ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. Connect with Shep on LinkedIn.

2023 65

2023 Article Customer Service Books 65

Second to None

APRIL 12, 2019

1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle. In order to reach the customer in that manner, you must know them to their core. Customer data is the foundation of a successful customer-centric model.

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Oracle

MARCH 24, 2020

In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Trend #5: Making the martech stack customer-centric. What is B2Me?

Marketing 108

Marketing Customer Experience Customer Centricity B2C 108

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Ask us about creating your customized, working evaluation tool. Digital is how we are doing business, both in B2C and in B2B. Customer-centric Culture & Communications. That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Second to None

MARCH 13, 2019

4] It comes down to using customer data as a robust tool to build a customer-centric mobile program. Strong, personalized CX requires the acquisition of data that oftentimes compromises the customer’s private information. In addition, customers appreciate, if not demand, a high level of transparency. 1] [link]. [2-4]

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Gainsight

OCTOBER 3, 2019

In the past, a small number of behemoths dominated the market, but today, innovative brands of all sizes are competing in this large and dynamic marketplace. In order to stand out from the rest, B2B companies have to earn customer loyalty and constantly improve their business solutions to beat out the competition.

B2B 55

B2B Customer Experience Marketing B2C 55

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

SurveySensum

JANUARY 12, 2024

This article aims to provide actionable insights into humanizing customer feedback processes. It explores strategies that capture the essence of customer sentiments, foster a genuine connection, and elevate the CX game in an era where authenticity and personalized engagement are the keys to success.

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 52

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. One main challenge for the next year is short termism.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Magellan Solutions

AUGUST 15, 2022

BUSINESS TO CONSUMER (B2C). B2C ecommerce businesses market their products directly to consumers. A B2C company conducts business directly with the consumer who will utilize the products in the end, as opposed to distributing them to an intermediary. Similar to B2C, an ecommerce company can offer products directly to customers.

E Commerce 40

E Commerce 2022 2023 B2C 40

Oracle

MARCH 2, 2020

Driving Innovation with CX Journey Mapping. CX journey mapping offers an approachable way to uncover customer issues and insights, identify business capability gaps, and explore customer-centric innovation. Connect Business Applications ERP, HCM, CX to Create the Experience Economy.

2020 40

2020 Retail Customer Centricity B2C 40

ViiBE Blog

FEBRUARY 9, 2021

Structuring your business around the customer’s needs is paramount these days. By deploying frictionless, customer-centric field service management, your business will see an increase in customer satisfaction, boosted profits, and enhanced operational efficiency. billion USD by 2025.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

C3Centricity

OCTOBER 22, 2018

Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. This moves the connection from a somewhat cold, professional exchange, to something far more friendly and personal, if not actually personalised. Is that how your own customer care centre exchanges feel?

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

Second to None

APRIL 26, 2019

Otherwise, we might end relationships prematurely and miss out on the many benefits of social connection. [1]. At the end of the day, customers are human and they understand that companies are comprised of humans as well. The same goes for the B2C relationship. What is a few small mistakes? 2,3] [link].

Loyalty 81

Loyalty B2C Brands 2018 81

West Monroe

MARCH 22, 2018

Banks are still addressing the same overall types of challenges: building modern platforms to use the data in their legacy systems and building a culture of digital customer-centricity. Our research shows customer-centricity is heavily impacted by employee culture and we heard some real life success stories around this at Dreamforce.

Banking 49

Banking B2C Culture Customer Centricity 49

Second to None

APRIL 26, 2019

Otherwise, we might end relationships prematurely and miss out on the many benefits of social connection. [1]. At the end of the day, customers are human and they understand that companies are comprised of humans as well. The same goes for the B2C relationship. What is a few small mistakes? 2,3] [link].

Loyalty 76

Loyalty B2C Brands 2018 76

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

2023 41

2023 Management Automotive Leadership 41

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. 63% of millennials said they closely follow brands via social networks and regard authenticity as an important indicator of CX.

Airlines 52

Airlines Social Media 2025 B2B 52

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 59

B2B B2C Transportation Voice of Customer 59

Thunderhead

JULY 15, 2019

And while such a handover can be unsettling for the uninitiated, the rewards of this level of customer-centricity are significant. Journey orchestration is virtually useless unless we can understand customer intent. When setting commercial goals, I ask the simple question: “What is the net customer value-add?”.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Second to None

JANUARY 22, 2019

Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1. Use technology to enhance customer’s experience not yours. Innovation at TeleSign is an outside in process. It realizes that customers have, as Miles calls it, “liquid expectations.”

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. It will be growing and growing.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. Building an engaged customer base requires internal effort. Customer Experience of Safety .

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

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? She is experienced with companies in the B2B and B2C industry sectors.

2016 111

2016 2017 Customer Experience Social Media 111

Pointillist

MAY 23, 2018

Journey discovery reveals how many customers were converted on a new credit card offer after a personalized email, having ignored the offer at first. How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Journey Mapping.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

West Monroe

OCTOBER 18, 2021

They offer both B2C and B2B businesses the opportunity to capture a new—and more predictable—revenue stream. You need to make the subscription experience “sticky” for your customers and end users to keep them from canceling—and that’s where customer engagement comes in. subscriptions.

Banking 40

Banking B2B E Commerce B2C 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

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience 2002 76

Clarabridge

OCTOBER 23, 2015

Because they’re able to quickly identify customer issues and concerns, they can take matters into their own hands and increase customer satisfaction. By actively and proactively monitoring and addressing customer concerns, companies can gain innovative insights which will help them improve their product and service.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

SmartKarrot

MAY 13, 2022

What is a Disruptive Innovation or Technology? The term disruptive innovation finds its first mention in a book written by Clayton Christensen. The term disruptive innovation finds its first mention in a book written by Clayton Christensen. 2 Internet – The Internet is one of the massively disruptive innovations.

B2B 10

B2B Social Media Advertising Innovation 10

Kustomer

AUGUST 19, 2021

“I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Every single time.”

Culture 98

Culture Chief Customer Officer NPS B2B 98

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Annette Franz. Ashna Patel. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Amity

FEBRUARY 2, 2016

Are Your Customer Success Stories Being Heard? Communicating your customer's successes can be one the strongest marketing approaches there is. Exploring the Top 5 Benefits of Customer Success. 3 Ways to Elevate Customer Success in Your SaaS Business. Welcome to the Age of the Customer. McKinsey & Co.

2016 80

2016 Customer Success Webinar Customers 80

SmartKarrot

JUNE 29, 2022

So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. How can you ensure a positive enterprise customer experience that enhances productivity and innovation? Customer experience is the most important facet of any business. Invest in Customer-Centric Technologies.

Customer Experience 11

Customer Experience Social Media CEM B2B 11

SurveySensum

SEPTEMBER 19, 2022

Incidentally, customers also point out the shortcomings in these products, which GoPro goes on to fix in its upcoming products. A strong brand from which competition cannot steal customers. This co-creation with customers has also made GoPro far advanced in product development and innovation. Improves customer service.

Voice of Customer 52

Voice of Customer Social Media Feedback Touchpoint 52