Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

MARCH 19, 2019

Bell also helps many Fortune 100 companies implement innovative customer-centric strategies. Value-added is what your customer usually gets and, over time, expects; value-unique is giving your customer what they expect and adding more. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer retention 86

Customer retention Employee engagement Customer centricity Metrics 86

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience.

Customer centricity 96

Customer centricity Employee engagement Feedback Customer Experience 96

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

Beyond Philosophy

OCTOBER 24, 2014

Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 59

Employee engagement Contact Center Gamification Customer centricity 59

Noble Systems

FEBRUARY 14, 2019

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. So, in order to be truly customer-centric, you must first become employee-centric.

Employee engagement 53

Employee engagement Contact Center Gamification Customer centricity 53

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

PeopleMetrics

OCTOBER 1, 2015

The shame of it is, when employees are trained to ignore customer-centric impulses and focus on company-centric results, they suffer too. The employee experience is a crucial element of the customer experience. When employee engagement suffers, so does the customer experience.

Customer centricity 90

Customer centricity Employee engagement Customer Experience Management 90

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He educates about the transformative power of customer success to his clients. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Because it’s a crucial driver to create customer loyalty. Game-changing potential.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

ProProfs Blog

JANUARY 17, 2020

With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially. Increase the chances of customer retention. Not only that but customers also start to respect the company and spread a positive word for the company. . So is customer recovery.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ShepHyken

MAY 4, 2023

Customers who have their issues resolved during the first interaction with a customer service representative are likely to be more satisfied with the service they receive. This can increase customer retention and loyalty, which can benefit businesses.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 257

B2C B2B Metrics Entertainment 257

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Customer Relationship Metrics

JULY 26, 2017

And as many studies have confirmed, engagement is directly correlated with higher levels of individual and organizational performance. This results in higher profits, lower costs, higher customer retention and referrals. An employee’s perception of control is significantly related to psychological ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. This involves being open to criticism from employees and peers.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Vcaretec

JUNE 6, 2022

Connect: @GuyKawasaki Peter Lavers Bio: Peter is a customer management and experience expert @WCL. Passionate about customer service, and interested in cars & apologetics Connect: @PeterLavers Greg Levin Bio: Employee engagement and customer experience writer, speaker, and humorist.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. And customers have increasing power.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right?

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. Treat your customer as an advisor.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

ijgolding

NOVEMBER 16, 2015

Instead, I encourage anyone with an interest in helping their organisation become more customer centric, to constantly and continuously bring these phrases to life through the effective relating of stories. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Customer centricity 91

Customer centricity Enterprise Customer Experience Employee engagement 91

Global Response

FEBRUARY 9, 2023

Starbucks While Starbucks hasn’t always been a customer-centric company, its pivot toward customer obsession in recent years provides a great example for other companies to follow. As you can see, Starbucks didn’t need to reinvent the wheel in order to improve customer loyalty and customer-centricity.

Customer centricity 62

Customer centricity Feedback Customer retention Customer Experience 62

Horizon CX

MARCH 25, 2019

This involves being open to criticism from employees and peers. In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. Leaders who reach out to their employees improve employee engagement.

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

ijgolding

SEPTEMBER 7, 2015

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. How the GPI is calculated.

Surveys 77

Surveys Metrics Employee engagement Consulting 77

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85