VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. We liked the personalized training that came with it. The solution? VirtualPBX.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

Beyond Philosophy

JULY 16, 2015

When you hear a person (read Customer) sigh, what do you think they are communicating? So if sighs are a common part of your nonverbal communication, and sighs have a general association with negative emotions, does frequent sighing make you a negative person? Is it sadness? Frustration? Exhaustion? Why Do You Sigh?

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Who doesn’t feel cognitively depleted from time to time?

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

CSM Magazine

FEBRUARY 6, 2025

Here are some of the features to look for: Curriculum Depth in Customer Relations: Programs with specialized courses in customer relationship management, consumer behavior, and service innovation are ideal. Who Should Consider It: Those aiming for broader customer-facing leadership roles, particularly in large-scale corporations.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

Beyond Philosophy

JUNE 30, 2015

The hammer price, what they call the price announced when he smacks that hammer down and says, “Sold to the person with $180 million dollars!” It is meant to describe how a person feels when the become the top bidder. A great side effect of this perception is the person feels like they already own the bargain.

Benchmark 307

Benchmark Customer centricity Marketing Customer Experience 307

ShepHyken

SEPTEMBER 27, 2021

EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. CMSWire) The better the experience, the more likely that person will return and give the brand their business. Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees.

Real estate 52

Real estate Customer Service Journey mapping Entertainment 52

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

JUNE 16, 2015

Jeff Bezos said, “A brand for a company is like a reputation for a person. Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength.

Advertising 273

Advertising Customer centricity Marketing Customer Experience 273

ShepHyken

DECEMBER 4, 2020

See, it is one thing for your CFO to say in a meeting, “Yeah, I agree we should invest in our customer experience in the next few years.” Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements.

Customer Experience 285

Customer Experience Airlines Customer centricity Surveys 285

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. We all know happy employees make happy customers. Click here.

Finance 195

Finance Customer centricity Accountability Technical Support 195

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

ShepHyken

MAY 8, 2018

Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. which includes 32 case studies, is split into five parts: Be the Person I Raised You to Be. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Chief Customer Officer 195

Chief Customer Officer Customer centricity Customer Experience Personalization 195

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

TeleDirect

FEBRUARY 7, 2025

This is especially true in industries like customer service and call centers , where human empathy and understanding drive real connections. Genuine conversations build trust, reassure customers, and create lasting relationships that digital tools alone cannot replicate. How Call Centers Drive Human Connection in Customer Service 1.

Multi-channel support 62

Multi-channel support Call Center Customer centricity Chatbots 62

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). I refer to these more as membership programs, but let’s not quibble over words.

Customer Service 183

Customer Service Contact Center Customer centricity Banking 183

NobelBiz

APRIL 23, 2024

Omni-channel communication also offers the flexibility to tailor interactions based on the nature of the debt and debtor preferences, leading to more personalized and effective collection efforts. This level of personalization can significantly enhance the effectiveness of collection efforts.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. My Comment: If you have just one customer support person or a huge team, you must have a way to measure success.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting. Originally published by MyCustomer.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

CSM Magazine

MARCH 19, 2025

Registered users benefit from personalized translation memory, meaning frequently used terms and corrections are automatically applied, ensuring greater consistency in customer interactions. This helps customer support teams make informed decisions and improve overall communication effectiveness.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

TechSee

JULY 21, 2020

Even worse, a technician may be unable to resolve the customer’s issue and have to schedule a second visit because he didn’t check with customer service about the exact nature of the problem and arrived without a crucial part. To access it, click here.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

CSM Magazine

MARCH 26, 2020

An intuitive, customer-centric experience was necessary because all of Wag! services are available in-app, including a fully integrated support experience and direct communication between the customer and walkers. This has proven to be extremely valuable when coupled with the customer meta-data.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

NobelBiz

DECEMBER 10, 2024

Personalized Interactions: By analyzing customer data, voicebots tailor their messages to individual behaviors and preferences, increasing engagement and response rates. Real-Time Analytics: Advanced analytics provide insights into customer interactions, helping businesses optimize strategies and identify areas for improvement.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Dan recruited a solid cross-functional team that exceeded company goals in improving satisfaction scores while building a personal reputation as a subject matter expert in delivering an exceptional customer experience.

Automotive 41

Automotive Management Enterprise B2B 41

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. In the past, these things were asked mostly in person or by phone.

Customer centricity 52

Customer centricity Technology Chatbots Education 52

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Totango

FEBRUARY 14, 2020

Both teams contribute to customer loyalty , brand awareness, and customer-centric growth. Customer Success is your direct line to the voice of your customer (VOC). When you align marketing with customer success, everyone wins. Here are a few ideas: Promote customer review campaigns and identify references.

Marketing 99

Marketing Enterprise Customer centricity Sales 99

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer centricity 51

Customer centricity Customer Experience Enterprise Personalization 51

NobelBiz

JANUARY 21, 2025

Improved customer interactions: Agents are better equipped to deliver personalized service. Whether your call center focuses on sales, collections, or customer support, adopting an auto-dialer can redefine how your team operates, making each call more impactful. Cost savings: Automation reduces wasted resources.

Call Center 52

Call Center CRM Analytics Contact Center 52

NobelBiz

NOVEMBER 19, 2024

Boosting customer satisfaction : Delivering faster resolutions, personalized experiences, and 24/7 availability. By automating key functions, you can create a contact center that is efficient, scalable, and customer-centric. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

ClearAction

DECEMBER 11, 2018

She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. Next week’s follow-on article describes how Hootsuite Marketing applies customer experience insights to the employee journey. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Journey mapping Customer centricity Marketing 71

Real Blue Sky

MAY 31, 2023

Customer journey mapping also lets you prioritize your efforts and allocate resources where they matter most. By focusing on the touchpoints that impact your customer experience, you can make the most of your time and budget. That means happier customers and better results for you. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Totango

NOVEMBER 12, 2020

By making customer data accessible, accurate, and comprehensive, Customer Success technology creates a customer 360 view , which, in turn, makes it easier to strategize and take action to increase customer engagement, satisfaction, and retention. Customer Success Challenges. Organizational Alignment.

Technology 108

Technology Customer centricity Enterprise Surveys 108

The Petrova Experience

NOVEMBER 19, 2024

Macy’s has made strides in personalization and introduced a variety of intuitive, engaging technologies that give shoppers more autonomy and creativity, and save them time. In some cases, customer support cannot access any information about the order at all. So, I reached out to Macy’s customer support via phone.

Customer centricity 40

Customer centricity Best practices Customer Experience Strategic Value 40