Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. By assessing internally and adapting as a brand, customers tend to have their needs met resulting in long lasting customer loyalty.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Culture 105

Culture Metrics Workshop Hotels 105

Bill Quiseng

MARCH 7, 2016

Given the speed at which consumers of all ages are taking to social media to get their issues resolved, customer experience and marketing professionals like myself will need to quickly increase our understanding of how this impacts brand loyalty over the long haul. Chief Customer Fanatic and Founder, Customer Fanatix.

Social Media 123

Social Media Customer Service Brands 2011 123

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ijgolding

JANUARY 24, 2017

Time after time, representatives of organisations stood in front of me and my fellow judges and brilliantly described how the customer was core/central to the strategy of the business. What is interesting about the Gulf Region is that increasing competition appears to be influencing the advancing continuous improvement culture.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! I am immensely proud to be part of a wonderful community of committed, passionate, driven professionals.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

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. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ijgolding

NOVEMBER 22, 2016

Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ijgolding

MARCH 10, 2016

CUSTOMER service; CUSTOMER experience; CUSTOMER focus; are just three examples of combinations of words that are becoming easier and easier to SAY – in whatever industry a business leader represents, or wherever in the world their organisation operates. Changing the culture of an organisation is not easy.

Customer Centricity 54

Customer Centricity Culture Definition Customer Experience Professionals 54

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Currently, she is the Vice President of Customer Experience at Bugcrowd.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Successful customer journey mapping projects don’t just happen by accident. By Steve Offsey.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. Emails come with actionable missions.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Bold360

NOVEMBER 21, 2016

To gain some insight into the key lessons emerging from 2016 and what’s ahead for 2017, we asked a panel of 31 customer-focused marketers and CX pros to answer this question: “When it comes to customer experience: now that we’re nearing the end of 2016, what have you learned and what will you do differently in preparing for 2017?”

2016 111

2016 2017 Customer Experience Social Media 111