Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.

Culture 102

Culture Customer Experience 2014 Loyalty 102

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. Employees Come First, Customers Come Second.

2014 78

2014 Customer Experience Retail Leadership 78

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. The customer experience (CX) space has experienced a similar trend. customer feedback leads to internal improvements).

Customer Centricity 97

Customer Centricity Culture 2015 2014 97

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Customer or Company Mission? Automated replies?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . He will also discuss: Principles for successful cultural transformation. How to design and deploy cultural transformation – in less than a year! Have You Reached the Top of Customer Experience? . Click here to register.

2014 52

2014 CEM Workshop Culture 52

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. If leadership treats employees as they would their customers, it sets the tone for the entire business.

Culture 52

Culture 2014 Customer Satisfaction Customer Success 52

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. What Does It Take To Excel At The Customer Experience Game? Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues.

2014 73

2014 Customer Philosophy Customer Experience Customer Journey Mapping 73

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013.

Culture 133

Culture Engagement Books 2013 133

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The result […].

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Rod shared how they learned about their customers in many ways, and then had to respect what they learned.

Insurance 237

Insurance 2014 Social Media Consulting 237

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. People and culture. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

CX Journey

DECEMBER 30, 2014

Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.

2014 66

2014 Customer Experience 2015 Touchpoint 66

Strativity

JULY 18, 2014

. . July 2014 News . . Accelerate Cultural Transformation. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees.

CEM 40

CEM 2014 Customer Experience Workshop 40

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more. Are You Ready for the Future of Customer Service?

Contact Center 136

Contact Center 2018 2014 Retail 136

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

CX University

OCTOBER 12, 2021

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains. CXU originally developed its CX programs following the rubric issued by CXPA in 2014.

Definition 98

Definition 2021 2014 ROI 98

Customer Bliss

APRIL 13, 2017

billion, is moving from a pure social signals platform to a customer experience platform. Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” I’d agree.

Customer Experience 135

Customer Experience 2014 Customer Experience Management Culture 135

Forrester

OCTOBER 1, 2014

In 2007, I wrote a report about how to measure customer experience (CX) across an entire enterprise. Fast-forward to 2014 and things look a lot better in the world of CX. My concern is that these improved customer experiences won''t stay good over the next five years. Read more Categories: customer experience benchmarking.

2014 88

2014 2007 Touchpoint Government 88

Experience Matters

FEBRUARY 23, 2015

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture?

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Customer Bliss

JULY 11, 2017

This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience 2013 2011 0

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. at Blue Ocean. Get Creative and Reward Team Achievements.

Contact Center 156

Contact Center Transportation 2014 2020 156

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customers Loyalty Programs 78

CSM Magazine

FEBRUARY 14, 2023

Contact Center success comes from the appropriate updates to all three elements of the Customer Service Trilogy: Platforms People Process Another way to think of this triad is technology, labor, and culture. The biggest gains come when we focus on making it easy for employees and customers.

Contact Center 52

Contact Center 2023 2022 Consulting 52

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. But it’s critical.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Episode Overview. The overall U.S.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. People do what works for them.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. “What’s needed is a culture change for doctors and patients,” MCoy said, since unnecessary care creates a potential for harm. Its results showed that $54.9

Healthcare 139

Healthcare Banking Advertising 2014 139

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago.

Customer Success 129

Customer Success 2014 NPS Metrics 129

PeopleMetrics

AUGUST 14, 2014

But, one day, a customer service disaster could explode and go viral. This one customer service call is going to ruin my brand! This ''stay calm'' advice comes with a warning: it''s the lasting customer emotions you need to be concerned about. Go On, Tell Me All About This Customer Service Fail. Social media.

2014 93

2014 Social Media Customer Centricity Culture 93

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. What came first, Coronavirus or poor customer service? At the beginning of the pandemic customers understood the difficulties organisations were facing. 3 ways to improve customer service using Artificial Intelligence.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey CEM 2014 52

Strativity

AUGUST 14, 2014

Hackensack, NJ (PRWEB) August 14, 2014. Strativity Group, a global customer experience transformation firm, is listed in the August 2014 Forrester Research, Inc. report, Market Overview: Where To Get Help With Culture Transformation. Innovate – design the ideal performance and customer experience.

Culture 40

Culture 2014 Innovation Information 40

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. I am proud to say that I have a Certificate in Customer Experience from the W.P. Carey School of Business.

Leadership 128

Leadership 2014 Customer Service Training 2015 128