Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Verint

SEPTEMBER 22, 2017

A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth. These macro proof points have been sufficient for many organizations to initially invest in customer experience initiatives—this has been great for customer experience professionals and the overall CX space.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Inspire Voice of the Customer Actions: 12 Ideas. Measure Customer Value the Customer's Way.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. This will push more aggressive change driven by Customer Experience professionals.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Kia Abbott – CCXP and Customer Experience Manager at Cape Union Mart Group.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Journey

NOVEMBER 11, 2014

Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year. Journey maps are a valuable tool in your company''s effort to improve the customer experience.

Customer Journeys 189

Customer Journeys Policies Touchpoint Customer Experience Professionals 189

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob is the author of the best-selling book Hooked On Customers. Bob Thompson.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Customer Journey Management.

Customer Journeys 130

Customer Journeys Net Promoter Score Analysis Effort Score 130

ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. To create a customer centric culture, it is critical that a business is able to introduce and embed some rigor and structure into the way it goes about managing the customer experience.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Michel Falcon Experience

FEBRUARY 19, 2016

bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

FEBRUARY 26, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Inspire Voice of the Customer Actions: 12 Ideas. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

ClearAction

FEBRUARY 23, 2015

Notes: Customer Journey Mapping is part of VoC, Customer Insight & Understanding, which is one of the six domains in the body of knowledge advocated by the Customer Experience Professionals Association (CXPA). Inspire Voice of the Customer Actions: 12 Ideas. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? Together, we will make our businesses stronger.

Customer Experience 60

Customer Experience eBook Social Media Training 60

Verint

OCTOBER 3, 2017

A few years ago she realized at our annual Engage customer conferences that we needed to take advantage of the opportunity of having so many of our incredibly valuable customers in the building with us, so she spearheaded the creation of the onsite “CX Zone.”

Customer Journeys 34

Customer Journeys Feedback Conference Customer Satisfaction 34