InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. Here are some of the questions and answers we covered: Q: What is the structure of the membership experience team at NZAA? Q: How did you get the NZAA Voice of Customer Program off the ground and what were the bumps on the way?

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Survey 394

Survey Metrics NPS Effort Score 394

InMoment XI

OCTOBER 5, 2022

They are the ones on the front lines interacting with customers each and every day. They become passionate advocates who positively affect the customer experience. The reverse is also true: When employees are not satisfied, they become liabilities to your brand. Strategy #2: Make Your Ideas Theirs.

How To 493

How To Feedback Strategy Customer Centricity 493

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 208

Customer Experience Customer Centricity Culture Leadership 208

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 98

Call Center Gamification Contact Center Training 98

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. A salty spread and a sweet topping form a beloved sandwich. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience.

Feedback 125

Feedback Company Knowledge Base Contact Center 125

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Want to build your CX Charter? Invite your team. Create your agenda.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead! Number 9: 5 Steps To Mapping The Customer Journey. Consider this your high-level roadmap for developing journey maps and using them to drive action.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Alida

NOVEMBER 14, 2018

We can all agree customers are critical to a brand’s profitability. You can’t put both products and customers first. Why the customer should be your top priority. They think this is all they need to do to fuel growth and retain customers. You can get more money by being customer first? No business.

Brands 227

Brands Customer Centricity Retail Poor Customer Service 227

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year. Should it be Both?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Top Takeaways:    . Customers pay the bills. Without customers, there is no company.

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. This is why feedback is important.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 124

Healthcare Customer Centricity Customer Voice Employee Engagement 124

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. .

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer Centricity 209

Customer Centricity e-support Leadership Measurement 209

C3Centricity

DECEMBER 1, 2020

Earlier this year I wrote about the impact of AI and ML on digital marketing. ” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general. So here are my views on it. Click To Tweet.

Marketing 177

Marketing Customer Centricity Industry Data 177

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Self Service 120

Self Service Loyalty Software Customer Service 120

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. My Comment: The title is a question that I’m often asked. and amazing customer service.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage with your content.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Get your copy here! What will happen in 2019?

Customer Journeys 236

Customer Journeys Wait Times Contact Center Trends 236

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. They are improving the customer (citizen) experience. Of course, there’s more!

Customer Service 80

Customer Service Government B2B B2C 80