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

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

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?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

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. Simple is important to your Customers. And the proof is in the NPS data.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week.

Construction 233

Construction Customer Service Feedback Customer retention 233

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer retention 88

Customer retention Customer centricity Sales Feedback 88

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. GDPR compliance for international data security standards.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Beyond Philosophy

JULY 7, 2015

Maybe you are ready to do something about it, but you might have questions, such as: How do you create a deliberate emotional experience for your Customers that keeps them coming back? When it comes to forecasting, how do you use emotional data to predict the future? How Do You Use Emotional Data to Predict the Future?

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. Marketplace data. 5 Ways to Enhance Customer Experience.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

FEBRUARY 16, 2018

Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the ability to place this data alongside information from the rest of the industry, then you will be unable to accurately reflect how you stack up.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

TechSee

JUNE 23, 2020

The trick is to play to those strengths to provide the customer with a unified, consistent experience across as many touchpoints as possible. Its underlying algorithms will also provide context, insights, and suggestions when the customer interacts with a human agent. AI in Multiexperience. Voice recognition.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Why Reducing Wait Times is Critical for Customer Satisfaction 1. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. What does being customer-centric really mean today?

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). People expect brands not just to fulfill their immediate needs, but to understand, anticipate, and address their evolving desires.

Banking 116

Banking Feedback Customer retention Marketing 116

customer sure

JANUARY 20, 2025

Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

Customer Service 180

Customer Service Contact Center Customer centricity Banking 180

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Customer retention 63

Customer retention B2B Enterprise Best practices 63

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. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Education Services Group

SEPTEMBER 20, 2021

Now, with this backdrop set and you fully informed on the duties and responsibilities of the court crew—this is the part where I start talking about those two dreaded words: data quality. Let us start by stating the obvious: there will always be data issues to work through. STAY WITH ME!). Walk out on the court.

Analytics 97

Analytics Finance Customer centricity Sales 97

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. TechSee has analyzed data from our clients, comparing it with data collected from control groups.

Technology 117

Technology Customer Service Contact Center Self service 117

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Customer centricity 62

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Chief Customer Officer 128

Chief Customer Officer Customer centricity Education Best practices 128

CSM Magazine

OCTOBER 21, 2024

Customers appreciate when businesses cater to their unique preferences, whether through personalized email content, tailored recommendations, or customized product offerings. To deliver this level of personalization, invest in tools that allow you to collect and analyze customer data.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

ProProfs Blog

MARCH 6, 2020

You don’t necessarily have to be a data scientist to understand your customers better. Proprofs’s Survey Maker Tool gets your desired results and measures customer satisfaction in real-time. 4 Obvious Reasons Why Customer Satisfaction Is Important . #1. Retain Customers Like Never Before. Stay tuned!

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

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. Customers 2020 Report.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). However, you can violate the trust in ways other than a data breach or poor policy decision.

Self service 402

Self service Best practices Customer Experience Call Center 402

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

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. Converting Feedback into Features Product teams excel when they create systematic approaches to collecting and analyzing customer input.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention. Let’s take a look.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

ProProfs Blog

OCTOBER 30, 2021

Collecting customer feedback guarantees you never stray too far from the customer’s needs. In case words aren’t enough, let the data paint the picture. . 68% of customers trust feedback more when they see both positive and negative scores. In case words aren’t enough, let the data paint the picture. .

Feedback 143

Feedback Surveys Customer centricity Metrics 143

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

ShepHyken

SEPTEMBER 15, 2023

With the variety of online products and services, customer expectations are constantly growing. And this doesn´t just impact initial interactions but contributes to customer retention, too. Many subscribers prefer to send their questions and complaints through email to save time from contacting a customer support representative.

Marketing 161

Marketing Customer Experience Entertainment Customer centricity 161