Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? Consider some of the benefits a customer-oriented philosophy can provide: Improved customer retention and loyalty.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Beyond Philosophy

MAY 14, 2015

Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. 19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. The post The Problem with Self Service appeared first on.

Self service 402

Self service Best practices Customer Experience Call Center 402

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Stratifyd

NOVEMBER 12, 2019

These are just a few ways in which the employee experience (EX) directly impacts the customer experience. By treating employees as “clients” of the enterprise, companies are also serving their external customers. Customers were even referred to as ICPs - installation control points - and the company functioned as a biller.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Set clear priorities and guidelines, and empower executives to make customer-centric decisions based on prioritizing customers’ needs during a crisis. Customer service agents are key employees. At 8:50 a.m. Empower the front lines.

Customer centricity 104

Customer centricity Call Center Customer retention Consulting 104

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. It will be officially released on the 3rd October 2015.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

Calabrio

JULY 5, 2016

While it’s true that cable providers have had their problems in the past, the latest Telecommunications Report from the American Customer Satisfaction Index (ACSI) tells us that customer opinion for some of these companies is actually on the rise. rose 15 percent between 2015 and 2016—from a 54 to a 62 out of a possible 100.

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

ChurnZero

JANUARY 10, 2020

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. 10) Tom Krackeler, Chief Customer Officer, Zuora .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Lumoa

NOVEMBER 29, 2021

Forrester’s report “Customer Experience Drives Revenue Growth” showed that customer experience leaders achieved compound average revenue growth of 17% over five years. Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

ijgolding

MARCH 7, 2016

I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. 2015 alone could be described as their ‘annus horribillus’: They posted a loss of £48m for the first nine months of 2015. They lost around 200,000 UK customers in 2015.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. @JeanneBliss. RachardRShapiro.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Lets us fast forward to May 2015. I carried on as a happy Enterprise customer.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

REVE Chat Blog

APRIL 1, 2020

A critical part of managing customer expectations is understanding the factors that can influence their perceptions. Unable to meet consumers’ standards translate to low conversions and customer retention rates. If the businesses engage their customers based on earlier interactions, it could act as a winning formula.

Management 75

Management Feedback Brand ambassadors Chatbots 75

ijgolding

NOVEMBER 12, 2015

In light of this, we’re zero-rating calls and texts from there back to the UK from 4 November 2015 until the stranded customers have been flown home, or the situation changes or develops. This is what they did: UK holidaymakers are currently stranded in Sharm el-Sheikh. You can read more about the story here.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

ijgolding

DECEMBER 19, 2016

In 2015, I conducted some research into what makes the worlds number 1 Customer Experience brands – the number 1 characteristic coming out of my research, thus defining the most customer centric companies, was ‘corporate attitude’ In other words, we as consumers know when a brand cares about us… and when they do not.

Feedback 73

Feedback Surveys Engineering Customer centricity 73

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Followers of my blog will know that I have traveled extensively over the last four years.

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

Netomi

JANUARY 5, 2022

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). Once you get to a phase when you no longer have data silos across business systems, it is important to start looking for a good operational, employee, and customer interaction analytics application.

Analytics 48

Analytics Customer retention Banking Customer centricity 48