Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Service Untitled

JANUARY 10, 2011

Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged. It’s difficult to have engaged customers if you don’t have engaged employees. So what is the purpose of employee engagement?

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Ideal candidates are strategic thinkers with operational experience and collaboration skills.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. The other player that has to be in there is leadership,” he said. “A Related Content.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

JULY 31, 2018

However, by doing your best to take care of them, and giving them the opportunity to do what they love to do, they will do what it takes to engage with the customer on a higher level. Quotes: “You can easily tell whether or not a company’s leadership cares. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

However, by doing your best to take care of them, and giving them the opportunity to do what they love to do, they will do what it takes to engage with the customer on a higher level. Quotes: “You can easily tell whether or not a company’s leadership cares. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ShepHyken

JUNE 11, 2018

My Comment: I’ve always believed that customer retention is about repeat business, which is transactional. Happier employees mean more engaged employees, which is good for the customer and the company. 10 inspiring podcasts to level up your customer experience on-the-go by Zarina de Ruiter. (CX

Customer Service 78

Customer Service Loyalty Tips Customer Service Training 78

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. The other player that has to be in there is leadership,” he said. “A Related Content.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Want Your Customer-Facing Employees to Get Engaged at Work?

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ClientSuccess

OCTOBER 8, 2019

In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. 1: Customer Retention Rate. Your sales team will tell you: getting new customers can be difficult. Tip: Struggling with improving your customer retention?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Confirmit

SEPTEMBER 22, 2019

NPS increased by 11% due to heightened customer focus and improvement initiatives that significantly reduced costs. Customer experience focus has seen guest satisfaction rise by 3.8% Every 1% increase in OSAT has equated to a 13% reduction in escalated complaints and a 15% cost saving as a result of customer retention.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. But also, with toxic workplace environments.

Leadership 70

Leadership Conference Innovation Culture 70

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Want Your Customer-Facing Employees to Get Engaged at Work?

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

CX Journey

JUNE 19, 2015

How are you getting employees immersed in the customer experience? And are you still struggling to get buy-in, to get company leadership on board with focusing on the customer? Customer rooms allow them to. Connect the dots to ROI : executives prove they care about the reasons for customer retention and attrition.

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Workforce engagement uncovers the best customer stories.

Culture 71

Culture Course Leadership Strategy 71

ijgolding

JANUARY 17, 2017

Do you know how good (or bad) you are at doing whatever it is you are supposed to be doing for your customers? Do you know what you need to get better at doing for your customers? Do you know if your own people are engaged in what you are supposed to be doing for your customers?

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Education Services Group

OCTOBER 27, 2020

Chae Stewart, Digital Customer Success Manager. The Future of Digital Engagement. As someone focused on learning more about Digital Engagement, I found Phil Nanus’ session on “Making the Pivot Towards Dynamic Engagement” particularly relevant. Danielle Hawkins, Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. It’s about top management demonstrating an unquenchable thirst for customer insights. Center your thinking on customers.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. And customer-focused solutions fall short of what they might have been.

Customer Retention 69

Customer Retention Communication Customers System 69

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Communication Disconnects negatively impact Customer Retention [link]. Do You have a Bright, Shiny Client Retention Strategy? [link].

Customer Retention 66

Customer Retention Communication Customers Strategy 66

CSM Magazine

JUNE 21, 2018

Organizations that fail to recognize the importance of CX are risking flaws that destroy customer loyalty and their futures. Blind Leadership. Research shows that high employee engagement leads to better customer engagement. Recently, a company shared with us that they survey their customers twice a year.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

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

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! It all sounds so positive and promising for the Customer Experience Profession. This is what happens if the pieces of the CX jigsaw are not connected.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69