Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

APRIL 22, 2020

I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. We lead, coach and teach.

Management 130

Management Customer Service Training Books Information 130

Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

InMoment XI

FEBRUARY 14, 2024

Satisfied customers are more likely to return for future purchases and become advocates for the brand, leading to higher customer retention rates and reduced churn. For example, integrating inventory management systems across online and offline channels can minimize inventory holding costs and prevent stockouts or overstock situations.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 256

ROI Financial CEM Metrics 256

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 225

ROI Financial CEM Metrics 225

COPC

APRIL 6, 2018

But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc.

Metrics 40

Metrics Customer Focused Call Center Download 40

Daniel Group

AUGUST 15, 2014

It may be common wisdom that the best product doesn’t always win, but there’s nothing like seeing the proof straight from a customer’s mouth. The comment reminded me of a valuable lesson I learned as a B2B product manager: customers aren’t buying your product, they’re paying you to satisfy their needs 2.

B2B 55

B2B Customer Experience Management Customer Experience Management 55

ClearAction

OCTOBER 25, 2022

We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, customers, partners and investors.

Sports 71

Sports 2009 2022 Financial 71

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Who exactly is responsible for managing transformational organizational change?

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

ShepHyken

JANUARY 18, 2022

Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. ” About: Adrian Brady-Cesana has been working in customer experience, customer success, consulting with organizations for the past 15+ years.

Average Handle Time 75

Average Handle Time Sports Customer Experience Management Document 75

Experience Investigators by 360Connext

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And customer experience management requires a thorough approach to training and education for all employees.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CSM Magazine

OCTOBER 5, 2015

Inspiring business owners to make the customer experience a critical business strategy is at the heart of a new customer-focused advisory group – The Customer Edge. “It amazes me that many consulting firms still see the concept of Customer Experience Management as a technology based strategy. .

Management 40

Management Customer Experience Customer Experience Management Consulting 40

PeopleMetrics

JUNE 28, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. sessions: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? The same applies to these bodies of knowledge and customer experience excellence.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

DECEMBER 5, 2016

Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. ZDNet) Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes).

2016 123

2016 Article Customer Service Travel 123

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

PeopleMetrics

NOVEMBER 9, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. sessions: [link].

Marketing 71

Marketing Customer Experience CEM Download 71

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

FEBRUARY 13, 2023

The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. There is NO END to focusing on your customers or staff.

Customer Service 129

Customer Service Customers Customer Experience Management Financial 129

ShepHyken

SEPTEMBER 16, 2019

By the way, I also fly Delta and I can’t argue what this author’s view on how well Delta has managed both the employee and customer (passenger) experience. Seven Ways To Improve Customer Service by Sara Lavenduski. ASI) An excellent customer service experience will lead more naturally to a close.

Article 99

Article 2019 Airlines Customer Service 99

ShepHyken

FEBRUARY 14, 2022

(MarTech Series) Redpoint Global, a leading software provider that helps brands deliver revenue-generating, personalized customer experiences, today announced new research revealing trends in brand loyalty and implications around customer experience management. Follow on Twitter: @Hyken.

Article 123

Article 2022 Customer Service Customer Service Training 123

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? Where does your experience stop? Why or why not? Where does it start?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

NOVEMBER 3, 2015

It rises above mainstream customer experience management practices, as described in the table above. It considers what makes the most sense for long-term value to all parties: customers, employees, investors, and other stakeholders. It's human nature to be inward-focused. Yet inward-focus is dysfunctional.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? In essence, customer experience is what makes the world go around! Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Totango

FEBRUARY 11, 2022

Relationships with B2B customers tend to be more challenging to manage successfully due to complex requirements, a greater number of stakeholders, and organizational interdependencies. Utilize the collaborative nature of the myriad of tools available to customer experience managers today to engage and empower customers.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Forrester's Customer Insights

OCTOBER 16, 2020

Technology transformation is a fundamental lever to change the working of government overall.

Government 33

Government Technology Customer Focused Customers 33

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