PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. Far away from the customer, it becomes easy to buy into intuition and personal perspective. TUI – mid-course presentation by Tobias Toft , CC BY 2.0. So it really is a lot like Telephone.

Customer Experience Management 48

Customer Experience Management Sales Customer Experience Management 48

Seaton CX

DECEMBER 6, 2022

You’re always battling ignorance and skepticism about the value of customer experience management. You know the MBR is different from an all-hands meeting or town hall, where you rally employees with a memorable CX presentation. This executive leadership team doesn’t want to be inspired and motivated. Join us!

Leadership 75

Leadership Conference ROI Meeting 75

Oracle

DECEMBER 17, 2019

.” CX leaders are still plagued by the challenges of transitioning to a customer-centric culture; unable to solve the common customer experience management problems of low organizational commitment, poor alignment of cross-functional teams and competing agendas and priorities.

Leadership 52

Leadership Trends Customer Journeys Customer Centricity 52

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. The post Framing Customer Experience to Win Leadership Buy-In appeared first on Win the Customer!

Leadership 52

Leadership Customer Experience Fashion Culture 52

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

CX Centric

JULY 27, 2023

He is also well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, the voice of the customer programs, employee engagement, and many more. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? This led to substantial gains in trust, lifetime value, and ongoing growth. How is value maximized? Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Get all of the stakeholders involved in the process.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Here’s an example of how a startup’s customer experience department might be structured.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Adrian Swinscoe

FEBRUARY 14, 2024

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.

Customers 59

Customers Data How To Customer Focused 59

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. With gains of up to 30% in company value tied to a 10% rise in customer retention, businesses cannot afford to neglect CX improvements. Customer experience presents a lucrative opportunity for those who invest wisely.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. You can’t manage customer experience mid-pyramid, because its roots are in the foundation.”.

Management 69

Management Customer Experience Management Financial ROI 69

Clarabridge

OCTOBER 18, 2016

Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? Lisa Sigler is Sr.

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

Playvox

SEPTEMBER 30, 2022

Your Customer Service Team Matters. Lilith Antunovic , customer experience manager at Rentman , found herself experiencing this issue throughout her career — so she set out to change the view of customer service teams within the community. Showcase Your Customer Support Team Progress.

Contact Center 67

Contact Center Report eBook Tips 67

Wootric CX Blog

SEPTEMBER 17, 2020

Set clear metrics and use hard data to measure customer experience management. Another point that needs to be kept in mind is that customer engagement is an integral part of delivering exceptional experiences. Firm and open leadership. This needs to involve more than just rhetoric or platitudes. Conclusion.

Customer Experience 71

Customer Experience Leadership Course Consumers 71

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. This drives improvement in scores.

Customer Journeys 71

Customer Journeys Customer Experience Case Study Customer Centricity 71

COPC

AUGUST 10, 2016

The workshop will be presented to the SOCAP New York Metro Chapter and is open to both SOCAP members and non-members. will be exhibiting and presenting at the Execs In The Know Customer Response Summit in Austin , at the JW Marriott hotel. will be presenting selected results from a recently released consumer study.

Customer Journeys 40

Customer Journeys Hotels Conference Entertainment 40

ClearAction

FEBRUARY 27, 2017

Instead, present sentiment in terms of customer lifetime value, or at least as a percentage of current revenue or profit. Customer experience maturity models place organizational adoption and accountability for driving business change per VoC at the tail-end of the customer experience management effort.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. Marketing and thought leadership programs. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 3, 2014

The biggest ones are that the companies will need to handle the challenges that delivery presents in some areas of the U.S. Both of these challenges present obstacles to reliable delivery windows, not to mention food storage for transportation, i.e., the ice cream melts by the time it gets to the consumer’s house.

Marketing 88

Marketing Strategy Retail Transportation 88

Customer Guru

MARCH 7, 2018

The audience loves her for her engaging presentations, and brands like her for the results she delivers for her clients. With her experience of working at Goldman Sachs and later at Nordstrom, Radhika brings a well-rounded view of customer experience and strategic growth.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

Beyond Philosophy

MARCH 13, 2017

After a lifetime of wisecracking my way through business meetings, presentations and the like, I have some advice on when to use humor for the greatest impact: When you’re building a relationship. Join our Value-ology webinar on 30th March 2017 to learn how to create and deliver best value for your customers.

Study 125

Study Meeting Training Customer Experience 125

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Chip Bell Follow @ChipRBell.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Clarabridge

AUGUST 10, 2017

Well, after they have researched and assessed their current situation, including where and how their customers talk to them or what CX means to their company, they need to make sure their CX initiative has the backing of their C-Suite. Talk with your leadership team members one-on-one about the value of customer experience management.

Customer Experience 49

Customer Experience How To eBook Contact Center 49

Beyond Philosophy

FEBRUARY 24, 2015

What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be. Restaurants are adept at getting their customers to relax and enjoy their dinners. The Business of Dining Out.

CEM 60

CEM Social Media Customer Experience Management Conference 60

SurveySparrow

AUGUST 14, 2023

What Makes a Good Customer Experience Management Framework? A Customer Experience Management (CXM) framework is what organizes and conducts our CX strategy. Let’s explore how CXM elevates your customer experience game: Omnichannel Presence: Your customers love to dance to their tune.

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

Beyond Philosophy

MARCH 12, 2015

I am sure that you raised your hand a few times during this presentation. Your Customers would raise their hands during this TED talk also. So instead of addressing emotions, Customer feelings are ignored with the hopes that an efficient and effective process will be good enough. Ze Frank has this to say about being human.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience.

Leadership 52

Leadership Customer Journeys Course Exercises 52

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

BirdEye

OCTOBER 16, 2020

websites – so make sure you are present everywhere your customers are looking. Ensure that all of your contact information like phone number, email, and address is accurate on trusted 3rd-party sites so that interested customers can easily get in touch with you. Get leadership involved. Download the eBook below.

Strategy 98

Strategy Customer Experience eBook Tips 98

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. Organizations will want quantitative justification of their investment in great customer service. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Company Feedback 96