Beyond Philosophy

NOVEMBER 10, 2014

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Customers are willing to pay more for the experience qualities that matter most to them. ( PWC, Consumer Intelligence Series – Customer Experience ). Customer-centric companies are 60% more profitable than companies that are not focused on the customer.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM 2014 2011 2010 113

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. And customer satisfaction is becoming insufficient to drive growth alone. How do you treat your own customers, consumers and clients? Just like Amazon, Zappos too has made customer centricity the heart of their business.

Customer Satisfaction 72

Customer Satisfaction Hotels Marketing Customer Centricity 72

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Beyond Philosophy

JULY 9, 2015

What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. My angle is typically about Customer Experience. Corporate responsibility is growing as an important litmus test for consumers. We also know for your brand reputation positive press is key.

Brands 109

Brands Net Promoter Score 2011 2014 109

Joe Rawlinson

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Another way to stay ahead of the game is to optimise the way in which you interact with customers over their mobile devices. Ongoing social engagement. Conclusion.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. Victoria Waterman Senior Director, Global Customer Success, AdRoll Years in CS : I’ve been in customer success since 2014, so it’s been about ten years in total.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

West Monroe

NOVEMBER 28, 2022

We thought it would come true in 2014 or 2015. We knew that CMOs were going to start to take more and more ownership and control over the experience that customers had with brands. And without truly understanding what the customer's going through, it's very hard for us to really create anything of meaning. Why is that important?

2022 52

2022 2009 2008 Customer Centricity 52

Customer Bliss

APRIL 26, 2016

Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. Introducing Our Guest. Margie is EVP and CCO for U.S. The overall U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). Consumer behavior is shifting and the future role of the branch is in question. Wows and Woes Study.

Banking 79

Banking Customer Experience 2014 2001 79

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM 2014 74

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Genesys 80% of big companies described themselves as delivering “superior” service, but only 8% of customers say they’ve experienced “superior” service from these companies.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

Customer Guru

MARCH 7, 2018

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. The primary differentiator of UAE Exchange is its customer-centric approach.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Customer Centricity Management B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Customer Centricity Management B2B 63

Thunderhead

MARCH 25, 2019

The customer experience community is experiencing long-awaited and significant shifts in attention. This is driven in a large part by the digital economy and the success of new business model innovations such as direct-to-consumer and the subscription economy. Back in 2014, Thunderhead was embarking on a journey of our own.

2018 40

2018 Customer Centricity 2014 Customer Journey 40

SurveySparrow

NOVEMBER 15, 2019

Smartphones give consumers a louder voice and bigger presence. As our readers know, SurveySparrow is always hard at work, building next-generation digital tools designed to help you enhance your Customer Experience (CX) initiatives (see our online survey tools , our offline survey tools , or our chatbot tools for example).

Advertising 71

Advertising E Commerce Magazine E-support 71

SaleMove

MAY 8, 2018

Customer retention, improved customer satisfaction, increase in revenue…they’re all by-products of a strong customer experience. Yet, so often, even companies with ambitious goals for their customer experience fall short. So while most companies think they ‘get’ their customer, the customers tell a different story.

Customer Journey 40

Customer Journey Customer Centricity 2014 Omnichannel 40

Second to None

APRIL 9, 2018

Mary Beth Laughton, who had been the company’s svp of digital since 2014, assumed a new title as evp of omni retail. The company had to take a step back and consider how the customer today shops, and then realign itself accordingly. “The The decision was a sign of the times, said Laughton.

Brands 54

Brands E Commerce Retail Loyalty 54

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In fact I was so pleased, I wrote a Customer Experience Review about them – a review that you can read here.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Michel Falcon Experience

AUGUST 13, 2014

The admired company : An organization who obsesses over giving their customers a voice, analyzing the data, sharing the knowledge throughout the company and making operational improvements to better their business. One of the greatest challenges in using email surveys is having your customers open and complete them. Why is this?

Net Promoter Score 147

Net Promoter Score NPS Telecommunications Feedback 147

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

2016 0

2016 Customer Service Social Media 2015 0

Tricia Morris

OCTOBER 22, 2015

The State of Knowledge Management 2014 report from John Ragsdale, the Technology Services Industry Association (TSIA) and Coveo asked participants “If your organization was sharing knowledge as well as they possibly could, how much would it improve the productivity of your team?” Customer Service. Productivity.

White Paper 104

White Paper 2015 Culture 2014 104

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. Consumers are noticing when brands reach out to try and help, versus when they are being sold to.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Comm100

MARCH 8, 2017

Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. @JeanneBliss. Shep Hyken. Andrew Neff. AndrewinContact. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ENGAGE.cx

JULY 9, 2015

The constantly evolving technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Are they really providing value to the customer? But do any work together?

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a. fundamental essence of Customer Experience, by reflecting on the year behind me. customers and publishing and speaking at conferences, getting into the field of. landing in the role of Customer Experience Manager. As consumers we are on the receiving end of.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

Horizon CX

DECEMBER 29, 2014

For my final blog of 2014 I’ve decided to address, empathy, a fundamental essence of Customer Experience, by reflecting on the year behind me with no regrets and foreseeing the year in front of me with great optimism. So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric.

Customer Experience 40

Customer Experience Customer Centricity 2015 2014 40

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. We would call this the Subconscious and Psychological Experience, two important factors in Consumer Psychology. “And

Leadership 154

Leadership CEM 2014 Sports 154

ENGAGE.cx

JULY 9, 2015

The constantly evolving customer experience technology landscape has empowered brick-and-mortar retailers to rethink traditional business models, thus creating new opportunities to capitalize on consumer desire for experience and make in-store visits more human and personalized. Are they really providing value to the customer?

Customer Experience 40

Customer Experience Hotels 2014 2025 40

ijgolding

AUGUST 11, 2015

It is difficult to find a consumer who likes them. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?

Customer Experience 88

Customer Experience Customers 2014 Customer Retention 88