Zeisler Consulting

AUGUST 10, 2020

Regardless of what sort of organization we’re talking about, and regardless of the segmentation of Customers, we can’t improve the CX without first listening to and understanding what our Customers say about our current products and/or services and what they’d prefer to see from them. Volumes can be (and have been!)

Culture 93

Culture Customer Centricity Exercises Strategy 93

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.

B2B 98

B2B Customer Experience Roadmap Culture 98

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.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

AUGUST 22, 2020

This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Rewards. “You

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Heightened empathy and benevolence go beyond touch-points to include policies and processes that are owned by a wide variety of functional areas.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Second to None

AUGUST 21, 2018

If your brand has never tried Customer Experience measurement in the past, then starting off measuring a new aspect of your organizational identity is a good jumping off point to collecting these key drivers for CX improvements. Regardless of the industry you encompass, stagnation can be damaging to the overall success of any brand.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

ShepHyken

FEBRUARY 22, 2019

Trader Joe’s proactively offers customers samples of anything on the shelves to ensure people like the products before purchasing. Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store. I could write a book just about my Trader Joe’s customer experience!

Hotels 107

Hotels B2C Loyalty B2B 107

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

CX Journey

APRIL 5, 2017

When that happens, the customer wins. If your executives aren't on board with developing a customer-focused and customer-centric organization, then forget it; it won't happen. You might have localized or departmentalized efforts, but those will be siloed efforts that translate to siloed experiences for the customer.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ClearAction

DECEMBER 14, 2017

Customer satisfaction — comparison of customer’s reality versus expectations. Service excellence — delivery of purchased services or remedial services, or post-sale assistance to customers. Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer satisfaction — comparison of customer’s reality versus expectations. Service excellence — delivery of purchased services or remedial services, or post-sale assistance to customers. Customer-centricity — degree that customers’ welfare is at the center of the solution provider’s decision-making and actions.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. Customer-facing roles communicate or deliver value.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

ClearAction

APRIL 18, 2020

Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture. Thorough understanding of customers’ expectations and realities is a prerequisite to preventing issues that bother customers. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

MAY 9, 2019

What will please customers and what will creep them out? Honesty is the best policy. We are not talking about sneaking a small, hard-to-read phrase into the fine print of a tedious terms and conditions agreement, but rather a clear and concise statement that lets customers know how, and why, their data is being collected.

Data 86

Data Social Media Study Consumers 86

Second to None

AUGUST 7, 2018

This will reassure customers who are concerned about online shopping. Remind Site Visitors of Your Value – Highlight benefits that you offer your customers. Free shipping, easy return policy, and concern for your customers’ security should all be easily visible on checkout pages.

Strategy 63

Strategy Abandon Rate Voice of Customer Tips 63

Innovative CX

MAY 10, 2019

With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Is there a procedure or policy that everyone knows is a customer friction point? One and Done. Don’t boil the ocean.

Customer Experience 40

Customer Experience Culture Travel Touchpoint 40

CX Journey

DECEMBER 27, 2017

What improvements do they need to make to their specific policies and processes? Customer feedback must be engrained into the company's culture, into its DNA; when the customer's perspective becomes not only desired by - but also persuasive throughout - the organization, you have achieved a customer-centric culture.

Feedback 118

Feedback Metrics Culture Customer Retention 118

SuiteCX

MARCH 31, 2015

Common HR hiring policies. Establishes standards, data and tech platforms across enterprise. Customer Centric Center of Excellence by BU Centralized team which establishes some common technology, processes, metrics, data and customer experience governance. Common data teams.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

ClearAction

JANUARY 16, 2016

It is an important step toward true customer-centricity and growth-building customer experience transformation. Establish a cadence for reviewing customer comments in cross-organizational workshops, following through on action plans, and communicating progress to your entire customer base.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

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. Currently working at Qualtrics as a Sr. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Second to None

OCTOBER 2, 2018

Or if employees believe the environment is too stuffy, consider implementing policies that make the office a more relaxed, easy-going workplace. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

How To 59

How To Social Media Employee Engagement Brands 59

Strativity

JULY 18, 2018

At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins. Those companies were born customer-centric.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40

ClearAction

AUGUST 13, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Corporate strategy is customer experience strategy , and vice versa.

Customer Experience 48

Customer Experience Financial Customer Journeys Customer Experience Professionals 48

ClearAction

FEBRUARY 27, 2015

" Additionally, customer experience insights should be woven into strategies, organization structure, processes, policies, hiring and promotion criteria, training and performance assessment, and the general psyche of the company. Apply your customers' goals to your executives' and employees' goals.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

SmartKarrot

JANUARY 10, 2022

Here are some of the strategies you can adopt while trying to deliver a great customer experience on a budget. Use voice-of-customer, which is almost free. This means one needs to piece together customer info across formats- surveys, reports, internet, complaints, etc. It is important for customer success.

Self Service 10

Self Service Customer Experience Customer Centricity Social Media 10

Pink Guava

OCTOBER 31, 2018

Remember, these champions have to be self motivated, customer centric and teamplayers. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. Make sure that you have, Identified process owners at various touch points along the entire customer journey(s)?

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

ClearAction

MAY 18, 2017

The Temkin report also showed significant advantages among VoC programs that are at the Transfomer and Collaborator (tailoring customer feedback to stakeholders who are diligently engaged in continuous improvement) levels. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

ClearAction

FEBRUARY 26, 2015

Accelerate participants' and readers' attention toward "how do these insights change the way we should look at all of our existing efforts, processes, policies, business models, messages, handoffs, and mindsets?" Comments are Customer Experience Gold. Customer Experience Text Mining for Gold Nuggets.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

NOVEMBER 18, 2015

This can help you to develop a multi-year organizational adoption and accountability roadmap for customer experience excellence. And that's key toward nurturing a customer-centric culture. Therefore, winning customer experience strategies embrace cross-functional management of processes.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

JANUARY 11, 2023

Establish a scalable enterprise offshore Tier I Customer Service team, including developing a budget, identifying a viable location, initial staffing, training, and tooling for operational go-live. Build a Customer Success organization to support customers from onboarding and training, through to long-term digital transformation projects.

Customer Success 19

Customer Success Roadmap Policies Customer Centricity 19