Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

MARCH 19, 2015

A major 2012 collaborative secondary research effort, Engage for Success , by the University of Bath School of Management and Marks and Spencer in the U.K.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

DECEMBER 20, 2017

A major 2012 collaborative secondary research effort, Engage for Success, by the University of Bath School of Management and Marks and Spencer in the U.K. Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Adopting an “Outside-In” Approach to Organizational Empathy in a Consumer-Centric World.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

CSM Magazine

DECEMBER 10, 2019

Likewise, for companies to be truly customer-centric, customer feedback and insights must be embedded company-wide: from HQ to frontline teams. We’ve seen many businesses realise that, no matter how golden their customer insights are, if they’re stuck in a spreadsheet in the data department, they’re of no business value.

Finance 52

Finance Customer centricity Feedback Metrics 52

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. Being a customer centric leader requires a lot more than just TALKING about it. Measuring success differently.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. Mary Winfield, VP of Customer Experience and Trust at Lyft is dedicated to progressing Lyft’s mission and building teams that help.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

ijgolding

MAY 7, 2015

Since I became an independent Customer Experience Practitioner in 2012, I have rigorously ensured that I am described as a specialist in my role – not an expert – a specialist. When it comes to transforming the Customer Experience, how engaged people are with change is no different. These are your believers.

Customer Experience 114

Customer Experience Customer centricity Personalization Employee engagement 114

Anexa BPO

NOVEMBER 7, 2021

Between 2012 and 2019, profit pools (earnings before interest, taxes, depreciation, and amortization – or EBITDA) grew at a compound average growth rate of approximately 5%. Like every other industry, the healthcare sector has been deeply impacted by COVID-19.

outsourcing 40

outsourcing Healthcare Business Process Outsourcing Government 40

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. Mary Winfield, VP of Customer Experience and Trust at Lyft is dedicated to progressing Lyft’s mission and building teams that help.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

JustCall

AUGUST 8, 2023

But here’s the catch: Since UPS started using ORION in 2012, they’ve been driving 100 million fewer miles and saving 10 million gallons of gas every year. The future holds great promise for AI in transforming the transportation and logistics landscape into a more intelligent, streamlined, and customer-centric industry.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

C3Centricity

NOVEMBER 5, 2018

C3Centricity uses images from Denyse’s book “Winning Customer Centricity.” ” This post has been adapted and updated from ones which were first publicised on C3Centricity Dimensions in 2012 and 2013.

Marketing 82

Marketing Customer centricity Technology 82

Clarabridge

NOVEMBER 12, 2015

In the US, the Consumer Financial Protection Bureau is being vigilant about protecting banking customers, resulting in more than $4.6 billion ordered in relief to consumers by CFPB enforcement actions since 2012. Banks need to report on all customer complaints not resolved within 48 hours.

Banking 58

Banking Government Customer centricity Feedback 58

Lumoa

MAY 7, 2018

Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. It’s nice to think holistically and decide which kind of experience we want to build for this type of customer and how to put that into place.

Customer Experience 92

Customer Experience Metrics Customer centricity Sales 92

ijgolding

JANUARY 15, 2016

‘The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’. The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

Amity

DECEMBER 20, 2013

Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. The last 12 months have been an intense and exhilarating ride!

SaaS 48

SaaS Customer centricity Accountability 48

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Customer Guru

MARCH 7, 2018

The primary differentiator of UAE Exchange is its customer-centric approach. Its customer-centricity reflects in its core values: integrity, commitment, empowerment, and care. As a professional, you have contributed across geographies in customer-centric roles.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. On the 12th of February 2012, coincidentally, I will celebrate my 7th anniversary as an independent customer experience specialist. Waitrose and Partners.

Customer Experience 98

Customer Experience Airlines Customer centricity Healthcare 98

C3Centricity

OCTOBER 7, 2020

Sorry, these are all US examples; if you have great customer service examples from companies in Europe or Asia, then please add them in the comments below. I am sure there are many, but the US does seem to have an advantage over other regions when it comes to walking the talk of customer centricity.

Marketing 77

Marketing Airlines Benchmark Advertising 77

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I therefore want to share some observations of my week in Cape Town and Johannesburg – a week full of wonder and excitement.

Customer Experience 101

Customer Experience Customer centricity Sales Consulting 101

Talkdesk

SEPTEMBER 8, 2015

We don’t like to be overly complicated, so here’s the deal: We help you, you help your customers. This week, as always, we’ve lassoed up some advice from around the web to help you improve your company’s customer service strategy. Want to be Customer-Centric? Source: 2012 Global Customer Service Barometer.

call center software 45

call center software Employee engagement Customer centricity Call Center 45

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Customer Experience Collaboration Wins Championships (4-point checklist).

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

NobelBiz

FEBRUARY 23, 2023

Flexibility Comprehensive and inflexible software that enables dealing with customers simply and quickly. Domain Useful and efficient for customer-centric businesses. Focuses on creating a communication link between employees inside an business, as well as customers. Compatibility Cannot be fragmented for specific usages.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

Flexibility Comprehensive and inflexible software that enables dealing with customers simply and quickly. Domain Useful and efficient for customer-centric businesses. Focuses on creating a communication link between employees inside an business, as well as customers. Compatibility Cannot be fragmented for specific usages.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

aircall

DECEMBER 19, 2016

Customers can also look to self-service, via the forums or Amazon Co-Pilot. In short, their customer service is expeditious and complete, and treats the user with care and respect. I would define Amazon by our big ideas, customer centricity, putting the customer at the center of everything we do. Captain Train.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

ChurnZero

MARCH 3, 2020

Every year, tens of thousands of Marketers, Salespeople, and Customer Success pros converge in Boston for a week of learning, inspiration, and connection at INBOUND. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. INBOUND 2020 Date: August 18 – 21, 2020 Location: Boston, MA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

PeopleMetrics

JANUARY 28, 2021

I joined in 2012. You know, you joined PeopleMetrics in what, 2012 you said? Kirk: 2012, yeah. Sean: When you joined the company and you were getting into this industry of customer experience, employee experience and some market research that we were doing back then, what did you expect it to be?

Feedback 62

Feedback Surveys Customer Experience Analytics 62

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. I've been a member since 2012. The success of the Association rides on its members.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 62

Customer Experience Transportation Banking Customer Service 62

Natalie Petouhof

MAY 25, 2016

It was created in 2012 after a brush with tragedy. What to Consider If You Want to Develop An IoT Product Strategy Constellation’s next-generation customer experience theme focuses on how digital business and IoT not only improve the customer journey, but also transforms business models. Why was Halo Smart Labs created?

Customer centricity 45

Customer centricity Technology Customer Experience Big data 45

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). What role does Customer Success play in developing the overall business strategy at Oracle Marketing Cloud?

Marketing 80

Marketing Customer centricity Coaching Sales 80

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. This encourages the importance of Effective Knowledge Management. Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 43

Customer Service Advertising Call Center Scripts 43

Comm100

NOVEMBER 8, 2018

Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. And customers themselves may be vocal about the need for new channels to be added.

Chatbots 51

Chatbots Banking Customer centricity Accountability 51

ChurnZero

FEBRUARY 1, 2019

. “2018 was another excellent year in every aspect of our business, and with the addition of Chad, we have the seasoned leadership and proven track record of success to continue building out our sales and customer success teams to meet the strong customer demand for our platform.”

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53