ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 213

Customer Service Customer centricity Education Marketing 213

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having.

Customer centricity 54

Customer centricity Best practices Customer Care Sales 54

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. You could argue that it puts the needs of the organization above the customers. 13 October 2017.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

Customer centricity 65

Customer centricity Benchmark Education Analytics 65

The Petrova Experience

JULY 15, 2021

Before we address how to build customer-centric culture , let’s examine the terminology: what culture is and what it is not. What leaderships says on stage at a company offsite is just the first step of building customer-centric culture. What is Customer-Centric Culture? Co-create with Employees.

Customer centricity 52

Customer centricity Calibration Feedback Technology 52

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

ijgolding

JULY 25, 2017

Fast forward to 2017. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. It is more common than not to find businesses in 2017 whose employees have little sense of the following: What the business purpose is. They were sadly not.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self service 80

Self service outsourcing Customer centricity Customer Service 80

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

inSided

FEBRUARY 5, 2021

It covers where we started, how we got to where we are now, and how our teams, company, and most of all – our customers – have benefited as a result. First, let’s head back to the year 2017.

Customer centricity 52

Customer centricity Feedback 52

Customer Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

Customer centricity 67

Customer centricity Enterprise Metrics Customer Experience 67

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Those who invest in actionable knowledge transfer will see their Customer Experience efforts evolve in 2017.

Education 59

Education Customer Experience Customer centricity Government 59

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Click here to find out about my Customer Experience Book!

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

Talkdesk

JUNE 12, 2017

Opentalk 2017 was a groundbreaking event for the Talkdesk team. We welcomed more than 1000 customer heroes from all over the world to San Francisco to participate in a two-day conversation about how we can all be more heroic to our customers. To get started watching videos from Opentalk 2017, just click the button below.

Customer centricity 40

Customer centricity Enterprise Feedback Customer Experience 40

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Talkdesk

JANUARY 25, 2017

Opentalk 2017 is exactly three months away. Our team has been hard at work to make this year’s Opentalk the most incredible customer experience event of the year and we’re very proud of what we have to share with this year’s attendees. Customer-centric community. Early-bird discount. Visit the sponsor Expo.

Customer centricity 46

Customer centricity Customer Experience 46

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Just 30 percent of customers agree.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. And, customer experience encompasses all of this.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Chatbots Government Customer centricity 76

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Ready for 2017 and beyond?

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. Session Host / Moderator: Ryan Lawler, Writer, TechCrunch.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

Clarabridge

JULY 20, 2017

Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 40

Customer Experience Customer centricity Accountability Technology 40

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

Customer centricity 40

Customer centricity Customer Care Technology Customer Service 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design.

Engineering 40

Engineering Customer centricity Customer Support Feedback 40

Talkdesk

JULY 28, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. The post Opentalk 2017: Turning Big Data into Big Decisions appeared first on Talkdesk.

Big data 40

Big data Metrics Customer centricity Feedback 40

Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Guest Centricity and the Drive to be Heroic.

Self service 40

Self service Customer centricity Feedback Metrics 40

Talkdesk

AUGUST 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Maintaining Customer Standards Through Growth.

Customer centricity 40

Customer centricity Engineering Management Customer Experience 40