Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network. Our solutions are developed on the basis of solid research and statistical science.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

SEPTEMBER 7, 2018

Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

SEPTEMBER 27, 2018

By sending evaluators to measure employee performance across your different store locations, your organizational leadership is investing in quantitative data that can be used to document and rank each location under your brand umbrella. As a result, these brands are able to foster a better experience within each interaction with a customer.

Retail 69

Retail Measurement Brands Omnichannel 69

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. CX is a tough business.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ClearAction

APRIL 18, 2020

A 288% increase in customer lifetime value was achieved by immersing Adobe employees at all levels in customers’ realities, emphasizing the end-to-end customer life cycle, and reviewing action plans regularly with senior leadership for resolving customers’ top issues. $22 Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

West Monroe

JANUARY 12, 2022

This puts significant pressure on product teams to continually innovate and iterate products and services to deliver a compelling customer experience that drives new revenue. Finally, successful product innovation is the result of a diverse and multi-disciplinary approach. But that doesn’t have to be daunting.

Innovation 52

Innovation Roadmap Feedback Metrics 52

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said.

Culture 59

Culture Voice of Customer Fashion 2017 59

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need."

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Like in-store interactions, call-center or phone calls with customers provides an opportunity for brands to provide service on top of being a place to collect feedback.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

AUGUST 23, 2018

Read below to learn aboutseveral factors worth consideringcarefully when leadership decides it isan appropriate time to rebrand your company. An excellent reason to rebrand and shake up your image is to tap into a new demographic of customers. New Demographic.

Brands 59

Brands Voice of Customer Consulting Sales 59

ClearAction

MARCH 20, 2020

Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Second to None

MAY 17, 2019

Cross-cultural business models are a pillar of international studies. Each country has their own way of getting things done based on their cultural norms, their histories and their general perceptions. It is widely known that professionals across different countries take different approaches to business.

B2B 90

B2B Roadmap Brands Culture 90

Second to None

AUGUST 26, 2019

Silos both across, and within, departments threaten consistency in culture and attitudes towards any initiative. Additionally, it allows for the consolidation of customer data. Failure to Innovate and Not Designed for Change. Implementing a successful CX program requires the backing of leaders, departments and employees alike.

Innovation 72

Innovation Metrics Measurement ROI 72

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Much of the improvement has been driven by advancements in product innovation and digital technology. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need."

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Second to None

JULY 10, 2018

For Customer Experience research projects like mystery shopping , choosing the right vendor can be a huge determinant of the value provided by the program. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Brands 63

Brands Competitive Advantage Document Voice of Customer 63

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said. That costs money.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Second to None

APRIL 11, 2018

Clarke suggested using technology, like automation, to relieve employees from repetitive tasks, allowing them to be more engaged with the customer when needed. Voice of the Customer Programs Grow in Importance. “But there’s good news,” Temkin said.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Amity

APRIL 25, 2016

Brandon specializes in helping B2B software companies cross the chasm from startup to growth stage businesses by helping build-out and refine customer acquisition. GVP Customer Success - Oracle Marketing Cloud. The Enlightened Customer. CEO - C hief Customer Office Council. Customer Success Strategist - Sixteen Ventures.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. Exactly the opposite recipe is needed to truly harness digital and become a customer-led organisation, Wittenstein said.

Culture 40

Culture Voice of Customer Fashion 2017 40

Second to None

MAY 3, 2018

trillion lost by companies in the past year directly due to customers switching to competitors after a poor service experience.[2] We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Interaction 59

Interaction Voice of Customer Brands Consumers 59

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. Use technology to enhance customer’s experience not yours.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

CX Journey

APRIL 5, 2017

Get the right people in the door - not just those folks who fit your culture or your values but also those who truly want to be there, for the right reasons. Imitation is the death of innovation. When imitating, there's no need for innovation, right? Instead, competition drives innovation, and vice versa.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

CX University

OCTOBER 19, 2017

German customer experience has long been considered very bad. Bad customer experience in Singapore is costing brands $26B per year. When we talk about improving Customer Experience, we focus on strategy, culture, and nit-pick the journey, but we need to shift our thinking and begin from a different place.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Second to None

SEPTEMBER 13, 2018

To stand out in the current atmosphere retail brands must take a long look at themselves in the mirror and figure out WHY customers should choose them. Once you have figured out your unique ‘why,’ create a company culture that trains employees to provide this niche service and invest in your infrastructure to match this evolved perception.

Retail 54

Retail Brands Fashion 2017 54

Customer Alignment

OCTOBER 2, 2017

We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Second to None

OCTOBER 2, 2018

But if you’re struggling to turn employees into ambassadors, it’s likely because of one of the following reasons: Company Culture and Employee Engagement. Engagement is affected by a whole host of factors, ranging from compensation to company culture. Engaged employees are happier and more productive.

Social Media 59

Social Media Brands Culture Consulting 59

Second to None

MARCH 28, 2018

Managing the customer relationship involves not just you, but everyone in your company. The most effective customer experience spans your entire team. It is what differentiates your company culture from other businesses when each person in your company is involved in some way.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59

Second to None

SEPTEMBER 20, 2018

Mobile devices have become a ubiquitous aspect of American consumer culture. It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Second to None

APRIL 18, 2019

Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

APRIL 23, 2019

We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

B2C 84

B2C Transportation Social Media Entertainment 84

ClearAction

DECEMBER 16, 2017

Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. Consider listening to current, lost and potential customers.

Customer Centricity 54

Customer Centricity Consumers Customers Culture 54

ijgolding

JANUARY 15, 2016

The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Voice of Customer, Customer Insight and Understanding. Experience Design, Improvement and Innovation. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Ashna Patel. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

APRIL 21, 2022

The focus of Cisco is now on improving customer experience at every touchpoint. By hiring an expert to lead the customer experience efforts, Cisco is now on the right path to innovate and improve customer life cycle with technology. The customer has more power than before and multiple options at their fingertips.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10