ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Also, this article isn’t just for the B2C world. Go to The Customer Focus to learn more about our customer service training programs.

Article 76

Article 2021 Customer Service Retail 76

ShepHyken

OCTOBER 28, 2019

But, what I can tell you is that there are at least three or four (and for some, all six) that any company, in any type of industry (B2B or B2C), could consider. Super-charge the Journey to Customer-Centric Culture. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

AUGUST 11, 2017

In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality,”* said Bezos. Customer obsessed companies are the future. Here are a few tips.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Help Scout

APRIL 27, 2021

This easily transfers into the B2C or B2B relationship and should influence the creation of great customer experiences. Instead of beginning with organization elements such as process and management, this book recommends you start in reverse by considering what experience you wish to create for your customer.

Books 117

Books Customer Experience Retail Chief Customer Officer 117

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

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

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

JUNE 7, 2016

Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations. Chip has written that “We are reaching the limits of value-added service (taking what customers expect and adding more). Be distinctive.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Dave Ginsburg, Chief Customer Officer, UserTesting. Rachel McBrearty, Chief Customer Officer, LeanData.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

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

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

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

CSM Magazine

OCTOBER 5, 2021

are all in focus for those managing a brand’s customer experience. The customer-centric companies dominate today’s business-to-consumer (B2C) landscape, so much so that the media has latched onto this narrative and extolls the virtues of these brands. The Winning CFO Must Consider Customer Experience.

Customer Experience 52

Customer Experience B2C B2B Touchpoint 52

ClientSuccess

NOVEMBER 29, 2017

Essentially, every customer is ‘hiring’ a product to do a job (or solve a problem). Every B2B interaction (and B2C, as Christensen notes in his book) can be aligned to this theory, and SaaS Customer Success is no different. But what happens when an organization decides to try something else in order to get even more customers?

B2C 40

B2C Innovation Customers Customer Success 40

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. My Comment: What is your company’s customer experience maturity level?

Article 106

Article 2019 Customer Service B2B 106

SmartKarrot

OCTOBER 1, 2021

In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. A customer-centric mindset is crucial because $98 billion is left on the table every year by organizations that fail to provide simple customer experiences.

Customer Centricity 11

Customer Centricity Customer Experience Customer Journey Mapping Net Promoter Score 11

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

ShepHyken

JULY 13, 2020

10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. My Comment: You may say you are customer-centric but are you really? Oh, let me count the ways.

Article 56

Article 2020 Customer Service Omnichannel 56

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. See the math problem here?

Customer Experience 110

Customer Experience Social Media Customer Experience Management 2008 110

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

ChurnZero

OCTOBER 16, 2020

Why would we replicate that awful and uncomfortable experience we have in the B2C world with our B2B buyers? Argument #3: Renewal separation dehumanizes the customer relationship. Fighting entropy to keep the customer focused on product value through human engagement. How does that make you feel?

Sales 98

Sales Customer Success Customers Customer Relationships 98

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. See the math problem here?

Brands 54

Brands Customer Experience Social Media 2008 54

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

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