Ecrion

JUNE 18, 2018

While lower risk drives down premiums, the business world at large is also increasing the emphasis on customer retention, locking in on their biggest missing puzzle piece – Customer Communications Management. Keeping Your Focus Customer-Centric. From a customer loyalty standpoint, however, this is only half of the circle.

Insurance 40

Insurance Technology Omni-Channel Wireless 40

Beyond Philosophy

JUNE 29, 2015

Starbucks, for example, learned via its community that customers were not staying in the stores when the batteries on their smart phones ran out of power, leaving to go back home or to their offices to recharge. Domino’s has partnered with Lionsgate Pictures to offer a code for free streaming movies when a pizza is ordered.

Consumers 60

Consumers Wireless Banking Leadership 60

TechSee

APRIL 10, 2019

To get started on the road to improving customer experience, take stock of your customers’ pain points, and determine the business impact of reducing their pain. Drive long-term loyalty? BT – Customer-centric culture. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Talkdesk

JULY 31, 2017

We all send SMS and we extend this to our customer because it’s a very natural way to communicate. What do you hear from customers about proactive service? I am a member of their loyalty program, so they greet me, give me a room, and the first thing I do when I get into my room is get on the internet.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We all send SMS and we extend this to our customer because it’s a very natural way to communicate. What do you hear from customers about proactive service? I am a member of their loyalty program, so they greet me, give me a room, and the first thing I do when I get into my room is get on the internet.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Net Promoter Score is a valuable leading indicator of customer loyalty.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Michel Falcon Experience

JANUARY 10, 2019

Eventually, I created something I now refer to as The 3 Common Customer Personality Types. I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus. Let’s pretend James Bond was your customer. I love tequila.

Training 151

Training Customer Service How To Employee Engagement 151

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Answer Dash

APRIL 17, 2020

As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Michel Falcon Experience

JANUARY 31, 2017

The livelihood of our business depends on customer loyalty and, to achieve customer loyalty, our team members must be set up for success. At Baro, we separate our training in two parts: customer-centric (i.e. Why wouldn’t we? For me and my partners, this is a non-negotiable. Bad training is expensive!

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Michel Falcon Experience

JULY 17, 2015

But first we need to learn what customer experience is—as well as what it isn’t—and discover why organic growth is a must. Keynote: Verizon Wireless Retail Summit. And here’s why I want to teach you: for nearly a decade, customer experience has been my niche. Open up to me if you’d like.

Industry 60

Industry eBook Employee Experience System 60

Bold360

DECEMBER 1, 2016

Chip Bell is a customer loyalty expert and author. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! Erol Toker is the Founder and CEO of Truly Wireless. Ajay Prasad. gmrtranscripts. Erol Toker. TrulyWireless. SocialAnnex.

Software 40

Software Customer Experience Company CRM 40

C Space

OCTOBER 1, 2018

For T-Mobile, that means injecting clarity into a wireless industry that has thrived on a degree of obscurity and ambiguity, particularly when it comes to the fine print of plans and pricing. Stop & Shop is supporting the launch of a major store refresh program with an advertising campaign reflecting the chain’s customer-centric strategy.

Trends 40

Trends Brands Airlines Wireless 40

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to share what customer personality types are cause I do not believe you can deliver the same experience to every single customer the exact same way. That’s the furthest thing away from delivering a personalized experience, which gets away from earning true loyalty. The outcome of that is loyalty.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60