Beyond Philosophy

SEPTEMBER 11, 2021

You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you.

Customer Focused 78

Customer Focused Marketing Customer Centricity Consulting 78

CustomerSuccessBox

AUGUST 31, 2021

In this approach, when the Saas customer has been onboarded, the seller maintains their relationship with customers through digital or online methods rather than manual. This is a one-to-many approach as the cost of assigning a single CSM to handle a customer account cannot be justified by the revenue generated by the customer.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Engagement 59

Experience Investigators by 360Connext

JUNE 1, 2015

Our CEO Jeannie Walters spoke about the importance of establishing core values and communicating them throughout the organization. Core value #6 is communicated to everyone who sees, touches, and interacts with the package. Customer-focused. And I do hope your customers have a great one too. . Coincidence?)

Brands 234

Brands 2015 Roadmap Retail 234

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

BirdEye

MARCH 20, 2023

Today, 90% of people with a social media account use social networks to communicate with brands and businesses. As a business looking to improve brand awareness, lead generation, and scale growth, social media management has to be a part of the overall strategy. That brand consistency reinforces your brand identity.

Social Media 52

Social Media Brand Values Brands Measurement 52

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Great customer experience means better business results. Communication.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Why don’t more leaders connect the employee experience to the customer experience on a more regular basis? Your employee’s journey with your brand happens in similar ways as your customer’s journey. Consider the first part of the employee experience in a similar way to the first stages in a customer journey.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If If you want to be sustainably customer centric, you must tell everyone that is the case – and then tell them again – and again – and again. Misinformed customers and colleagues.

Customer Centricity 68

Customer Centricity Communication Culture 2010 68

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. Guess what?

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. Maintaining a customer-focused culture across multiple regions requires alignment and consistency.

Net Promoter Score 91

Net Promoter Score Customer Centricity Culture Employee Experience 91

Experience Investigators by 360Connext

APRIL 2, 2024

‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Instead, I challenge you to take an inventory of customer touchpoints from the customer perspective.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Communicate. Then Communicate Again.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

SEPTEMBER 20, 2022

And, though these findings from The Conference Board’s research are, as of this writing, close to 20 years old, the concept of engagement still puts very little emphasis on employees’ role(s) in customer focus and value delivery. Employees should be enthusiastic and actively supportive representatives of the brand.

Culture 260

Culture 2006 Definition Employee Experience 260

Kustomer

SEPTEMBER 5, 2018

As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores. Focus on a few good items done right at a fair price point.

White Paper 60

White Paper Brands Customer Centricity Download 60

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Optimove

MARCH 10, 2022

It’s especially true when this client is a telecommunications brand. Because, as opposed to your run-of-the-mill brick-and-mortar retailer, for example, telco companies bring with them two “legacy” differences: 1) they were always offering a multichannel customer journey. And to be more precise: the customer data.

Brands 52

Brands Telecommunications 2022 Call Center 52

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. The Common Method of Customer Experience Training. Develop a “customer room” either in-person or virtually.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Would you say that Brand X is honest and trustworthy, or not? In watching the coverage of the 2016 U.S.

Brands 94

Brands Customer Service Net Promoter Score 2016 94

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 122

Feedback Net Promoter Score Customer Satisfaction Loyalty 122

BirdEye

DECEMBER 22, 2023

According to our research, 35% of businesses still believe that phone calls are the most effective communication channel. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth.

Communication 109

Communication Demo Call Recording Connections 109

Customer Bliss

AUGUST 1, 2019

In addition to focusing on things that needed to get fixed, Scott wanted to know how they could improve things that were already going well and make them better. Improve brand messaging. Scott realized that DHL is a great business but didn’t believe that the company communicated it well enough. Be customer-focused (centricity).

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165

Experience Investigators by 360Connext

JULY 28, 2020

.” CX leaders need to set themselves up for success, and that means understanding, defining and living the commitments it takes to create a Customer Experience Habit at their organizations. Not just for a program, but as part of their brand DNA. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. At the same time, the millennials and Gen Z who interact primarily through digital communication are becoming your customers and will expect you to be available to them via social media.

Social Media 123

Social Media Customer Service Brands 2011 123

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Experience Investigators by 360Connext

JUNE 20, 2018

The Customer Experience begins before the sale, and if your prospects feel their experience with your brand is anything less than divine, they might never make it to even consider a purchase. Prospects see how you treat current customers, then form opinions about your brand. What if you could capture 1% more?

Engagement 179

Engagement Social Media Sales Loyalty 179

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The conversations in the fitness space are completely unusual,” said Marden.

2020 52

2020 Brands E Commerce Travel 52

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture.

Culture 155

Culture Hotels Customer Service Training Definition 155

Magellan Solutions

SEPTEMBER 14, 2023

This article will explore strategies for maximizing customer engagement. Understanding Inbound Support Services Inbound support services are customer-focused operations that handle incoming inquiries, issues, and feedback. Unlike outbound services, which initiate customer contact, inbound services wait for customer interaction.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

Experience Investigators by 360Connext

APRIL 7, 2020

” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. How can leaders continue to focus on brand culture today, in times of social distancing? Clear, communicated expectations are critical right now. Clear, communicated expectations are critical right now.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? Guess what?

2021 81

2021 Article Customer Service Customer Retention 81

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Reassurance.

Connections 42

Connections 2018 Brands Healthcare 42