ClearAction

APRIL 18, 2020

Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture. Thorough understanding of customers’ expectations and realities is a prerequisite to preventing issues that bother customers. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

JULY 10, 2018

Wasting time reorienting with a new vendor after growth can be costly and choosing the right partner early on can divert this human and financial cost. For Customer Experience research projects like mystery shopping , choosing the right vendor can be a huge determinant of the value provided by the program. 1] [link]. 1] [link].

Brands 63

Brands Competitive Advantage Document Voice of Customer 63

Second to None

AUGUST 28, 2018

Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. In these cases, the amount of extra time, in addition to the original financial investment of implementing the program, can be costly and deeply impact the perceived success of the program.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

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.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Second to None

FEBRUARY 4, 2020

Due to heavy regulation on tobacco and alcohol sales, as well as in the healthcare field, any brand that is not trying to monitor compliance is at risk of extreme legal and financial repercussions. Use these kinds of mystery shopping programs to unlock, uncover, and deliver an industry-leading Customer Experience. .

Healthcare 75

Healthcare Brands Customer Centricity Voice of Customer 75

Second to None

MAY 15, 2018

The reason for that is its combination of impeccable design, innovative features, and superb branding. On the other hand, business owners who want to sell their brand are, logically, more interested in financial metrics. People line up to purchase the latest model of iPhone even though it’s one of the most expensive smartphones.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Second to None

MARCH 27, 2019

If you are using this data to predict the financial outcome of switching to paper bags, your data will not accurately predict how customers will actually behave. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Voice of Customer 85

Voice of Customer Customer Centricity Financial Consumers 85

Second to None

MARCH 20, 2019

A slew of unaddressed negative reviews can result in major financial loss, making the tedious task of online reputation management (ORM) a necessary process in the success of your business. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1-4] [link]. [5]

Social Media 86

Social Media Brands Customer Centricity Voice of Customer 86

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Second to None

FEBRUARY 15, 2018

While there is a financial aspect depending on how many penalties specific locations accrue, too many of these mistakes will eventually lead to the removal of your brand’s legal right to sell these products, per information provided by the FDA. 1] [link]. [2] Our solutions are developed on the basis of solid research and statistical science.

2018 69

2018 Brands Document Leadership 69

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Second to None

MARCH 8, 2019

In several studies looking at Glassdoor reviews, research found a significant connection between workplace satisfaction and financial performance. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. in its market value. 2,4] [link]. [3]

2015 48

2015 2009 Financial 2018 48

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. 1] [link]. [2] 2] [link]. [3]

ROI 54

ROI 2007 2018 2019 54

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. 1] [link]. [2] 2] [link]. [3]

ROI 48

ROI 2007 2018 2019 48

Second to None

MARCH 5, 2018

This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. This is the new normal across all industries.”

Brands 54

Brands E Commerce Retail ROI 54

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Three words: voice of customer.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. Pace Asking and Acting.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. She then introduced session replay and VoC tools to infuse direct customer feedback into the culture.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Qualtrics

NOVEMBER 12, 2020

Here are a few takeaways from the discussion… What are the consumer behavior trends you’re seeing in financial services? Our business as a whole is digital.We're continually thinking about how we engage with our customers in a digital way. Recently we introduced a customer support wizard. See the full transcript. I would say so.

Financial 26

Financial Insights Customers Automotive 26

CX Journey

MAY 3, 2016

There are six domains that comprise the certification exam and, quite frankly, encompass what we as customer experience professionals do, talk about, and fight for day in and day out in our roles as customer experience transformists. Transforming the customer experience takes baby steps.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Second to None

FEBRUARY 15, 2019

NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model. The final step is to multiply that number by 100. Why is it Useful?

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

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. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Retently

AUGUST 9, 2018

How much do you focus on customer retention? Do you dedicate enough manpower, time, and financial resources to this business aspect? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients.

Feedback 93

Feedback Insights CEM Net Promoter Score 93

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. It’s simple; we are nothing without our customers. We must do the same with our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Better products and services.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Second to None

MARCH 16, 2018

In this complex ecosystem, CX is becoming crucial for companies in order to differentiate themselves, improve customer satisfaction, foster loyalty, reduce churn and ultimately increase revenue. Just to provide few examples, according to a KPMG study (2017) there is a positive correlation between CX and financial results.

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63