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

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. According to Scott Robinson, Senior Director, Loyalty Design & Solutions of Bond Brand Loyalty, the atmosphere around Black Friday as a social event has changed as well.

Social Media 117

Social Media Wireless Retail 2012 117

Heart of the Customer

SEPTEMBER 11, 2014

A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. By building loyalty, companies with a great customer experience grow organically, through keeping customers and selling more to them. The CX Laggards lost 2.5% over 7 years.

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. We left the transactional economy years ago.

Workshop 81

Workshop 2011 2012 Leadership 81

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

APRIL 15, 2015

And they filed for bankruptcy in 2012. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. Blogs Thought Leadership' Monitor couldn’t adapt the way they consulted their clients. Not surprisingly, their Customers decided that the Monitor experience wasn’t worth it.

2012 124

2012 Consulting 2014 Airlines 124

Customer Bliss

MAY 3, 2017

He is a sought-after speaker and advisor to corporate leadership teams around the world. Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB (NYSE: CEB) in Arlington, VA. In addition to his management responsibilities at CEB, Matt is a noted business writer.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

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. However, the dealership experience in the United States (how do I put this delicately) ….was was less than the “best.” Here are some highlights….

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

OpinionLab

MARCH 8, 2016

A personalized response from the company was an indication to my mother that “the brand” was listening…she expected it and it increased her loyalty. As it turns out, this adaptation to the “lifestyles of consumers” actually could be summed up in one word: “empowerment”. She would then expect a response.

Consumers 96

Consumers 2008 2012 Banking 96

ClearAction

JANUARY 12, 2022

Accurate customer loyalty correlation analysis (aka key driver analysis), Pareto analysis of related customer comments, and root cause analysis (aka 5 why’s) will zero-in where teams should focus. It unifies your senior leadership team. 8 The Things Customers Can Do Better Than You , Harvard Business Review, Bill Lee, April 5, 2012.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. Business Performance Leadership. In harmony with customer culture strength, your organization can take on a firm leadership role in driving sustained growth in all business performance measures.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Beyond Philosophy

AUGUST 27, 2015

Samoa Air has been doing it since 2012. If you enjoyed this post, you might be interested in the following blogs: Ryanair: Profits Do Not Equal Loyalty. After all, it’s the least they can do, as the passengers will already have their shoes off! Their chief executive is non-apologetic about it, too. Ryanair: The Start of the Decline?

Airlines 108

Airlines 2012 Transportation Books 108

Service Untitled

NOVEMBER 28, 2012

These practices have not only increased word of mouth and brand loyalty. She heads up the company’s executive training program, The Ritz-Carlton Leadership Center. Before joining Software Advice in 2012, she worked in sales management and advertising. Ritz-Carlton also boasts among the best employee retention rates around.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

PeopleMetrics

JANUARY 28, 2021

I joined in 2012. You know, you joined PeopleMetrics in what, 2012 you said? Kirk: 2012, yeah. Back when I started in 2012, you really just had these core industries that said, "you know, I'm hospitality, I'm a restaurant. Sean's right - you need to start with leadership buy-in. So I'll start with you, Kirk.

2001 62

2001 2012 Feedback Books 62

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. Since 2012, the annual INBOUND event has grown to 26,000+ attendees from over 110 countries. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

2020 72

2020 Customer Success Events Workshop 72

ClearAction

MARCH 21, 2017

When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference. Business Performance Leadership. In harmony with customer culture strength, your organization can take on a firm leadership role in driving sustained growth in all business performance measures.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. A major 2012 collaborative secondary research effort, Engage for Success, by the University of Bath School of Management and Marks and Spencer in the U.K. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

West Monroe

JANUARY 23, 2022

As organizations adjust operations to adapt more quickly to disruption, they’re realizing that culture and leadership have an equally influential impact. Customers have more options than ever before, and organizations must constantly raise the bar to retain their loyalty. There isn’t enough supply to fill those roles.

