How to boost customer loyalty in a tough economy
eglobalis
NOVEMBER 1, 2023
How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.
Customer Centricity Customers Employee Experience Loyalty 
Customer-centric leadership – what does it really mean?
ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses.
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Evolution of Quality Management: From Compliance to Customer-Centric
Playvox
FEBRUARY 6, 2024
Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?
Insights Utilization Rate Drives Growth Through Customer-Centric Organizations
ClearAction
JANUARY 8, 2024
Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).
The 7 habits of Companies with successful customer-centric cultures
CloudCherry
FEBRUARY 28, 2018
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. You need employees who can gel with these values.
Unlock The 3 Key Net Promoter Score Drivers
InMoment XI
AUGUST 17, 2023
Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience
eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
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Tips for Transforming to a Customer-Centric Company Culture
ECXO
JUNE 15, 2021
Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s not a project that you start and finish nor just about offering great customer service. Establish customer centric values.
Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
Experience Investigators by 360Connext
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!
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Revolutionizing Customer Experience: Crafting an Effective Customer Experience Strategy
InMoment XI
JULY 12, 2023
With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?
NPS Best Practices: Be a Leader not a Laggard
InMoment XI
AUGUST 2, 2023
In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.
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The Art of Selling CX
Horizon CX
DECEMBER 1, 2023
The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.
The X-Factor That Drives Customer Loyalty
Integrity Solutions
SEPTEMBER 2, 2021
The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.
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7 Top Tips to Create a Customer-Centric Culture
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company!
Best of the Podcast: Revamp Your Employee Experience By Rethinking Your Hiring Methods
Customer Bliss
NOVEMBER 23, 2018
Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role.
Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!
InMoment XI
MARCH 14, 2023
That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty.
5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.
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What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)
Experience Investigators by 360Connext
APRIL 2, 2024
Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!
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Spotlight, by InMoment: Supercharging CX with AI
InMoment XI
FEBRUARY 1, 2024
Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights.
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Communicating CX: 15 Tips for Talking About Customer Experience
Experience Investigators by 360Connext
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.
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Is Your Organization’s Customer Experience Success Intentional?
Experience Investigators by 360Connext
JULY 11, 2023
Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .
Is Your Company Customer-Centric or Ego-Centric?
Michel Falcon Experience
SEPTEMBER 9, 2014
Being customer centric requires you to be able to operate from the viewpoint of the customer. In other words, can you remove yourself as a professional and make operational decisions based on how you would react if you were the customer? ’ Video : What is a Customer Company? It was hilarious!”
What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)
Experience Investigators by 360Connext
APRIL 2, 2024
Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason!
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Customer Experience = Seeing + Being + Doing
ECXO
JUNE 11, 2023
Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.
XI Café Podcast, Episode 6: Demonstrating CX Impact, ROI, and More With The Customer Show’s Mary Anne Ghobrial
InMoment XI
APRIL 18, 2023
Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Here’s an overview of their Q&A: What Is the Customer Show? What Is the Purpose Behind the Customer Show? There are many ways to do that, but the result is to give good experiences to customers.
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Employee Advocates: Their Role as Committed Company Assets, Active Communicators, and Key Contributors to Stakeholder Value
InMoment XI
DECEMBER 16, 2021
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn’t equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a distinction.
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Secrets to Customer-Centric Business Growth
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.
Shifting to a New Paradigm in Customer and Employee Experience
Natalie Petouhof
JANUARY 28, 2021
Tweet In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. While there are many interpretations of the word empathy, in the context of being of service to your customers and employees, I’d like to offer what I think empathy means.
The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth
ECXO
MARCH 21, 2023
Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.
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5 Things Great CEOs Understand About Customer Experience
Experience Investigators by 360Connext
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.
Context in Customer Service: Why Is It Important in Customer Experience
Kayako
AUGUST 19, 2022
In terms of customer relationship management, when agents take note of the details about a customer’s situation relative to the call, they are gathering contextual data about the subject. Another way of thinking about it is, wouldn’t it be great if agents could read the customer’s mind before they get on a service call with them?
Economics of Empathy – Why Customer, Employee, and AI Centricity Pays, featuring Dr. Natalie Petouhoff
ECXO
MARCH 20, 2024
eAAQApHd About Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience. Passionate about customer-centricity, Emma helps organizations worldwide implement transformative strategies for better customer service.
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Top 5 Customer Service & CX Articles for Week of March 18, 2024
ShepHyken
MARCH 18, 2024
Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.
5 Top Customer Service Articles of the Week 12-5-2022
ShepHyken
DECEMBER 5, 2022
Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.
Improve Customer Experience in 3 Steps, No Matter Your Budget or Title
Experience Investigators by 360Connext
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.
CX Day 2021: A Reflection on My Customer Experience Journey
BlueOcean
OCTOBER 8, 2021
Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. But did you know that we’re currently living in The Age of the Customer?
5 Top Customer Service Articles For the Week of April 19, 2021
ShepHyken
APRIL 19, 2021
Each week I read a number of customer service and customer experience articles from various resources. 10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg. My comment: Customer service training doesn’t cost. Want to Make Retail Customers Happy?
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An Article On Customer Experience That Actually Makes Sense
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. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?
How to Ensure Customer Experience is a Key Element of Your Business Strategy
ijgolding
APRIL 19, 2017
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.
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Best Customer Experience Books 2023 in Digital Data, Design and Centricity
eglobalis
DECEMBER 7, 2023
Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.
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How to Close the Loop on Customer Feedback
PeopleMetrics
FEBRUARY 18, 2021
How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? But that all depends on how effectively you're closing the loop with your customers. Discover our award-winning Customer Experience (CX) blog: [link]. Absolutely! Watch on YouTube. ? ? ?.
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The 7 Sins of Customer Experience
ECXO
MARCH 15, 2024
The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.
Customer Experience Weekly #7: Employee Experience
Talkdesk
JUNE 28, 2016
Welcome back to the CXW, the once a week roundup of customer experience insights from around the web. This week’s topic is the employee experience. How does the work environment and team morale impact the way customers perceive companies? What can be done to promote a customer-centric culture in the workplace?
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