Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. What Does a Chief Customer Officer Do? Let’s explore.

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters. .

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Alida

AUGUST 27, 2018

In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. That’s why patient experience has become a big priority. Improving patient experience is an investment worth making. Having a champion of patient-centricity can help.

Hospitality 95

Hospitality Retail Leadership Study 95

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

SurveySparrow

JUNE 30, 2023

Have you ever wondered who plans the seamless and enjoyable experiences that you have as a customer? Here comes the customer experience manager —a talented individual who turns interactions into priceless memories. Who is a Customer Experience Manager? “Customer experience is the new marketing.”

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

Vonage

APRIL 13, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Establish a framework for delivering a seamless customer experience. It’s as simple as that.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Beyond Philosophy

JULY 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. To understand customers, the enterprise needs to think in human, emotional terms. Michael Lowenstein, Ph.D.,

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Daniel Group

NOVEMBER 30, 2022

a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality). His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

ijgolding

JANUARY 15, 2016

Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A LOT of people who DO NOT recognise Customer Experience – either as something of significant importance to business strategy OR as a profession at all.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self Service 74

Self Service Net Promoter Score Trends Leadership 74

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. Is your company short-sighted when it comes to the customer? Unfortunately, too many of them still either don''t think about the future customer experience* or think focusing on customer experience is a one and done/project.

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. The customer is the hero of the story. Transitioning from the contact center to CX leadership. “You guys all suck.” Nate Brown.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. KPIs to Share With Executives.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries.

Management 41

Management Automotive Leadership Effort Score 41

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Heart of the Customer

OCTOBER 16, 2014

Last year I interviewed a customer experience leader for my blog. We’re dealing with senior leadership at various levels of support and engagement. When the CEO and senior leaders articulate strategy, where does the customer experience fit? How do you get him or her to believe in the business case?”

Leadership 107

Leadership Comparison Analysis Training 107

Innovative CX

FEBRUARY 26, 2019

Have you ever been in a discussion with colleagues when the question is asked, “Who owns the customer in our organization?”. Or better still, “Who owns the customer experience?” Of course, there is truth in the “everyone does” response - all of us do have a role in delivering an exceptional experience to our customers.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

Alliance by IFS

OCTOBER 8, 2019

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market. The transaction will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry.

Leadership 93

Leadership Financial Telecommunications Software 93

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

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. Annette Franz. Why we love Augie: He’s the Sr.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. So, that team is kind of like the architect who designs the journey for the customer.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130