Government 52

Government 2012 Technology Innovation 52

BirdEye

FEBRUARY 23, 2024

Efficient verbal business communication is key to engaging audiences, ensuring successful negotiations, and bolstering leadership presence. Improved customer satisfaction and loyalty: Consistent and empathetic customer interactions build a loyal customer base, similar to a dependable service provider who wins trust over time.

Communication 62

Communication Multi-Channel Culture Social Media 62

CX Journey

DECEMBER 10, 2015

In 2012, J C Penney decided to launch a dramatic rebrand under the leadership of new CEO, Ron Johnson. It turned out that the very thing he had cut was what had been driving customer loyalty all along. From start to finish, use accurate data to create customer personas. It was a tough and expensive lesson for the brand.

Customer Journey Mapping 45

Customer Journey Mapping 2012 Entertainment Social Media 45

Michel Falcon Experience

JANUARY 10, 2016

When I work with a company that is trying to grow their business, I NEVER start with customer acquisition or loyalty strategies. A 2012 Aon Hewitt study , for example, found that the top engagement drivers for employees are career opportunities, recognition, and organization reputation. When I got my start at 1-800-GOT-JUNK?

Engagement 60

Engagement 2012 Feedback Culture 60

West Monroe

JANUARY 23, 2022

As organizations adjust operations to adapt more quickly to disruption, they’re realizing that culture and leadership have an equally influential impact. Customers have more options than ever before, and organizations must constantly raise the bar to retain their loyalty. There isn’t enough supply to fill those roles.

Government 40

Government 2012 Technology Innovation 40

Natalie Petouhof

SEPTEMBER 1, 2016

Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv] Customer care extends far beyond the traditional call center.

ROI 45

ROI Social Media Airlines Customer Service 45

Kustomer

OCTOBER 29, 2020

Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. Enterprise Account Executive Manager at Kustomer, Matt Freedman , knows how to build a company from the ground up and understands what it takes to produce successful customer experiences all while building brand loyalty.

Brands 52

Brands Omnichannel Loyalty E-support 52

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Kustomer

OCTOBER 29, 2020

Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. Enterprise Account Executive Manager at Kustomer, Matt Freedman , knows how to build a company from the ground up and understands what it takes to produce successful customer experiences all while building brand loyalty.

Brands 40

Brands Omnichannel Loyalty E-support 40

ijgolding

JULY 19, 2016

Since 2012, in all of the direct contact I have made with CEOs, my strike rate – i.e. the number of CEOs who have responded to my contact themselves – is 0 (zero, nil, nada!!). You are reading that correctly – not a single CEO has actually responded to my contact themselves.

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

Comm100

MAY 1, 2018

Born roughly from the late 1990’s or early 2000’s to 2012, early Gen Zers are often lumped in with Millennials because of the fuzzy nature of this generation’s start date. They prefer hierarchical organizational structures, and may possess a command-and-control leadership style that is reminiscent of military operations.

Management 42

Management Financial Communication Social Media 42

Bold360

NOVEMBER 21, 2016

He’s a marketing executive with over 20 years of experience in brand, direct, customer loyalty, digital and database marketing for leading Fortune 500 companies and high growth entrepreneurial firms. That service leadership excellence is about mentoring and supporting, not metrics and control. Greg Dewald.

2016 111

2016 2017 Customer Experience Social Media 111

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. Her specialisms are in building brand equity and loyalty in XM – which she describes as a “critical discipline.”.

2020 22

2020 Retail Entertainment Leadership 22

Michel Falcon Experience

MARCH 12, 2019

In 2012, I woke up one morning and, literally, it was kind of one of those movie moments, I looked myself in the mirror after brushing my teeth and said “I’m done.” Servant leadership, servant leadership is something I outlined in the book as well too. Customer experience influences customer loyalty.

Culture 12

Culture 2019 Engagement Net Promoter Score 12