Storyminers

MAY 31, 2017

The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. Lessons about culture, economics, design, and digital futures are freely shared in the form of guidelines, design principles, and practical activities to pursue.

2017 77

2017 Hotels Customer Experience Design Employee Experience 77

ShepHyken

JUNE 8, 2018

It’s the story of how our support crew listened to the users of Videoleap , our creative video editor (and Apple’s App of the Year in 2017 in 77 countries, only three months post-launch — ok, done gloating). The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken. Still not sure?

Blog 76

Blog Social Media 2018 2017 76

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. If you don’t subscribe to his blog, you should. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken.

2017 69

2017 Article Customer Service Airlines 69

Clarabridge

MAY 2, 2017

American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Come back to our blog tomorrow for a recap of Day 2 at C3! The post Inspiring a CX Revolution: C3 2017 Day 1 Highlights appeared first on Clarabridge.

2017 40

2017 Insurance CEM Touchpoint 40

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. He is the author of Customer Experience Management Rebooted (2017). Strativity is a global leading consultancy in customer experience and Culture Design www.strativity.com. By Steven Walden, Strativity Group. Sue: What are the global trends for customer experience?

Culture 65

Culture Automotive B2C Social Media 65

Customer Bliss

NOVEMBER 23, 2016

One-company leadership, accountability, and culture. Whatever I am doing — writing a book, working 1-on-1 with a client, speaking, blogging, podcasting — everything is tied to these five competencies. The Reality Check Audit And 2017 Goals. Build a customer listening path. And now you can be part of all this too!

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

2017 40

2017 Customer Experience Government Loyalty 40

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer.

2017 45

2017 Customer Service Social Media Guest Experience 45

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. It means investing the resources needed to effect actual change in the culture from the people that talk to the customers directly to those that earn millions of pounds of bonuses based on the activities of those customers. They can adopt a customer-centric culture.

2002 153

2002 2017 Customer Centricity Consulting 153

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Talkdesk brought together a panel of customer leaders at Dreamforce 2017 to learn how they built outstanding cultures of empowerment.

Culture 40

Culture Contact Center 2017 Metrics 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Talkdesk brought together a panel of customer leaders at Dreamforce 2017 to learn how they built outstanding cultures of empowerment.

Culture 40

Culture Contact Center 2017 Metrics 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018??

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Talkdesk brought together a panel of customer leaders at Dreamforce 2017 to learn how they built outstanding cultures of empowerment.

Culture 40

Culture Contact Center 2017 Metrics 40

Strativity

JANUARY 29, 2018

Loyalty Management Q4 2017. Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. It is the real deal in every company.

Culture 40

Culture 2017 Loyalty Customer Centricity 40

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. He is the author of Customer Experience Management Rebooted (2017). Strativity is a global leading consultancy in customer experience and Culture Design www.strativity.com. By Steven Walden, Strativity Group. Sue: What are the global trends for customer experience?

Culture 40

Culture Automotive B2C Social Media 40

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX Investigators (@360Connext) October 4, 2017. The best customer service is baked right into the culture. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Beyond Philosophy

SEPTEMBER 18, 2016

The announcement of her retirement in July, less than two months ago, painted her with the “dear friend” brush included the phrase “standard-bearer for our culture.” After all, isn’t she the standard-bearer for the culture? It reflects a poor employee culture that this practice was so widespread. What do you think?

Banking 166

Banking Books Culture Webinar 166

SuiteCX

FEBRUARY 7, 2017

This starts at the top of the organization, and will impact your culture. Here is to a growth oriented 2017! Focus on agile development –not a year to get something done but incremental improvement that can be delivered in weeks and days. Conclusion. With hard work and focus you can do this.

2017 45

2017 Customer Journey 2015 Brands 45

SuiteCX

FEBRUARY 7, 2017

This starts at the top of the organization, and will impact your culture. Here is to a growth oriented 2017! Focus on agile development –not a year to get something done but incremental improvement that can be delivered in weeks and days. Conclusion. With hard work and focus you can do this.

2017 40

2017 Customer Journey 2015 Brands 40

Eptica

AUGUST 19, 2020

Demonstrating this, the results of the Institute of Customer Service’s latest UK Customer Satisfaction Index show that levels of CX are worsening, with the overall score down from Summer 2019 and well-below the high point recorded in mid-2017. How can this be fixed? What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you developed a Culture Ambassadors program? Together, we'll make a dent!

Culture 0

Culture Employee Experience Leadership 2017 0

Provide Support

JUNE 1, 2017

Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. Here on our blog, we’ve highlighted many ways you can enhance customer service agent hiring process and training. © 2003 - 2017 Provide Support LLC. Read more.

Leadership 65

Leadership Customer Service 2003 2017 65

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. <

2008 199

2008 2018 2017 2014 199

Optimove

JANUARY 6, 2022

Back in 2017, HubSpot research found that “it costs anywhere from 5 to 25 times more to acquire a new customer than to retain an existing one” and that”at some point, your acquisition math will break.”. And Retention should be punching way above its historical weight.

Loyalty Programs 98

Loyalty Programs Advertising Loyalty 2017 98

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Provide Support

SEPTEMBER 27, 2017

Before we jump into exploring what makes a fantastic customer service employee, here are the key questions you should ask before hunting for a perfect support agent: What is the ideal support personality for YOUR company culture? © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more.

Customer Service Representative 58

Customer Service Representative Customer Service 2003 2017 58

Confirmit

SEPTEMBER 4, 2017

I’m not even going to try to explain their program in a short blog post, but if I say that their program covers 29 markets, 17 languages, any one of 9 individual activities, and any combination of 7 channels, you’ll get a sense of the scale of the work they are doing!

2017 40

2017 Consulting Customer Experience Professionals Culture 40

SurveySensum

JULY 10, 2023

If not, then this blog is for you. Build and Leverage a Customer-Centric Culture Deloitte and Touche’s, Wealth Management Digitalization changes client advisory more than ever before research found that customer-centric companies were 60% more profitable compared to companies that were not. If not, then it’s high time.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

ShepHyken

DECEMBER 8, 2017

According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it. The post Guest Blog: Want to Excel at Customer Service? Acknowledge the Mobile Social Customer. It’s Called A Complaint.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Optimove

OCTOBER 24, 2019

Think about marketing professionals from lastminute.com, ZEE5, Carbon38, Groupe Dynamite, MyTheresa, GlassesUSA, Lifesum, Rebecca Taylor, DVF, Culture Trip, and Talkspace gathering and answering burning questions, such as how to create value for every customer, always? Recap: Optimove Connect 2017. Recap: Optimove Connect 2017.

Presentation 53

Presentation 2015 2017 2018 53

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.”

Net Promoter Score 60

Net Promoter Score Competitive Advantage Webinar NPS 60

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Presentation 40

Presentation Leadership Customer Success 2017 40

Beyond Philosophy

MAY 3, 2018

After all, when there are fewer places to work, fewer places where specific industry skills are valued, then why should the company create better wages and work cultures for employees? 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. Reducing competition can have a similar effect on Customer Experience.

Wireless 113

Wireless 2018 2017 2002 113

Beyond Philosophy

FEBRUARY 28, 2017

Learn about the company culture and the personalities that inhabit it. If you found this post interesting, you might also like these blogs: Ensure 2017 is YOUR Year: 3 Critical Things to Avoid! Understand how they do things around here. What are the things you should and shouldn’t do? Are there taboo subjects?

Social Media 131

Social Media Books 2017 Feedback 131

Beyond Philosophy

DECEMBER 26, 2017

We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Cultural readiness for stakeholder-centricity. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111