Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

FEBRUARY 24, 2016

Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. Furthermore, here are three more essential steps you must remember to embrace, particularly when you are trying to change your culture to be more Customer-centric: Incenting the Behavior You Want to See.

Management 283

Management Metrics Customer centricity Consulting 283

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166

ShepHyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. How do leaders drive (lasting) change? .

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer service and the customer experience are at the forefront of conversations about success and excellence in business.

Customer Service 27

Customer Service Metrics Upselling Healthcare 27

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer centricity 113

Customer centricity Customer Experience Enterprise Metrics 113

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Here are my top five picks from last week.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

Customer centricity 91

Customer centricity Customer Experience Metrics Management 91

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Steve DiGioia

DECEMBER 5, 2016

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 86

Customer centricity Enterprise Metrics Education 86

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? Set a common customer experience metric and target for the organization. Help all teams to understand the key customer journeys and how their work contributes to the customer experience along the journey.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Totango

APRIL 28, 2021

In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a customer-centric experience. This way, every customer interaction is informed by as much personal information as possible. Proactively engage customers.

Customer centricity 71

Customer centricity Enterprise Best practices Metrics 71

Beyond Philosophy

DECEMBER 21, 2023

One area that will feel the influence of AI keenly is customer market research. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Kayako

JANUARY 12, 2017

To remember why we do our jobs in the first place: the customer. And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 98

Customer Experience Chief Customer Officer Customer centricity B2B 98

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. Zsuzsa is the Co-founder, CMO and Head of Partnerships of Antavo.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Creating a customer-centric culture. Working with CX metrics. Listening to the customer.

Customer Service 234

Customer Service Customer centricity Self service Metrics 234

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Coincidentally, this definition was also done in a June, 2012 article. Customer Centric Employee Engagement.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. How can SaaS companies measure and improve customer satisfaction? Who Should Buy Peloton .

SaaS 185

SaaS Customer Experience B2B Feedback 185

ShepHyken

MAY 22, 2020

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 176

Customer Experience Journey mapping Analytics Banking 176

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

ClearAction

AUGUST 19, 2020

Each index conveys value as seen by your company or by your customers. These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Implies your company’s value to customers.

Customer Experience 174

Customer Experience Customer centricity Metrics Sales 174

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

ClearAction

DECEMBER 30, 2017

When it’s not, we’re likely asking customers to engage in things in an unnatural way, or in ways that don’t truly pay off for them. How to Solve Customer Experience Silos. Solving customer experience silos is what customer experience management is all about. It’s customer-centered business management.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Babelforce

JUNE 9, 2022

Businesses benefit significantly from committing to a customer-centric approach. They’ll have happier, more loyal customers who are worth more to the business. In this article, we’ll explore customer-centricity in more detail. In this blog: • What is customer centricity?

Customer centricity 52

Customer centricity Call Center Journey mapping Average Handle Time 52