CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Blog 64

Blog Customer Success Customer Centricity Consulting 64

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Blog 98

Blog Customer Success Consulting Metrics 98

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. ” Calculating Versus Giving Customers Joy.

Magazine 288

Magazine Metrics Customer Centricity Books 288

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what? Disseminate it.

Customer Centricity 88

Customer Centricity Culture Blog Reference 88

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 117

Connections Blog Customer Centricity Consumers 117

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. Oh, so that’s customer service, right?”.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 83

Customer Experience Customer Centricity Culture Leadership 83

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Blog 113

Blog Customer Experience Net Promoter Score Competitive Advantage 113

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

SurveySensum

APRIL 22, 2024

Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era. That’s what we’re gonna explore in today’s blog.

Measurement 52

Measurement Customer Centricity 2024 Demo 52

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

2018 98

2018 Blog Customer Service B2B 98

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Blog 52

Blog Customer Service Loyalty Programs Social Media 52

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer Centricity 127

Customer Centricity Culture Customers Connections 127

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.”

Sports 78

Sports Customer Experience Customer Centricity Sales 78

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. With the right travel agency marketing strategy, travel agents and businesses can attract the ideal client to their business and grow rapidly.

Travel 110

Travel Marketing Social Media Hotels 110

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Social Media 110

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. 94% of consumers say they expect better customer service than they currently receive. The answer?

Contact Center 62

Contact Center Innovation Consumers Interaction 62

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 94

Blog Omnichannel Average Handle Time Contact Center 94

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

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. What Does a Chief Customer Officer Do? Let’s explore.

Chief Customer Officer 123

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 123

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 71

Marketing Customer Experience Magazine Customer Centricity 71

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. That’s why we’ve created this blog that features seven networks that every realtor should be a part of.

Social Media 59

Social Media Sales Advertising Connections 59

BirdEye

DECEMBER 8, 2023

However, a robust and effective carpet cleaning marketing strategy is pivotal in making your business stand out and attract customers. However, a robust and effective carpet cleaning marketing strategy is pivotal in making your business stand out and attract customers. This blog is all about that.

Marketing 59

Marketing Social Media Advertising B2B 59

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries. How do you look for this quality? Some might be angry.

Customer Service 252

Customer Service Blog Customers Interaction 252

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. Following these recommendations now will uplevel your personalization efforts, increase customer lifetime value (CLV), and earn your customers’ loyalty for life.

2025 59

2025 Marketing 2024 Customer Centricity 59