C Space

FEBRUARY 12, 2020

Loyal in how the brand that communicates something about me that’s deeply personal and deeply emotional. I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are.

Brands 52

Brands Marketing Sports Net Promoter Score 52

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 125

Culture Sports Magazine 2005 125

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q: How do you know if you’re successfully putting the customer at the center of your organization?

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

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

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

C Space

FEBRUARY 12, 2020

And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity. Outside In: New and Emerging Conversations on Customer Centricity is a collection of. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

ClearAction

OCTOBER 12, 2022

The root cause will be how you are identifying, attracting, and converting your Ideal Customer Profile; and/or what and how you are communicating value; and/or how you are onboarding customers. This also applies to EX and PX; substitute the word “customer” for employee or partner.

Metrics 62

Metrics Management ROI Effort Score 62

Totango

MAY 7, 2024

You might set the following responsibilities: This model encourages two-way communication between CSMs and AEs and visibility for team leaders. If CS doesn’t have commercial conversations with healthy customers, they’re not setting Sales up to re-enter the conversation and potentially upsell. Use your words Talk to each other!

Sports 88

Sports Sales 2024 Net Promoter Score 88

Kustomer

JANUARY 21, 2021

With the masses flocking to online business, especially in times of COVID-19, those involved with customer service and business-to-business companies have had to completely rethink the customer experience. Tips for Transforming a Customer-Centric Business. Youth sports, trying to be a good youth sport dad.

B2B 95

B2B B2C Customer Centricity Sports 95

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Communicate the change, using a variety of vehicles and media. To drive lasting change. Share the change vision. Tell the change story.

Sports 60

Sports Leadership Customer Centricity Culture 60

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Never underestimate the customers expectation in CX.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Communicate the change, using a variety of vehicles and media. To drive lasting change. Share the change vision. Tell the change story.

Sports 34

Sports Leadership Customer Centricity Culture 34

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Zappos also uses analog personal communications with branded thank-you notes decorated with employee-created doodles. Personalize, Personalize, Personalize.

Technology 54

Technology Brands Voice of Customer Communication 54

Kustomer

FEBRUARY 18, 2021

Listen Now: Listen to “Secrets to Operationalizing a Transformational Customer Program | John Timmerman” on Spreaker. You can also listen and subscribe to our podcast here: Full Episode Transcript: How to Activate a Customer-Centric Organization | John Timmerman and Vikas Bhambri. TRANSCRIPT. Intro Voice: (00:04).

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Horizon CX

DECEMBER 31, 2018

The Corner Café in London is wi-fi-free and sports the following message: “We don’t have wi-fi…Talk to each other—Pretend it’s 1995.” There may be significant hi-tech advances within CX during 2019 but I also see a lot of opportunity and potential for high-touch. Targeted outreaches instead of mass data collection can be more effective.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

ChurnZero

NOVEMBER 15, 2019

So, when you have as much going on at the end of the year as we do, prepping our customers has to start with prepping our team. So, before Q4 even beings, we start to coordinate with sales leadership to get their forecasts so that we can set hiring plans for the quarter.

2020 40

2020 Customer Success Chief Customer Officer Webinar 40

Gainsight

JULY 7, 2021

Our flagship conference in San Francisco welcomed more than 6,000 Customer Success and Product professionals into the Moscone Center for three full days of education and networking, capped by an amazing gala in the city’s historic City Hall. In states and cities across the US, life was slowly returning to a resemblance of pre-pandemic days.

2021 45

2021 Events Social Media 2013 45

C Space

FEBRUARY 12, 2020

We’re gleaning a lot of information from them and there’s direct communication, which is great. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity. Outside In: New and Emerging Conversations on Customer Centricity is a collection of. Bernie Banks: Leadership is Influence.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

SmartKarrot

MAY 19, 2022

This is why customer success is a team sport. Since customer-centric organizations believe in team play, It is not to be played as a single team. Customer Success is a Team Sport, Not the Responsibility of a Single Team. Every team is responsible for customer success. Bottom Line.

Sports 10

Sports Customer Success Customer Centricity B2B 10

Horizon CX

OCTOBER 3, 2020

Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Governance. Maturity Assessments.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships.

Financial 144

Financial White Paper Books Airlines 144

ClearAction

APRIL 18, 2015

Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. Communicate the challenges, talk to the floor, know the pulse. Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Customers First, or Employees First ?

Customer Experience 96

Customer Experience Culture Social Media ROI 96

GetFeedback

JANUARY 6, 2020

Showing them in a “customer room” is another option worth considering. Think of other ways you can use personas as a tool for employee engagement and communications. In short, B2B personas help bring to life a specific type of customer–including job role, goals, preferences, etc.–that Implications for customer journey mapping.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

C Space

FEBRUARY 12, 2020

That’s not where your customers live – that’s where you live. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity. Outside In: New and Emerging Conversations on Customer Centricity In 3 years we’ve launched over 85 episodes of Outside In – the customer centricity podcast.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52

C Space

FEBRUARY 11, 2020

The most successful companies of the future will put the customer first and invest in their employees and the communities that they serve, in order to build long-term value. Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. Charles Trevail.

Net Promoter Score 52

Net Promoter Score Customer Centricity 2005 Banking 52

Gainsight

MAY 21, 2021

And a key reason that so many customers choose Gainsight as their trusted partner in their Customer Success journey is our unrivaled library of best practices and thought leadership, together with our unparalleled hands-on experience with customers of every shape and size. Hosted a webinar about it.

NPS 52

NPS Consulting Reference Leadership 52