Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. It’s similar to how a store clerk greets customers when they step into a store.

Chatbots 159

Chatbots Feedback Surveys Sales 159

C3Centricity

APRIL 17, 2018

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. What a Customer First Strategy is not. ” I don’t agree!

Customer centricity 76

Customer centricity Airlines Advertising Marketing 76

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Call flow 141

Call flow Sales Technical Support APIs 141

Beyond Philosophy

JUNE 29, 2015

That opportunity has been available for companies which have experienced negative press and impaired customer perception, such as Toyota, JetBlue, and FedEx. Most customers appreciate and want more of this kind of personalization, a relationship, and an emotional connection.

Wireless 257

Wireless Banking Enterprise Accountability 257

C3Centricity

MAY 1, 2021

But going this deep into your understanding of your customers will ensure a competitively strong position for your brand. Included here are grouping category users by values, attitudes and opinions, interests, personality or lifestyle. However, it is definitely worth getting your segmentation and target customer choice right.

Customer centricity 59

Customer centricity Marketing Best practices Consulting 59

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 71

Customer Service Customer centricity Self service Personalization 71

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Real Blue Sky

APRIL 6, 2022

The pandemic caused a blending of personal and professional lives which resulted in a shift in the way employees looked at work and their employers. Employees want to work for an organization with a clear mission and customer-centric values. This point in time has been coined as “The Great Resignation.”

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

CX Journey

SEPTEMBER 19, 2014

Have you thought about this question: "In your company, are customers persona non grata?" According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. Simon Sinek.

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

Win the Customer

AUGUST 9, 2016

You can also entice customer loyalty program sign-ups with the convenience of mobile payments. In 2013, at the infancy of mobile payments, Starbucks announced 11 percent of its sales volume derived from its mobile app. Customers can make their purchase and never have to bother with punch cards and typing their email into your POS.

Customer centricity 72

Customer centricity Marketing Sales Customer Service 72

Return Customer

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Not just Millennials, but most people these days spend an increasing amount of time on their smartphones (mobile usage in the UK alone increased to 68% in 2014 from 62% in 2013).

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Airlines 74

Airlines Surveys Customer centricity Customer Experience 74

Talkdesk

SEPTEMBER 1, 2016

Another customer service award winner, DoorDash, took home the prize for “Most Customer-Centric Culture” in Talkdesk’s inaugural Customer Awards. The company was founded in 2013 with the goal of enabling customers to purchase food from local merchants and have it delivered within 45 minutes.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Win the Customer

JANUARY 20, 2020

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. It’s similar to how a store clerk greets customers when they step into a store.

Chatbots 52

Chatbots Feedback Surveys Sales 52

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Brands they trust for other personal needs would be likely contenders for taking care of their financial needs as well.

Banking 79

Banking Customer Experience Surveys Finance 79

aircall

MARCH 19, 2021

Customer data can even tell you which of your strategies and campaigns works best for improving sales performances and hitting targets. There are four major types of customer data: 1. Identity data or personal data is the foundation of a customer profile and helps companies identify each of their customers.

Sales 62

Sales CRM Marketing Best practices 62

ijgolding

DECEMBER 30, 2014

If you can remember what you were doing on the 30th December 2013 you will know what I mean! Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become. 2015 is all about opportunity when it comes to Customer Experience.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

ijgolding

OCTOBER 16, 2017

As we are all at differing stages of our own personal journeys, the support and guidance we naturally exude is one of the things that makes the profession so rewarding. The natural step for me was to get involved in promoting CX within my place of work to become more customer-centric, but this was my first negative hurdle.

Customer Experience 57

Customer Experience Education Customer centricity Marketing 57

C3Centricity

JULY 16, 2018

Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really? The following is a checklist of 13 facts you need to be able to answer in order to know your customers as well as you should. What do they think of your social media personality?

Advertising 48

Advertising Customer centricity Marketing Metrics 48

The Petrova Experience

JULY 16, 2020

Leaders were having more personal and informal inquiries with team members, with a focus on emotional well-being, beyond the work itself. They were developing deeper relationships by deliberately starting meetings with a personal check-in, including more levels of people and people who are remote geographically.

Consulting 52

Consulting Consulting Personalization Surveys 52

ijgolding

NOVEMBER 12, 2015

Nope, they couldn’t get it to work (said it could take hours – they admitted that it still probably wouldn’t work) and their only solution was that I phone customer service yet again as they cannot send it back from the store. So I called Vodafone yet again and eventually get through to the correct person (pointless IVR!)

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

SaaS 52

SaaS B2B Upselling Metrics 52

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. As a result, their customer acquisition costs are also higher. . Media companies may not personalize their services for each client.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Kayako

FEBRUARY 11, 2016

We look for opportunities to add value and connect with our customers, not just respond to every single mention that comes our way.” ” This customer centric approach helps companies like JetBlue and Zappos delight connected customers across every platform. British Airways (@British_Airways) September 3, 2013.

Airlines 51

Airlines Customer centricity Customer Service Customer Experience 51

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Companies need to be agil e in meeting customer needs for personalization through the enablement of their organization’s culture -across the board.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

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

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% A customer service agent has to deal with concerns and complaints all day. Unfortunately, some callers are sensitive and easily offended, so they end up taking out their frustration on the person on the other end of the line.

Sales 71

Sales Customer Experience Surveys Feedback 71

C3Centricity

OCTOBER 8, 2017

One of the best examples of this is still Oreo’s reaction to the power outage at the Superdome during the Super Bowl XLVII in 2013. How customer-centric is yours? Does it have regularly updated content which is of interest to your customers? ” Read more in this article on Wired.

Marketing 48

Marketing Surveys Customer centricity CRM 48

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

RichCall

SEPTEMBER 13, 2017

personalization. connected customer journeys with 9 channels in most contact centers. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. take responsibility for customer communications rather than these being driven by individual departments’ internal timescales and goals.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

C3Centricity

NOVEMBER 15, 2015

What is the brand’s image, its personality; what benefits can the customer expect? This post has been adapted and updated from one which first appeared on C3Centricity in 2013. They will encounter problems and challenges along the way, but their motivation remains strong to reach their desired destination. split("").reverse().join("");return

Scripts 48

Scripts Airlines Finance Marketing 48

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Customer Success can help B2B companies retain more profitable customers.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JANUARY 25, 2022

The company, set up in 2013, has garnered global recognition. They provide their customers with a unified, powerful, and low-code-designed platform to help them make optimized, customer-centric , and situation-aware business decisions. Headquarters: Sydney, Australia. Founder/CEO: Ben Richardson, David Greiner.

SaaS 10

SaaS Transportation Feedback Surveys 10

Pointillist

AUGUST 18, 2021

You are always approaching business problems from the customer perspective. ” Now, he was a man ahead of his time, because this was 2013, ’14. The survey found out that there’s a significant disconnect between CX and marketing teams, which can of course negatively impact customer experience and business outcomes.

Education 40

Education Metrics Marketing Journey mapping 40