Beyond Philosophy

SEPTEMBER 11, 2021

You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you. How can we help?

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Customer Focused Marketing Customer Centricity Consulting 78

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

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Customer Focused Innovation Workshop Customer Centricity 110

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

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Consulting Workshop Customer Journey Mapping Touchpoint 53

Beyond Philosophy

OCTOBER 6, 2020

We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. The post The 5 Rules for Driving Down Costs in a Customer Focused Way appeared first on CX Consulting. This podcast is produced by Resonate Recordings.

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Customer Focused 2020 Measurement Customers 78

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. – “Customer Experience (t here is no certainty of what it is or how it works, but vendors continue to promise it as the Holy Grail). Next year’s event brings these customer-focused conferences to Washington, DC, May 23 – 25, 2016.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Upgrade your technology.

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Customer Service Customer Experience Hospitality Hotels 256

Customer Guru

JANUARY 3, 2018

Mr. Patel is a leading Customer Service Consultant in India. Having worked with leading organizations such as ClearTax and Amazon, and across multiple industries, he has closely observed the impact that customer experience has on the growth of any business.

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Consulting Customer Service Customer Centricity Transportation 83

TechSee

JUNE 16, 2022

At Gartner, Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Jeff is truly obsessed with customer service. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

NOVEMBER 29, 2019

It starts with Naïve, which are the least customer-focused companies and are unaware of it. Next come the Transactional and Enlightened stages, which are firms that now recognize the problem and are consciously working to change their behavior to have a customer-focus.

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Customer Centricity Books Consulting Culture 142

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

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Net Promoter Score Customer Centricity Metrics Customer Journey 547

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: .

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Advertising Consulting Definition Brands 149

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Something simple as a login should never create friction for your customers.

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Article 2021 Customer Service Loyalty Programs 150

Help.com

OCTOBER 13, 2014

Micah Solomon is a corporate culture consultant, customer experience consultant, customer service speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service The post 4 Steps To A Customer Focused Company Culture appeared first on Help.com Blog.

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Culture Customer Focused Competitive Advantage Hotels 40

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Technology Customer Experience Social Media 2015 265

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting. Source: Unsplash.

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Consulting Customer Success 2020 Customer Centricity 10

Michel Falcon Experience

FEBRUARY 19, 2016

But I knew that I needed to cut my teeth and earn experience if I wanted a smooth transition between being an employee and being an entrepreneur, consultant and keynote speaker. When I first recognized that my career would be in customer experience management, I immediately started thinking of my five-year plan.

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Call Center Consulting Customer Experience Net Promoter Score 60

One Millimeter Mindset

MAY 4, 2022

In my recent post-pandemic consulting conversations, I listen and guide clients like you. Many of us are exquisitely customer-focused on serving others. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Sound familiar? However, you are in denial.

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Consulting Innovation Leadership Presentation 90

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

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Net Promoter Score Customer Centricity Airlines 2002 171

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience.

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Consulting Feedback Customers Customer Focused 154

ShepHyken

OCTOBER 25, 2021

10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). Go to The Customer Focus to learn more about our customer service training programs.

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Article 2021 Customer Service 2026 147

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Service Untitled

MARCH 26, 2010

Service Untitled The blog about customer service and the customer service experience. Everyone has a customer they want to satisfy and therefore the focus has to address needs, expectations, and behaviors. With current customers, is the company producing the products they want?

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Customer Focused Blog 2010 2006 42

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

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2015 Customer Experience Customer Journey Mapping Touchpoint 300

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Return on Investment Customer Experience Professionals Leadership Consulting 177

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

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Customer Centricity Social Media Consulting Leadership 268

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance.

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Culture 2006 Definition Employee Experience 260

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

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Leadership Chief Customer Officer Books Social Media 247

Beyond Philosophy

NOVEMBER 28, 2016

From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior.

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Engagement White Paper 2015 Consulting 145

Experience Investigators by 360Connext

FEBRUARY 4, 2019

By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints. How can we take on the impossible list of touchpoints?

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Touchpoint Customer Experience Professionals Advertising Social Media 173

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

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Customer Experience Culture Leadership Consulting 225

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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Hotels Social Media Innovation Consulting 231

ShepHyken

MARCH 21, 2017

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. What are the qualities of a customer-focused employee?

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Workshop 2011 2012 Leadership 81

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior.

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2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

OCTOBER 18, 2017

The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused. Some time ago, I encountered this sign in my room at a hotel: The sign demonstrates that the mini-bar experience is not customer-focused, but rather operations-focused.

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Hotels Consulting Customers Webinar 136

The DiJulius Group

OCTOBER 4, 2023

Among The DiJulius Group’s consulting clients is Standard Aero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB).

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Innovation Consulting Customers Article 64