Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product.

Customer Centricity 59

Customer Centricity Lifetime Customer Customers Events 59

Customer Enthusiast

NOVEMBER 26, 2017

I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Customer Experience 53

Customer Experience CEM Hotels Lifetime Customer 53

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

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Rather, they are a function of the customer experience.

Customer Success 78

Customer Success Customer Centricity ROI Metrics 78

Optimove

DECEMBER 19, 2024

The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimoves customer base. By exceeding expectations and leveraging customer insights, brands can build relationships that extend far beyond the holiday season.

Retail 59

Retail 2024 Download Lifetime Customer 59

Wootric

MAY 12, 2020

This reduces churn and enhances lifetime customer value. Use NPS to create a customer-centric culture. Why are some companies so focused on making their customers happy while others treat customers like a nuisance? Customer-centricity doesn’t happen by accident. You will learn how to improve.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Bold360

MARCH 26, 2020

Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support. Put simply, you’ll need the capacity to adjust your customer experience strategy and planning in order to dynamically address evolving customer and employee needs.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

CSM Magazine

AUGUST 31, 2018

A good customer journey map should be easily understood and applied to generate customer experience improvements. A natural collection of Customer Journeys over the life of the customer relationship. The Customer Journey. Customer Journey Maps are often used to build a more customer-centric culture.

Customer Journey Mapping 69

Customer Journey Mapping Customer Journey Net Promoter Score Culture 69

SmartKarrot

OCTOBER 1, 2021

In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. A customer-centric mindset is crucial because $98 billion is left on the table every year by organizations that fail to provide simple customer experiences.

Customer Centricity 11

Customer Centricity Customer Experience Customer Journey Mapping Net Promoter Score 11

Up Your Service

AUGUST 9, 2018

A good customer journey map should be easily understood and applied to generate customer experience improvements. A natural collection of Customer Journeys over the life of the customer relationship. The Customer Journey. Gradual decline of engagement and service culture.

Customer Journey Mapping 45

Customer Journey Mapping Customer Journey Net Promoter Score Culture 45

Up Your Service

AUGUST 9, 2018

A good customer journey map should be easily understood and applied to generate customer experience improvements. A natural collection of Customer Journeys over the life of the customer relationship. The Customer Journey. Gradual decline of engagement and service culture.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Net Promoter Score Culture 40

CSM Magazine

AUGUST 10, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

SmartKarrot

JULY 26, 2021

A lot has been said and written about customer experience and still, there are tons of questions on CX. This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? Why is customer experience important? contact-form-7].

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics 2019 Customer Care Measurement 219

BlueOcean

DECEMBER 10, 2019

Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

2019 31

2019 Blog Contact Center Customer Service 31