Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Like the “So what?”

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

DECEMBER 20, 2017

HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Republished with permission from CustomerThink.com.

Customer advocacy 170

Customer advocacy Employee engagement Consulting Consulting 170

Beyond Philosophy

SEPTEMBER 6, 2016

Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts. The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. They rarely give enough attention to pre-purchase processes or value creation.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

ShepHyken

MAY 19, 2017

Businesses need to wake up and realize that more than likely, their customer service as a whole, online and in-store, sucks. Jay Baer , board of Advisors for ServiceGuru and one of the top social media consultants in the country and author of Hug your Haters, said it best that customer service is the new marketing.

Customer advocacy 193

Customer advocacy Consulting Consulting Customer Service 193

Beyond Philosophy

AUGUST 30, 2016

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150

B2C B2B Customer advocacy Consulting 150

Education Services Group

JUNE 7, 2022

So, Forky asks a question: What is customer advocacy? Do you say: a) Customer advocacy is the foundation of Customer Success, wherein businesses put the customer experience first. This strategy involves tasking CS professionals with advocating for their customers’ needs across the entire customer lifecycle.

Customer advocacy 52

Customer advocacy B2B Consulting Consulting 52

Beyond Philosophy

NOVEMBER 28, 2017

At the peak of the Hierarchy pyramid is a set of 2 emotions – Happy and Pleased – defined as the Advocacy Cluster. For my key example of practical creation of customer advocacy, I’m reprising material on my exposure to lagniappe, and what it can do for any company, irrespective of size, industry, or location.

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

MAY 17, 2016

Many of these differences were in relationship and communication areas, essential in leveraging customer advocacy. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. much more important, and more leveraging of behavior, than the functional aspects.

Customer advocacy 186

Customer advocacy Consulting Consulting Sales 186

Beyond Philosophy

JUNE 14, 2016

None of these customer experience metrics takes brand favorability and volume/type of positive and negative informal online/offline word-of-mouth into consideration. And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Talkdesk

APRIL 13, 2021

We continue to work closely with our customers to improve Customer Experience (CX) and achieve greater revenue. Talkdesk Managed Services allows businesses to supplement their teams with an advanced administrator.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

GetFeedback

FEBRUARY 15, 2019

This means that customer experience is more important than ever, and companies which focus on their customer experience strategy will see a positive impact on revenue, brand loyalty, and customer advocacy. Emily Williams is an HR consultant at Academic brits and Origin writings. About the guest author.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

Kapta Customer Success

OCTOBER 9, 2023

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

Customer advocacy 59

Customer advocacy B2B Consulting Consulting 59

Win the Customer

DECEMBER 15, 2015

Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to the long-term sustainability of the organization and typically result in lower costs to operations.

Customer Experience 64

Customer Experience Customer advocacy Consulting Consulting 64

Taylor Reach Group

FEBRUARY 22, 2019

The workaround is available, the manufacturer met their customer service obligation, but, the effort to affect the workaround is unusable! Enter, the customer advocacy role in the contact center comes in. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

SaaS 64

SaaS Customer centricity B2B Consulting 64

ChurnZero

JANUARY 8, 2021

Through his leadership, his teams have consistently attained above 90% customer satisfaction ratings (CSAT); an extraordinary feat,” said Ross Wainwright, CEO of Alida. Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Customer Success Around the Web.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

APRIL 13, 2021

Represent the interests and desires of the customers throughout the company. Drive customer advocacy in the form of reference, referrals, and case studies. Salary: According to Glassdoor.com , the national average salary for a Customer Success Manager is $73,618 in the United States. .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ijgolding

AUGUST 9, 2016

Many of these organizations include highly customer centric companies like Amazon, Google, Virgin and Apple. Using an 8 factor framework they have been able to validate through extensive research that a strong Customer Centric Culture does indeed lead to customer advocacy, revenue growth, innovation, new product success and profitability.

Customer centricity 56

Customer centricity Customer advocacy Benchmark Consulting 56

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ProProfs Blog

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important? drop in the company’s shares in pre-market trading.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

ClearAction

OCTOBER 10, 2017

Those tend to be situations that span multiple parts of the company, span multiple processes, and where there is no one that is holistically looking at a problem, that’s where our customer experience team steps in.” ” Take a page from VMware’s playbook. Image licensed to ClearAction by Shutterstock.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

Education Services Group

FEBRUARY 3, 2021

ESG delivers Customer Success as a Service ® (CSaaS), enabling you to build, operationalize, and transform your CS organization. Our services combine consultation, process development, people, and automation to increase the capabilities of your Customer Success organization. Learn more at esgsuccess.com. About inSided.

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 52

CSM Magazine

OCTOBER 26, 2016

A customer strategy goes further: It is the articulation of the distinctive value and experience your company will deliver to a chosen set of customers over three to five years, along with the offerings, channels, operating model, and capabilities you will need. Ten principles at the heart of an effective customer strategy.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

Totango

FEBRUARY 26, 2021

The best case is when your customer loves your product so much that they recommend it to their friends and colleagues. You can see this from high Net Promoter Scores or by looking at your brand advocates with customer advocacy software services such as Zuberance. A bad case is when they don’t talk about you at all.

Customer advocacy 63

Customer advocacy Sales Accountability Enterprise 63

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Emilia D’Anzica is a strategic management consultant and founder of Customer Growth Advisors.

Marketing 63

Marketing Customer Experience Customer centricity B2C 63

NobelBiz

NOVEMBER 13, 2023

Additionally, these satisfied customers become brand advocates, spreading positive word-of-mouth and attracting new customers to the business. This organic growth through customer advocacy further contributes to revenue growth. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Influitive

NOVEMBER 28, 2016

There are two main reasons for this: Most of your customers are suffering from what Mark Schaefer (a globally-recognized marketing consultant and a speaker. Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report.

B2B 75

B2B Marketing Benchmark Consulting 75

ChurnZero

FEBRUARY 1, 2019

Previously to Roostify, Jesse delivered advisory services to clients in sectors including financial services and Telcom fields for consulting firms such as Booz Allen Hamilton. Gregg Erickson, Vice President, Customer Success, BitTitan. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Influitive

OCTOBER 11, 2015

“Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. That’s because loyal customers are more likely to buy again, and buy more than before. “We

B2B 111

B2B Marketing Best practices Feedback 111

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

ijgolding

FEBRUARY 5, 2018

I became a marketing consultant!! Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture. Is it really possible to measure customer culture? What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

5. Advocacy Activity. Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

ClearAction

JULY 31, 2013

The post Putting Customers First: If Not You, Who? by Lynn Hunsaker appeared first on ClearAction CX Strategy e-Consulting. There are two reasons for this: first, organizations don't think much about how the business [.]

Customer centricity 62

Customer centricity Consulting Consulting Customer advocacy 62