Alida

JUNE 15, 2017

Tune into the C-suite, and you’ll hear different beliefs and drivers for being customer-centric: It’s about our moral obligation to treat customers as we want to be treated. It’s about loyalty economics: we can reduce churn and improve lifetime customer value. Start with your why.

Customer Experience 157

Customer Experience Lifetime Customer Customer Centricity Leadership 157

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service.

2016 83

2016 Article Chief Customer Officer Customer Service 83

CSM Magazine

AUGUST 31, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey. Gradual decline of engagement and service culture.

Customer Journey Mapping 69

Customer Journey Mapping Customer Journey Net Promoter Score Culture 69

LiveChat

JUNE 8, 2015

Only those companies who truly know their customers and tailor communications to accurately defined target markets will survive and grow,” wrote Ludi Koekemoer and Steve Bird in their book Marketing Communications. Many companies have a large base of customer data. It pays off much more than gaining a new customer.

Social Media 78

Social Media Entertainment Lifetime Customer Communication 78

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

LiveChat

DECEMBER 9, 2016

Only those companies who truly know their customers and tailor communications to accurately defined target markets will survive and grow,” wrote Ludi Koekemoer and Steve Bird in their book Marketing Communications. Many companies have a large base of customer data. It pays off much more than gaining a new customer.

Customer Engagement 57

Customer Engagement Engagement Social Media Net Promoter Score 57

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97