-off to all those involved with planning the details behind executing the event).

NPS 54

NPS Connections Customer Centricity Customer Success 54

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. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ijgolding

MAY 2, 2017

Mr Munoz’s first statement was as follows: “This is an upsetting event to all of us here at United. I apologize for having to re-accommodate these customers. Customer centric? Oscar Munoz did not issue this letter because customer centricity is at his very core – he issued it because he had no choice.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ijgolding

NOVEMBER 29, 2016

With the creation of the Customer Experience Professionals Association in 2011, it is only in the last five years that the skills and competencies required for an organisation to become continuously and sustainably customer centric have come to the fore. The big question is why?

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

Eptica

OCTOBER 9, 2019

Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. What’s scalable is being customer-focused to build the right things!

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

SurveySparrow

DECEMBER 8, 2023

Inbound lead generation is customer-centric. Instead of bombarding a broad audience with messages, it focuses on understanding your ideal customers and solving their problems. This customer-focused approach not only attracts leads but cultivates trust and loyalty.

Social Media 52

Social Media eBook Survey Customer Centricity 52

Experience Investigators by 360Connext

MAY 17, 2018

It’s one of my favorite events because it’s unique in its approach – everyone is there to learn from each other. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! But per usual, I was learning from and with my peers.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Amazing Business Radio.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Beyond Philosophy

OCTOBER 8, 2014

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. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

CX Journey

OCTOBER 23, 2014

According to Investopedia , an inflection point is: An event that results in a significant change in the progress of a company, industry, sector, economy or geopolitical situation. They go on to explain that: Andy Grove, Intel''s co-founder, described a strategic inflection point as " an event that changes the way we think and act."

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).

Customer Centricity 41

Customer Centricity Culture Leadership Training 41

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).

Customer Centricity 41

Customer Centricity Culture Leadership Training 41

Kayako

NOVEMBER 21, 2018

After answering customer emails and resolving support tickets for a few months, Ahref’s marketers have a much better understanding of how their customers think, which helps them create content, develop marketing messages and speak to the issues they know their customers experience. Weave customer service into everything you do.

Culture 120

Culture Banking How To Customer Service 120

Talkdesk

AUGUST 21, 2017

Spothero is also one of our innovative leaders speaking at our Historic Chicago LondonHouse Event on August 24th. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.).

Customer Centricity 40

Customer Centricity Culture Leadership Training 40

Kustomer

NOVEMBER 1, 2021

A podcast series usually features one or more regular hosts who engage in a discussion about a specific topic, theme, or event. Amazing Business Radio – Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer centric weekly podcast. Experience This!

Customer Service 98

Customer Service Entertainment Trends Social Media 98

Integrity Solutions

JULY 13, 2020

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Companies that invest in building a customer-centric sales and coaching culture have much higher rates of employee engagement, loyalty and productivity. It’s not for lack of activity.

Sales 104

Sales How To Competitive Advantage Training 104

Education Services Group

JULY 5, 2022

Some attendees undoubtedly left the event with a brain full of great pieces of advice to take back to their teams to implement ASAP, while others may have walked away with their minds spinning with more questions than answers ( we’ve all been there! Customer centricity needs to be a cross-departmental philosophy.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Customers Rock!

MAY 5, 2011

But customer service is not enough. You also need marketing that connects with your current customers. In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Totango

MAY 5, 2020

With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. Digitization has created a wide variety of customer engagement options. The Future of B2B Customer Retention.

Customer Retention 62

Customer Retention B2B Strategy Multi-Channel 62

Retently

NOVEMBER 17, 2023

Some customers might be willing to do that simply because they love your brand or because they like you to acknowledge them (they’re loyal clients for a reason, after all). Additionally, you must always ensure that your marketing efforts remain aligned with evolving customer expectations. Take Groove, for example.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

Tips 52

Tips Social Media Policies Case Study 52

Beyond Philosophy

OCTOBER 8, 2014

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. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60