Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014. 0 likes.

Brands 266

Brands 2013 2014 Retail 266

ijgolding

AUGUST 13, 2014

The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years. Their attempt to integrate other ‘services’ to adapt the experience for customers was very well intentioned, but not enough to overcome the financial challenges already besetting the group.

Customer Centricity 86

Customer Centricity 2014 Books 2009 86

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

2013 252

2013 Customer Service E-support 2014 252

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Today is the 30th December 2014 – a day that I am pinching myself at the amazing advance that has been made in the profession that Customer Experience has become.

2014 85

2014 2015 Customer Experience Customer Experience Professionals 85

Experience Investigators by 360Connext

OCTOBER 1, 2014

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014.

E-support 274

E-support 2013 2014 Social Media 274

Strativity

FEBRUARY 1, 2015

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric.

CEM 40

CEM 2014 Customer Experience Customer Centricity 40

CCO Council

APRIL 16, 2014

I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. The CCO Council defines a chief customer officer as the customer-facing executive who is ultimately accountable for customers and who is driving customer strategy at the highest levels of the organization.

2014 74

2014 Chief Customer Officer Fashion ROI 74

Amity

DECEMBER 18, 2013

The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization.

Customer Centricity 48

Customer Centricity 2014 Presentation Events 48

InMoment XI

MARCH 14, 2023

We’re a value-added distributor with almost 2K engineers globally who work on designing a journey to help our customers get their products to market in a complex supply chain. But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Experience Investigators by 360Connext

OCTOBER 31, 2014

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

2013 197

2013 E-support 2014 Social Media 197

CX University

OCTOBER 12, 2021

CXU originally developed its CX programs following the rubric issued by CXPA in 2014. New questions were written to assure current job tasks, skills, and abilities were represented based on contemporary CX practice.”. CXPA revised its rubric after commissioning a detailed 2020 job analysis study.

Definition 98

Definition 2021 2014 ROI 98

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. ” The Deliberate Timeline Of Improvement.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Beyond Philosophy

JULY 19, 2018

In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry. But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? 2014): 56–60.

2008 199

2008 2018 2017 2014 199

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. Deloitte & Touche, Customer Centricity 2014 ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. If the leadership is referring to shareholders exclusively, the customers are forgotten.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

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

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

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

Think Customers

MARCH 17, 2015

Corporate leaders are beginning to recognize that the lines have blurred between the brand and the customer experience. This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity.

Chief Customer Officer 85

Chief Customer Officer 2014 Customer Centricity Loyalty 85

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Crack the Customer Code.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Invest in your customer service and engagement strategy and the tools needed to succeed.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

PeopleMetrics

AUGUST 14, 2014

My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. 3/ It belies a dysfunctional system that pits call center reps + customers against one other for the benefit of the company. — Ryan Block (@ryan) July 17, 2014. . Close loops.

2014 93

2014 Social Media Customer Centricity Culture 93

PeopleMetrics

JANUARY 30, 2015

In her speech from Co-Op’s Think 2014 conference , my colleague Kate related a quote from Forrester that goes something like this: To say that customer experience is the same thing as customer service is like saying the safety net is the trapeze act. Apologies and punishment don’t lead to customer-centric culture.

Customer Experience 74

Customer Experience Customer Centricity 2014 Culture 74

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further.

2015 87

2015 2014 Brands Customer Experience 87

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

2015 106

2015 Customer Connectedness Management 2014 106

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. They’re guided to diagnose problems and propose customer-centric solutions by a professional customer experience facilitator.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Customer Guru

APRIL 5, 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.

Customer Experience Design 92

Customer Experience Design Customer Experience E Commerce Customer Centricity 92

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

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

CSM Practice

FEBRUARY 24, 2020

Emails, phone calls, and executive sponsor visits are a few of the engagement activities that help to understand customer goals better, identify at-risk customers, identify expansion opportunities and enhance brand loyalty. The company was founded in 2014 and is headquartered in Sunnyvale, California. How Low Can You Go?!

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

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. Already a mainstream market research tool, this category is quickly finding its way in marketing, customer experience and innovation. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

Gainsight

MARCH 1, 2024

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. I think once this happens, it will allow for more customer-centric metrics to be directly tied to business goals, which, in turn, will increase retention and revenue.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 95

Customer Experience Professionals Customer Experience 2014 Customer Centricity 95