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. We can launch a beta product and iterate and improve with customer insight all of the time. The experience a customer has with a subscription service is itself the brand and its product. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Amity

JANUARY 30, 2014

Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Drawing Insights from the Customer Journey.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Thunderhead

JULY 15, 2019

And while such a handover can be unsettling for the uninitiated, the rewards of this level of customer-centricity are significant. Journey orchestration is virtually useless unless we can understand customer intent. We must pull insight from (1) all journeys , spanning (2) all touchpoints , and most critically, (3) all time.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Qualtrics

FEBRUARY 17, 2021

have realized that customer experience analytics and direct customer feedback are the hallmarks of building effective situational intelligence. CX teams have come a long way in helping digital product teams incorporate customer research and voice of customer data into problem resolution, product planning, and design scenarios.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Forrester's Customer Insights

JULY 7, 2021

We use it to send texts to friends, send emails to colleagues, tune in to watch our favorite sports teams, and much more. Is Mobile Still A Thing? Where Is Mobile Headed In 2021 And Beyond? Mobile is everywhere. Yet many brands are still wondering, “What is the future of mobile?”

Sports 40

Sports 2021 Brands Customer Centricity 40

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Achieving a single customer view, however, still seems out of reach for many businesses.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Optimove

MAY 4, 2022

On an organizational level, the company has to be customer-centric, and the management needs to understand the importance of CLTV (customer lifetime value) over metrics such as “new customers.” A cohort analysis isolates different customer segments, tracking and comparing them over time.

Marketing 52

Marketing Multi-Channel Sports Healthcare 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

SurveySensum

JULY 20, 2023

To address this, we have put together a comprehensive guide that provides insights into common pain points in both digital and in-store retail experiences , providing actionable strategies to resolve them. Analyzing this feedback using powerful text analytics , they discovered important insights. The observation?

Retail 52

Retail Feedback 2023 Social Media 52

C Space

FEBRUARY 12, 2020

Outside In: New and Emerging Conversations on Customer Centricity is a collection of inspiring conversations we’ve had with CEOs, CMOs, brand and insight leaders, and world class academics – through our Outside In podcast interviews, and through broader conversations with clients, friends, supporters, and advocates of outside-in thinking.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

C Space

FEBRUARY 12, 2020

That was a brilliant innovation because the insight they had about customers was that they didn’t necessarily need to watch the movie right away, they needed to know that there was a movie to watch when they had time. The second major insight was that you didn’t have to deal with a physical movie. The Right Insight.

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