ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done! Five, in fact.

2017 81

2017 Article Customer Service Hospitality 81

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. Jeanne is a co-founder and board member of the Customer Experience Professionals Association.

2017 91

2017 Customer Experience Books Consulting 91

Experience Matters

NOVEMBER 15, 2017

One of the team’s strategic objectives this year was to make sure that CX is considered in decisions made across the company, and to that end it developed empathy programs, widely shared customer insights both horizontally and vertically, and established Enterprise and business unit metrics that incentivize an outside-in Read More.

2017 81

2017 2016 Customer Centricity Culture 81

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further.

2002 153

2002 2017 Customer Centricity Consulting 153

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

ShepHyken

OCTOBER 2, 2017

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

2017 82

2017 Article Customer Service Customer Journey Mapping 82

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

2017 45

2017 2018 Chief Customer Officer NPS 45

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

ShepHyken

DECEMBER 11, 2017

John Ruhlin is the corporate gifting expert, and in this article, he shares some of his best tips to ensure that the gifts you give will be meaningful, memorable, and wow your customers. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. It was a big task – there were a lot of great stories out there!

2017 76

2017 Article Customer Service Customer Success 76

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. And, customer experience encompasses all of this.

Customer Centricity 40

Customer Centricity Sales Communication 2010 40

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans.

2017 40

2017 Customer Experience Government Loyalty 40

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 84

2017 Article Customer Service Customer Service Training 84

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans.

2017 40

2017 Customer Experience Government Loyalty 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 1 Accenture.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. firms over the past seven years.

2017 74

2017 Consumers Customer Experience Customers 74

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017 75

2017 B2C 2016 B2B 75

Clarabridge

MAY 2, 2017

American Family Insurance Unpacks the Importance of a Customer-Centric Culture. Jagrit and Kate highlighted how social customer service done well can make brands seem more human, and is the perfect platform to provide customers with the highly personalized level of interaction that they expect.

2017 40

2017 Insurance CEM Touchpoint 40

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Retail Customer Support: Big Box vs. Mailbox. Which retailers are ‘killing it’ right now?

2017 40

2017 Retail Entertainment Hotels 40

CSM Magazine

SEPTEMBER 27, 2016

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!

CEM 40

CEM 2017 2014 Download 40

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. In January of this year, CCW Digital listed Jeff as one of its “ Top Customer Experience Influencers for 2017.”.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. How can this be fixed? What would my mother think about this?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. You could argue that it puts the needs of the organization above the customers. 13 October 2017.

2008 199

2008 2018 2017 2014 199

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Talkdesk

JULY 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. On the agent side, your company culture is very important and it starts top down.

2017 41

2017 Banking Customer Centricity Communication 41

Lumoa

DECEMBER 5, 2017

Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience. Customer-obsessed cultures take a lead. Are you customers happy? — Slush (@SlushHQ) 30 November 2017. "Each Lavas (@lavas) 29 November 2017.

2017 109

2017 Insights Healthcare Events 109

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

2017 53

2017 Engagement Customer Experience Customer Centricity 53

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

2017 40

2017 Customer Centricity Events Culture 40

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital. He was Director of Customer Experience at Ericsson and spent 8 years as Head of Consulting and Research at Beyond Philosophy.

Culture 65

Culture Automotive B2C Social Media 65

Experience Matters

MARCH 29, 2017

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].

2017 53

2017 Engagement 2016 Customer Centricity 53

Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

2017 48

2017 Engagement Customer Experience Customer Centricity 48

SurveySensum

JULY 10, 2023

This understanding enables them to provide personalized experiences, meet changing preferences, and build customer loyalty, ultimately leading to exceptional retail customer service. So, are you building and leveraging customer-centric culture in your business? If not, then it’s high time.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards.

2017 48

2017 B2C 2016 B2B 48

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. For more information visit Calabrio. About Calabrio Calabrio is a trusted ally to leading brands.

Connections 52

Connections Contact Center 2023 Innovation 52