CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
Customer centricity Customer Experience Magazine 
Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Customer experience is an essential part of marketing these days.
Marketing 
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Making Customer Centricity a Reality
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity. We will address the topic via a facilitated discussion followed by an interactive Q & A live on ZOOM.
Top 5 Customer Service & CX Articles for Week of September 2, 2024
ShepHyken
SEPTEMBER 1, 2024
Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Thank you CXO Magazine for this honor!
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5 Top Customer Service Articles for the Week of May 6, 2019
ShepHyken
MAY 6, 2019
Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Here are my top five picks from last week.
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Building a Customer-Centric Culture: Lessons from Soft2Bet’s Success
CSM Magazine
APRIL 18, 2025
Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships. Lets explore the strategies that have fueled Soft2Bets customer-centric success, and how you can bring these same principles into your own company to drive lasting growth.
Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
He shares how to improve the SaaS customer experience to encourage customer loyalty. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. So, offering a pleasant customer experience is critical to the success of your organization. . For example.
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Like Just About All of Their Customers… I LOVE Wegmans!!!
Beyond Philosophy
JUNE 2, 2015
For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,
Change Your Mindset for Greater Productivity
Beyond Philosophy
JULY 23, 2015
I read on an airline magazine that Tuesday is the most productive day of the week. Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.
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Awards Magazine recognises Peter Lavers as Top Influencer
Peter Lavers
JUNE 6, 2021
We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here. I’m honoured!”
Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.
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5 Top Customer Service Articles For the Week of October 26, 2020
ShepHyken
OCTOBER 26, 2020
Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Here are my top five picks from last week.
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7 Top Tips to Create a Customer-Centric Culture
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Let’s start with my tip number 1: Tip 1 – Make customer experience a priority for the whole company!
Celebrating Tony Hsieh's Contribution to CX
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.
5 Top Customer Service Articles of the Week 1-24-2022
ShepHyken
JANUARY 24, 2022
Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. How Can We Make Our Organizations Truly Customer-centric? Here are my top five picks from last week.
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The Best MBAs for Customer-Centric Leadership
CSM Magazine
FEBRUARY 6, 2025
University of Pennsylvania – Wharton School of Business Wharton is renowned for its Marketing and Operations departments, both of which have significant overlap with improving customer experiences. Standout Course: Customer Analytics , which teaches how to derive actionable insights from big data to improve customer service.
Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.
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The Customer-Centric Compass
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. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.
The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?
Beyond Philosophy
DECEMBER 22, 2015
Print magazines, still actively used, have remained about the same in terms of percentage of marketers including them in their content program. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.
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New Data Show Lack of Leadership Commitment to Customer Centricity
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. The Survey Says.
5 Top Customer Service Articles of the Week 5-2-2022
ShepHyken
MAY 2, 2022
Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. My Comment: What will bad customer experience management cost you?
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Tips for Providing the Best Customer Experience
CSM Magazine
OCTOBER 21, 2024
In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.
Redefining Support: Philippine Call Centre Outsourcing and Customer Experience Innovation
CSM Magazine
OCTOBER 21, 2024
As businesses worldwide seek to improve efficiency while maintaining top-tier service, many have turned to call centre outsourcing in the Philippines to redefine their customer experience. This article explores how the Philippines is leading the way in customer experience innovation.
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6 Examples of Successful Customer-Centric Companies
CSM Magazine
MARCH 14, 2022
Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.
Top 5 Customer Service & CX Articles for Week of February 26, 2024
ShepHyken
FEBRUARY 25, 2024
Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.
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101 Quotes About Customer Experience
CSM Magazine
OCTOBER 15, 2024
Customer experience (CX) is crucial in today’s business landscape. ” – Shep Hyken “Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.” The customer. The customer.
From AI to Automation: Can Technology Put Utilities Back on Top for Customer Centricity?
CSM Magazine
NOVEMBER 26, 2024
Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Especially as customer-centric companies are said to be 60% more profitable than companies that aren’t. Richard Farrell, CIO at Netcall , explains.
The World’s Best Airports for Customer Experience
CSM Magazine
MARCH 11, 2025
This continued technological evolution will allow airports to prioritize passengers rather than outdated processes, ultimately creating a more customer-centric travel experience.
Celebrating Tony Hsieh's Contribution to CX
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.
How Data Warehouse Insights Can Boost Customer Experience in Real-Time
CSM Magazine
DECEMBER 17, 2024
Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?
Top 5 Customer Service & CX Articles for the Week of March 6, 2023
ShepHyken
MARCH 5, 2023
Each week, I read many customer service and customer experience articles from various resources. Customer service and the customer experience are at the forefront of conversations about success and excellence in business. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.
The Impact of Product Management on Customer Experience
CSM Magazine
FEBRUARY 11, 2025
A customer’s frustrated comment might become tomorrow’s product feature, and we cant forget that service insights guide smart promotional strategies and budget decisions. Marrying product insight and service experience turns casual users into fiercely loyal advocates.
Customer Experience Influencers You Must Follow – Part 2
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. John is an “Ex-Disney Guy” and Customer Experience Coach.
Top 51 Customer Service Leaders – Best Customer Experience Influencers
Netomi
JANUARY 5, 2022
This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
Kevin Kruse, a former VP of Kenexa (now part of IBM) and a leadership contributor to Forbes magazine, defined employee engagement as “the emotional commitment the employee has to the organization and its goals.” They are all about alignment and productivity, and all make assumptions about the influence of engagement on customers.
How To Build A Strong Customer Centric Team
CSM Magazine
JANUARY 29, 2018
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service. Rest assured, a one-word response is a customer complaint.
Peter Lavers Voted as Top CX Professional
Peter Lavers
FEBRUARY 2, 2021
We’re happy to report that Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Professionals. This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management.
Customer-Centric Innovation
ClearAction
DECEMBER 30, 2017
Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.
Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Customer Experience.
What is Customer Experience Value Creation?
ClearAction
DECEMBER 31, 2017
What is Customer Experience Value Creation? Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Customers hold the purse strings.
What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. What do you think? CEI Survey.
Top 5 Customer Experience Predictions for 2020
CSM Magazine
DECEMBER 5, 2019
This shift will allow brands to resolve issues and find answers much more quickly, unlocking a new level of more intuitive, intelligent customer experiences. Customer experience will be a priority in the boardroom. Conversational AI interfaces will become the new standard in customer experiences.
Free Webinar: Kickstarting Your Customer-Centric Culture
CSM Magazine
FEBRUARY 8, 2021
Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.
Top 20 Customer Service Blogs You Have to Read in 2020
Fonolo
JANUARY 14, 2020
Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.
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