Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. All employees have the responsibility of providing customer value.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Magellan Solutions

MAY 20, 2024

Innovative solutions to improve customer engagement. Sitel Philippines Outbound Call Center Services: Sitel has emerged among the top in terms of customer experience management in its suite of services, which includes outbound call center services that help create connections with its customers.

Call Center 52

Call Center 2024 Innovation E-support 52

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK Managing Director of Strativity Group, LLC. Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital.

Culture 65

Culture Automotive B2C Social Media 65

Customer Bliss

SEPTEMBER 5, 2017

His expertise is in customer experience management, business transformation and cultural change programs. Damian then decided to move from organisational psychology and focus his attention on consumer psychology and in particular customer experience, behavioural economics and customer-centric cultures.

Customer Centricity 147

Customer Centricity Touchpoint Culture Banking 147

Strativity

SEPTEMBER 14, 2016

FREMONT, CA—September 14th, 2016 —Strativity earns a place in the list of 20 Most Promising Customer Experience Management Solutions Providers 2016 by CIOReview. For over a decade, Strativity Group has led dozens of organizations around the world into a new era of customer-centricity. About Strativity.

2016 40

2016 Customer Experience Management 2002 Management 40

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

PeopleMetrics

JULY 20, 2020

You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric. The ultimate result is a culture that is laser-focused on the customer.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Conduct a communication audit.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Wootric

FEBRUARY 12, 2020

Rather than a sales gong, picture a TV monitor that broadcasts real-time customer feedback and Net Promoter Scores (NPS), getting everyone from accounting to operations aligned in the mission to turn customers into raving fans. This means: Closing the loop with customers (i.e., As for shifting company culture?

NPS 52

NPS Net Promoter Score Sales Customer Centricity 52

Strativity

APRIL 10, 2018

Creating a Patient-Centric Culture. Sue Kong, Director at NHS Elect had the pleasure to interview Steven Walden, UK Managing Director of Strativity Group, LLC. Steven has a career in customer experience, most recently serving as Director of Customer Experience at ttec Digital.

Culture 40

Culture Automotive B2C Social Media 40

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. This becomes your brand promise.

Customer Experience 69

Customer Experience Net Promoter Score Customer Centricity Culture 69

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. They communicate well.

Banking 60

Banking Culture 2003 2013 60

PeopleMetrics

JUNE 8, 2020

It is possible for a company to really change their culture with a well designed VoC program. But to do so, VoC has to be more than complaint management. You should leverage positive customer feedback as well! You’re basically connecting the customer experience with employee engagement.

CEM 78

CEM 2001 Culture Customer Centricity 78

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Article 48

Article Customer Experience 2009 White Paper 48

Michel Falcon Experience

FEBRUARY 19, 2016

[bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.” I wanted to visit them, ask questions and learn.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

ClearAction

DECEMBER 30, 2017

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

Customer Experience 75

Customer Experience Customer Centricity ROI Customer Experience Management 75

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. And they hold businesses back.

Customer Experience 58

Customer Experience Customer Centricity Airlines Culture 58

Beyond Philosophy

JANUARY 28, 2015

This is effectively the culture of the organization. Understand “how things get done around here.” What are the unwritten Do’s and Don’ts? What are the taboo subjects? How do people get on in the company? Understand thoroughly what your boss expects of you.

CEM 146

CEM Books Webinar Customer Centricity 146

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Success 70

Customer Success NPS Customer Centricity Culture 70

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ClearAction

FEBRUARY 14, 2015

Maybe "love" is not the right word, but customer experience professionals should know what I mean: be a fan of, be engaged with, show a predisposition toward camaraderie that leads to co-innovation and co-promotion, inclined to look at the relationship with a long-term perspective for mutual value and growth.

Customer Experience 88

Customer Experience Customer Centricity Financial Customer Experience Management 88

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Make sure CEM is integrated in your strategies and culture!

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. So the questions are, how Customer-centric are you and how do you know?

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

NOVEMBER 19, 2020

He was also one of the first proponents of having an “outside-in” approach regarding the experience that you deliver to customers, which, my regular readers know, is one of the principles of which I am keenly fond. Pine also encourages people to understand that because experiences happen inside of us, it’s a reaction.

Customer Experience 133

Customer Experience ROI 2002 2005 133

PeopleMetrics

MAY 4, 2020

These are also the people who can benefit the most from hearing the customer’s pain and using that information to improve the experience in the future. They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Alert Management.

Management 78

Management CEM Hotels 2001 78

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

JANUARY 4, 2020

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. Customer experience management, as it should be managed, is alignment of the company to customers. This was quite powerful in evolving customer-centric culture.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48