Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Engagement 98

Engagement Customer Experience Advertising Culture 98

One Millimeter Mindset

JANUARY 7, 2021

Because the root cause of ineffective cross-functional leadership does not always reside in the details of the minutiae of each project. Second perspective: When departmental leadership reinforces professional elitism, a culture of “Our Departmental Value” versus the “Value of Other Departments” emerges. is available on Amazon.com.

2012 89

2012 2021 Leadership Culture 89

Calabrio

MAY 3, 2021

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. But it was his time at Michigan State University that he credits with inspiring much of his contact center leadership style.

Contact Center 105

Contact Center 2021 2006 2012 105

CX University

OCTOBER 22, 2019

McKinsey, “Customer experience: Creating value through transforming customer journeys”) . There are hospitals in the Philadelphia region that are worse at satisfying their customers than the “Top 10.” Consumer-driven programs from Amazon.com and JetBlue can remember preferences and anticipate customers’ needs and wants.

Healthcare 40

Healthcare Hospitality Leadership 2012 40

CX University

OCTOBER 22, 2019

McKinsey, “Customer experience: Creating value through transforming customer journeys”) . There are hospitals in the Philadelphia region that are worse at satisfying their customers than the “Top 10.” Consumer-driven programs from Amazon.com and JetBlue can remember preferences and anticipate customers’ needs and wants.

Healthcare 40

Healthcare Hospitality Leadership 2012 40

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

2012 67

2012 Leadership Magazine Culture 67

CSM Magazine

OCTOBER 1, 2020

the research-driven artificial intelligence company advancing the future of productivity and efficiency in customer experience (CX). ASAPP is on a mission to build products that make people radically more productive and jobs more sustainable, starting with the $400 billion customer experience industry. About the ASAPP platform.

2011 52

2011 2012 2010 Financial 52

Customer Bliss

MAY 24, 2016

Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. Customer, customer, customer.

2004 135

2004 2011 2012 Leadership 135

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. I love this report – it really shows the bottom-line impact of customer experience.

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

Integrity Solutions

NOVEMBER 22, 2022

People, training and processes are all part of this assessment, as are your leadership, their coaching abilities and their attitudes and beliefs. Strategic leadership coaching is crucial for organizations that desire to grow through and in spite of the Great Reshuffle and the Silent Quitters. Who Needs Workplace Coaching?

Banking 79

Banking Culture Engagement Leadership 79

Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

2023 40

2023 Leadership 2012 2010 40

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. 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.

Workshop 81

Workshop 2011 2012 Leadership 81

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

Alida

OCTOBER 2, 2017

For his achievements, Bennett has received several industry awards, including the 2012 Healthcare Internet Hall of Fame Innovative Individual Inductee award.

Hospitality 100

Hospitality Social Media 2012 2010 100

Beyond Philosophy

NOVEMBER 29, 2014

In 2012, Wal-Mart moved Black Friday discounts back across the midnight boundary, exploring the potential for Thanksgiving night shoppers. We believe it’s the right decision not only for our employees, but also for our customers. The Customer Is Not Always Right. Blogs Social Media Thought Leadership customer service'

Social Media 117

Social Media Wireless Retail 2012 117

PeopleMetrics

OCTOBER 16, 2014

PeopleMetrics would like to congratulate one of our clients, Michelle Morris, for winning a Customer Experience 2014 Impact Award as an Outstanding Practitioner. Her story offers a great example of how you can create amazing customer experiences, and even win an award for the effort. Creating a Short-List Creates Quick Action.

Customer Experience 48

Customer Experience 2012 2010 2014 48

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

ChurnZero

AUGUST 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . What makes the BIG RYG Customer Success Conference so special is our incredible lineup of speakers and entrepreneurs.

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

Magellan Solutions

JANUARY 29, 2024

I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. Setback to Strengthened Purpose: Chua reflects on a significant moment, “Facing a significant income drop in 2012 because of the departure of our client, a Fortune 500 company.

2005 98

2005 Call Center 2012 2024 98

Beyond Philosophy

APRIL 15, 2015

More Customers are craving an adventure. The idea of creating a sense of adventure for Customers isn’t for solely no-name, pop-up stores either. Not surprisingly, their Customers decided that the Monitor experience wasn’t worth it. And they filed for bankruptcy in 2012. Blogs Thought Leadership'

2012 124

2012 Consulting 2014 Airlines 124

Customer Guru

MARCH 7, 2018

Devika Vittal is the Director of Customer Experience at UAE Exchange. She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. About UAE Exchange.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Service Untitled

NOVEMBER 28, 2012

So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. She heads up the company’s executive training program, The Ritz-Carlton Leadership Center. It’s not robotic, it’s not scripted.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

Alida

JUNE 23, 2016

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. We fulfill a need for customers, but must keep up with the evolving customer behavior and attitudes. Why do you love working there?

Consumers 150

Consumers Insights Retail E Commerce 150

COPC

APRIL 3, 2018

This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities. About the CXMB Series. A joint research project between COPC Inc.

2017 40

2017 Customer Experience Management Customer Experience 2012 40

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. In fact, the American Customer Satisfaction Index (ACSI) is reporting customer satisfaction levels that are hovering just above 9 year lows.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

Gainsight

JANUARY 18, 2021

With over 9,000 customers, they have seen immense growth over the past ten years. Lee has been with Rapid7 for seven years, beginning as their Vice President of Product, back in June of 2012. All their organizations are structured and aligned with customer-centricity in mind. . Passion for Product.

Innovation 52

Innovation Leadership Customer Centricity 2012 52

Customer Bliss

MAY 17, 2016

THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves. Give customers the information they want.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I joined in 2012. PeopleMetrics Turns 20! And I'm really happy to be here today. Hopefully this will be a fun PeopleMetrics LIVE.

2001 62

2001 2012 Feedback Books 62

Playvox

OCTOBER 6, 2021

Just as we tailor our approach to meet the needs of our customers, each generation has different expectations for workplace interactions. Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses.

Contact Center 75

Contact Center 2025 Management 2021 75