Remove 2004 Remove Coaching Remove Customer centricity
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Customer Experience Professionals: Why We Do What We Do

ijgolding

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

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Putting Humanity in Contact Centers

Customer Relationship Metrics

This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). And it sets agents up to fail in a customer-centric world. Just like you grade the call internally, your customer should grade the call externally. What to do now. This is humane.

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The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. I started EarlyBridge in 2004. We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.