Blake Morgan

NOVEMBER 29, 2022

The autonomous vehicle arm of GM thrives where many others have fallen because of a singular focus on driving innovation for customers and saving lives. One of Cruise’s goals is to build trust with customers so they feel safe adopting the innovative autonomous technology.

Customer Focused 59

Customer Focused Employee Engagement Innovation Connections 59

ReviewTrackers

JULY 13, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: CIOs should be involved in customer experience. CIOs Should Be Involved in Customer Experience.

Innovation 50

Innovation Customer Focused Customer Journeys Customers 50

Blake Morgan

MAY 24, 2022

? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. Just like every company is unique, so are its customers. . Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy. A customer-focused marketing strategy involves the entire company.

Customer Focused 59

Customer Focused Strategy Marketing Customer Centricity 59

The DiJulius Group

OCTOBER 4, 2023

Among The DiJulius Group’s consulting clients is Standard Aero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB).

Innovation 67

Innovation Groups Consulting Customers 67

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

Customer Bliss

JUNE 2, 2016

It’s called The Human Duct Tape Show because CCO work often is akin to being a form of human duct tape — and if you want really actionable insights and plans in terms of how people broke down silos and stitched together cross-functionality in the name of the customer in huge companies, those episodes all have some great examples.

Customer Focused 100

Customer Focused Leadership Customers Innovation 100

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. Customers will always seek out great food, but they increasingly want a digital dining experience. Customers will always seek out great food, but they increasingly want a digital dining experience.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

Customers That Stick

JANUARY 22, 2019

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Customer Focused 60

Customer Focused Culture Innovation Customers 60

Cyara

SEPTEMBER 20, 2022

To spark innovation and help you unleash the power that flawless CX can have on the success of your business, we’re hosting Xchange, Cyara’s customer-focused CX event in Pittsburgh this Fall. Right now is the best time to reimagine CX!

Customer Focused 52

Customer Focused Innovation Customers Customer Experience 52

Kerry Bodine

JUNE 7, 2018

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. In other words: Ask not what your customers are doing with you. Instead, ask what your customers are trying to do, period. Your organization is the means by which your customers are achieving an end.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! This holistic approach provides a 360-degree view of the customer journey.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

CX Journey

OCTOBER 5, 2017

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. But it got me thinking beyond metrics to the broader customer experience. What delights customers today may not delight tomorrow.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX Journey

FEBRUARY 4, 2016

I was watching an episode of Shark Tank recently when Mark Cuban said, after one of the entrepreneurs failed miserably in attempting to lure a Shark to invest in part because of a gross over-valuation: First come the innovators, then come the imitators, then come the idiots. Then come the imitators , who copy what the innovators have done.

Innovation 80

Innovation Financial Culture Advertising 80

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Michelli Experience

MAY 9, 2017

When asked if customers would like to have more exciting products, faster delivery, lower prices, OR friendlier service, the answer is always YES. The challenge of customer experience excellence isn’t whether to improve products, people, process, or technology. The “big idea” of this blog is TRADEOFF. What do they value?

Innovation 113

Innovation Customer Experience Social Media Loyalty 113

CSM Magazine

MARCH 31, 2020

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change.

Customer Focused 52

Customer Focused Exceptional Customer Service How To Culture 52

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Experience 259

Customer Experience Customer Service Hospitality Customer Service Training 259

Maru Group

MARCH 30, 2021

We believe that Utilities can work through this situation providing they embrace the need for innovation and act right now. Our recent whitepaper, Customer Focused Utilities , draws on our research on consumer opinion, a utilities roundtable discussion we led, and a scan of industry, public, and social media.

Innovation 52

Innovation Comparison Social Media Leadership 52

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Quadient

NOVEMBER 15, 2017

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

Customer Focused 45

Customer Focused Advertising Innovation Software 45

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Overhaul your employee onboarding.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 40

Customer Focused Company Airlines Culture 40

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

Connections 111

Connections Customer Experience Social Media Analysis 111

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience? Don’t miss out on this engaging discussion!

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Horizon CX

DECEMBER 19, 2018

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

Avaya

OCTOBER 25, 2017

In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. In fact, 88% of customers still want the option of a face to face discussion about their banking needs , and expect that need to remain the same five years from now. Instead, it calls for unparalleled bank branch innovation.

Banking 58

Banking Innovation Brands Self Service 58

Blake Morgan

AUGUST 15, 2023

               In customer experience integrating innovation and personalization is key. Inspirato focuses on creating a compelling customer experience, and through that satisfied customer they get new customers. A staggering 50% of their members originate from existing member referrals.

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 200

Financial Trends Self Service Customer Experience 200