CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Think Customers

DECEMBER 29, 2015

Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe. Consumers' use of mobile devices continues to surge.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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? Engage and empower your team. Make your customer fan base proud and inspire brand loyalty.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 45

Contact Center Customer Engagement Blog Engagement 45

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. It’s a never-ending hamster-wheel to entice engagement.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Think Customers

JUNE 23, 2015

They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both customers and employees have exceptional experiences.

2015 75

2015 Customer Centricity Innovation Blog 75

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Jeannie Walters.

Brands 266

Brands 2013 2014 Retail 266

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. 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!

2013 252

2013 Customer Service E-support 2014 252

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? .” ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

White Paper 48

White Paper Engagement Customer Centricity Culture 48

Second to None

MAY 15, 2018

It’s self-explanatory that brands which build strong customer loyalty , never fail to deliver on their promise and work hard to improve their products are rewarded with positive brand equity. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. I like the idea of a Customer Room proposed by Jeanne Bliss. Grant Cardone. Micah Solomon.

Culture 105

Culture Metrics Workshop Hotels 105

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. What is a Touchpoint?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Peter Lavers

SEPTEMBER 21, 2017

I read on IBM’s website the other day that 87% of Marketers believe that data is their most underutilised asset (Forbes Teradata, 2015), and I’d agree! Customer Engagement with AI. With IBM Watson we have seen first-hand how AI can transform the way that organizations work and engage with their customers.

Retail 45

Retail Webinar Competitive Advantage 2015 45

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. The result: happy, loyal customers. Congratulations to this year’s winners: Confirmit.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

transcosmos Information Systems

OCTOBER 22, 2015

In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” When you treat them well, you will gain their loyalty. The question is: how do you cope with customer service trends? Doesn’t it make sense? The answer is simple— keep reading.

Blog 70

Blog 2015 Customer Service E Commerce 70

Beyond Philosophy

DECEMBER 22, 2014

How to Make or Break Your Customer Experience. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 161

Customer Experience Books Customer Centricity Customers 161

transcosmos Information Systems

OCTOBER 22, 2015

In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” When you treat them well, you will gain their loyalty. The question is: how do you cope with customer service trends? Doesn’t it make sense? The answer is simple— keep reading.

Blog 54

Blog 2015 Customer Service E Commerce 54

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. What do you see ahead for 2015?

Brands 54

Brands Customer Experience Social Media 2008 54

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Currency Alliance

MARCH 9, 2021

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. The transformation has started, but will soon accelerate rapidly. What does ‘headless’ mean?

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59