Beyond Philosophy

DECEMBER 8, 2015

Our research process brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: For one difference, the attributes we examine actively include a significant proportion that are customer focus-related. . There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. Robert worked hard to understand, define, and ultimately explain the various customer segments. One-Company Leadership.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. 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?

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Customer Bliss

NOVEMBER 28, 2017

Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The leaders knew that their ABG products were good, but they had to implement a plan that would help them understand how satisfied the customers were. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. After all, how proud would you be to announce where you work at a crowded bar when it defrauded over two million customers? Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go!

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

ShepHyken

MARCH 31, 2023

Earlier this year, Jeff Toister of Toister Performance Solutions and author of The Service Culture Handbook surveyed 951 customer service agents on their burnout risk. Compared to his 2016 survey, there was a 15 percentage point reduction in overall burnout risk and a 2 percentage point reduction in severe burnout risk.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. Last year, I observed the leader of a business addressing his peers at a senior leadership meeting. The leader said that his team were always looking for ways to become even more customer focused.

Financial 57

Financial Leadership Customers Customer Focused 57

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.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. How these practices mesh and produce desired employee and customer value was nicely summarized by Claudia Saran, a KPMG Principal. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day. Michael Lowenstein, Ph.D.,

E Commerce 90

E Commerce E-support Banking Culture 90

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! When that happens, the customer wins. I've made slight modifications.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

ijgolding

JANUARY 24, 2017

It has also been evident for many years that the region has been increasingly focused on delivering great customer service – not just a great product. Thus, the term ‘customer service’ is not new. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Kayako

NOVEMBER 21, 2018

You can’t expect your entire organization to put customers first if leadership doesn’t. A company-wide email from the CEO expressing the brand’s dedication to customer service is meaningless if their actions don’t match. He actively engages with customers. Reward great customer service.

Culture 48

Culture Banking Customer Service Customers 48

ijgolding

NOVEMBER 29, 2016

Here are my top five reasons behind the failure to commit: Leadership failing to ‘operationalise’ Customer Experience – as the saying goes, ‘talk is cheap’ – no-one ever changed anything just by talking about it. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

Peter Lavers

AUGUST 5, 2016

It may seem unbelievable in 2016 that I am still speaking with companies that rely on product systems, ‘black books’, shared folders and manually-produced spreadsheets to manage and measure customer relationships in their business. Well, here are some of the reasons with suggestions for how to begin resolving them: Leadership.

Customer Centricity 40

Customer Centricity 2016 Blog Customer Relationships 40

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ShepHyken

JUNE 6, 2016

My Comment: This isn’t so much an article as it is a compellation of stats and facts about customer service and experience. Ritz Carlton Leadership Center) How far would you go to leave your customers with a magical memory? Worth the time to read and think about how you can be on the right side of these stats.

2016 85

2016 Article Customer Service Innovation 85

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveyGizmo

DECEMBER 13, 2017

While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. . Customer Obsession.

2018 58

2018 Customer Experience E-support Consumers 58

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. The core principles of customer experience excellence remain in retail and all sectors: Listen, observe, and understand the wants, needs, and desires of your customers. Chupacabra.

Retail 55

Retail 2011 2017 2016 55

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. The core principles of customer experience excellence remain in retail and all sectors: Listen, observe, and understand the wants, needs, and desires of your customers. Chupacabra.

Retail 40

Retail 2011 2017 2016 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. During that time, she launched her natural skin care line focused on combating skin blemishes. Salesforce recently released the 2016 edition of the State of Marketing report.

2016 111

2016 2017 Customer Experience Social Media 111

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Our mission to provide customers with the best insights possible empowers each of our employees, regardless of their role in the company, to continually think of new ways to improve the customer experience.

2015 97

2015 Multi-Channel 2014 CEM 97

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. But having the ability—the option—to connect with another human being when questions or doubts arise before, during, or after the purchase is a key part of any customer journey. It builds loyalty and a long-term digital relationship with the customer.

Contact Center 56

Contact Center Retail Omnichannel Customers 56