Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Second Layer: Consistency.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

Customer Centricity 182

Customer Centricity Chief Customer Officer Metrics 2016 182

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Establishing a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking 2016 193

iPerceptions

FEBRUARY 3, 2016

It's a new year, and the first month of 2016 has already seen a lot of interesting developments in the world of customer experience technology and strategy. CX strategists and advocates will want to know where things are headed as 2016 moves along, so here are a few of the biggest headlines and discoveries thus far.

2016 59

2016 Customer Centricity Customers Technology 59

iPerceptions

JULY 6, 2016

As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. Summer has officially arrived.

2016 59

2016 Customer Centricity Customers Consumers 59

iPerceptions

JUNE 3, 2016

It has been another eventful month for customer experience innovations and advancements. So let's dive right into it and look some of the biggest customer experience stories and trends for May 2016. There is a lot to process from the month of May.

2016 54

2016 Customer Centricity Events Innovation 54

iPerceptions

MAY 4, 2016

Modern marketers have plenty of responsibilities to juggle, and tracking customer experience trends is all part of a day's work. In this edition of the iPerceptions customer-centric roundup, we dive into April's biggest stories from the world of CX.

Customer Centricity 63

Customer Centricity 2016 Customers Marketing 63

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

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. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

OpinionLab

JULY 15, 2016

Our customer Citi outlined in their main stage presentation how a customer-centric culture is helping them to consistently implement cross-channel CX. According to Forrester analyst Sam Stern, ”CX culture is tied as much to the employee experience as it is to the customer experience.”.

2016 79

2016 Customer Centricity Culture Demo 79

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

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Customer Experience Customer Centricity 2016 Culture 85

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

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. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev. But, let’s not split hairs.

2016 78

2016 Article Customer Service Loyalty Programs 78

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. customer insight. customer journey management.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. The key is putting the customer first, and taking a comprehensive view of the entire journey and all of its touchpoints. Why is this?

Customer Centricity 73

Customer Centricity 2016 Touchpoint Customer Experience Management 73

Kayako

JANUARY 4, 2017

Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.”. Have you bought into a great customer experience? In 2016 Gartner Research predicted that 89% of companies would compete on the basis of customer experience.

Books 68

Books Customer Experience 2016 Customer Centricity 68

iPerceptions

APRIL 5, 2016

s we As we head into Spring, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month.

Customer Centricity 54

Customer Centricity 2016 Customers Brands 54

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

iPerceptions

AUGUST 3, 2016

It’s summertime, and the digital marketing scene is heating up. This roundup looks at new research from Facebook IQ and eMarketer on some of the key trends affecting e-commerce, as well as different ways to get more out of your CX efforts, including bringing your VoC data into your real-time marketing systems.

Customer Centricity 63

Customer Centricity E Commerce 2016 Marketing 63

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. That means you’ve missed the mingling, the refreshments and the attendee experience. May 17th is finally here!

2016 40

2016 Events Social Media Omnichannel 40

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

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Customer Connectedness 2016 Customer Experience Customer Centricity 87

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

ijgolding

FEBRUARY 20, 2017

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Only recently I wrote about an experience a friend of mine was (and still is) having with BT – it was the perfect example of the RANDOM or UNINTENTIONAL Customer Experience.

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Customer Experience Poor Customer Service 2016 Financial 83

iPerceptions

SEPTEMBER 2, 2016

Although summer technically doesn't end until September 22, you probably think of August as the last month of the season. It's when parents shop for school supplies and professionals wrap up their vacation time.

Customer Centricity 54

Customer Centricity 2016 Customers Marketing 54

Talkdesk

MAY 19, 2016

Opentalk 2016 was a great success! Hundreds of customer-centric business leaders gathered together to discuss the future of the customer experience. Here are the top 11: “Customer expectations have changed dramatically as a result of on-demand.”. The Rise of the Customer-Centric Company. “To

2016 40

2016 Customer Centricity ROI NPS 40

Experience Matters

JULY 6, 2016

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

2016 63

2016 Engagement Customer Experience Customers 63

iPerceptions

JANUARY 6, 2017

The silly season has come to an end and the new year is upon us. But even in the midst of the holidays, many marketers hypothesized what the industry will look like in 2017. Here were some of the stories that stuck out to us last month.

Customer Centricity 48

Customer Centricity 2016 2017 Marketing 48

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Talkdesk

MAY 20, 2016

This blog post is an Opentalk 2016 panel recap. Session: The Rise of the Customer-Centric Company. The customer is always right.”. How to create a customer-centric culture. TODD : It all starts with customer onboarding. Don’t get caught asking yourself, “Wait, I’m supposed to retain my customers?”.

Customer Centricity 40

Customer Centricity 2016 Roadmap ROI 40

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. Customer experience has made a revolutionary discovery.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

ShepHyken

JULY 11, 2016

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. by Ian Golding. (I That doesn’t work. And, you should too.

2016 81

2016 Article Customer Service Loyalty Programs 81

Customer Guru

MARCH 13, 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 Centricity 71

Customer Centricity Culture NPS B2C 71

Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a.

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112