Customer Bliss
JULY 3, 2018
There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. He serves as Managing Director for the Maryland Department of Commerce.
Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Blogs Employee Experience' You Will Now.
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Beyond Philosophy
SEPTEMBER 11, 2014
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Customer Experience Trends 2013: Amazon Claims Top Position.
Lumoa
SEPTEMBER 16, 2022
In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. A significant change since 2013 when it is the other way around. Scoring nature due to cultural and regional biases.
Beyond Philosophy
JANUARY 26, 2015
Customer centricity is the result of cultivating a culture that puts the Customer at the heart of everything you do. Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach.
ClearAction
JULY 3, 2017
By looking at things from an end-to-end perspective, we have more context and insight that gives us credibility to drive cultural transformation. We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m It’s a huge cultural transformation that has to continue to take place.”.
ijgolding
AUGUST 12, 2018
For an organisation to create a sense of happiness with a customer, it must be able to consistently leave the customer feeling as thought their basic requirements – their NEEDS – are being met. We must be able to get the fundamental basics right before we even start thinking about things that may delight the customer.
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