Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Chief Customer Officer 2.0 Align Around Experience.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

OCTOBER 20, 2014

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Culture supporting a customer focused organization includes: Playfulness.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

ShepHyken

FEBRUARY 27, 2019

If someone told you the customer service at a bank was incredible, you would only think positive things. So as a customer, we will expect nothing less than an incredible customer experience. So as a customer, we will expect nothing less than an incredible customer experience. What a great mantra !

Brands 116

Brands Banking Customer Service Training Definition 116

Customer Bliss

OCTOBER 20, 2016

Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. There will be a “customer commitment” or “customer manifesto,” but the problem is … most people working directly with customers don’t know how to translate that back to their daily priorities and actions.

Leadership 148

Leadership Culture 2016 Metrics 148

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. And why does the customer room work? Building Our Customer Room.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Zeisler Consulting

JUNE 3, 2021

This is part two of a four-part series of articles wherein I tie out the principles and values of Agile Project Management with Customer Experience. Surely this is something we can relate to: putting the Customer right up front (notice this is Principle #1) when it comes to the work we do.

Document 72

Document Definition Presentation Measurement 72

Zeisler Consulting

MAY 27, 2021

I’m framing the series by way of highlighting Agile’s four values as enumerated in the Agile Manifesto and also integrating what are called the twelve principles advanced by the same group that invented it. Naturally we look for compassion and Customer-centricity in the team members we bring onboard. Do you walk in their shoes?

Customer Centricity 72

Customer Centricity Fashion Culture Customer Satisfaction 72

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Successful Chief Customer Officers need to deliberately build a plan of action in the early years. Think of them as the change management building blocks required to customer life improvement.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Culture 135

Zeisler Consulting

JUNE 10, 2021

This is the final installment of four articles tying the concepts, values, and principles of Agile and Scrum to the Customer Experience discipline. Specifically, the Manifesto highlights this aspect of Agile project management as preferring to respond to change rather than following a plan.

Competitive Advantage 72

Competitive Advantage Article Customer Centricity Definition 72

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

Oracle

OCTOBER 20, 2020

Welcome to Experience TV! It’s my great pleasure to launch the first episode of Experience TV, a new LIVE show on social channels about the economic revolution we’re living through, the Experience Economy. Experience of the week: Pret A Manger. Episode air date: 10/14/20.

2007 69

2007 2010 Financial Article 69

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

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

Strativity

JULY 14, 2015

Take a look at our July Newsletter featuring some Monday motivation, workshops of Customer Journey Management, and a case study on Mercedes-Benz’s Customer Experience Transformation. Openness and flexibility are what allow you to create experiences that are intimate and suitable to your customers.”

Customer Journey Mapping 40

Customer Journey Mapping 2015 Workshop Webinar 40

C Space

FEBRUARY 12, 2020

It’s a membership to an experience or service that delivers an outcome that meets a need or fulfills an aspirational desire. The next stage is designing the subscription — and the entire business — around the customer. I think once customers really experience a subscription-based business model, there’s no going back.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. Brand has become personal.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

C Space

DECEMBER 5, 2019

With over 15 years’ experience in insight and customer centricity under his belt, his work with Nissan, Tesco and Vodafone led to major changes in how his clients engage their customers, drive strategy, and engage their employees. When our clients ask us what customers want… we ask customers. What do clients want?

Net Promoter Score 52

Net Promoter Score Insights Connections Innovation 52

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. 69% of customers who had a memorably positive customer service experience with an employee go on to recommend that organisation to their friends.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

SurveySparrow

NOVEMBER 26, 2019

Marketing has evolved to emotionally connect with customers by catering to their specific needs and that I tell you has made all the difference. Take a look at these inspirational relationship marketing quotes to fortify the bond with your customers. If you make customers unhappy in the physical world, they might each tell 6 friends.

Marketing 90

Marketing Social Media Advertising Brands 90

C Space

FEBRUARY 12, 2020

When a customer is identity loyal, any competitor has to ask your customer to change who they are. When a customer is identity loyal, any competitor has to ask your customer to change who they are. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity. Americus Reed II.

Brands 52

Brands Marketing Sports Net Promoter Score 52

Natalie Petouhof

AUGUST 13, 2015

Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. Customer Service is the New Marketing. Customer Service is the new Marketing. And then along comes social media.

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Natalie Petouhof

JULY 18, 2015

In Ray Wang’s book: Disrupting Digital Business: Create An Authentic Experience in A Peer-to-Peer Economy says Digital Darwinism is not kind to those who wait to understand the transformation and choices business have to make, and make now. My POV: Reddit has to decide what is going to drive their company.

Fashion 61

Fashion Brands Books Customer Experience Professionals 61

Smith+co CX

JUNE 6, 2017

It might sound like an extract from a socialist party manifesto, but it turns out that 63% of consumers believe brands have a responsibility to give back to society. Find out what your people are passionate about and what your customers are passionate about. This shouldn’t surprise us. Set authentic targets.

Brands 28

Brands Airlines Hospitality Social Media 28

customer sure

DECEMBER 9, 2014

And customers. You might remember the Washington Post describing their Manifesto as the next ‘Just do it’ ). And customers love it. Inspired by the success of their manifesto. Their manifesto is the culmination of all these beliefs. 3 Building Relationships With Influencers Through Offline Experiences.

Feedback 104

Feedback Communication Connections Brands 104

Qualtrics

JULY 23, 2019

Without data and market research , you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World , and the founder of Bain’s Loyalty practice.

Marketing 32

Marketing Net Promoter Score Entertainment Insights 32

Help Scout

APRIL 9, 2019

Ward Cunningham, one of the signatories of the popular Agile Manifesto who coined the term, compared it to financial liabilities — once engineering shortcuts are taken to release a product feature, debt is incurred and interest is paid in the form of a decrease in team productivity. Quality compromises and questionable design decisions.

Technology 40

Technology Communication Culture Document 40

Oracle

MAY 11, 2020

Subscription pricing models make it possible to enjoy recurring product deliveries or services for an ongoing fee—a “set it and forget it” experience, so to speak. As part of this payment structure, customers have access to a much wider variety of goods and services—much more than they would with a one-time purchase.

Measurement 65

Measurement B2C B2B 2020 65

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

Social Media 120

Social Media Brands Advertising Transportation 120

Russel Lolacher

JUNE 19, 2022

Because everybody has something somewhere in their past, regardless of their even their entrepreneurial consulting background, which is, can you name or tell me a little bit about what’s your best or worst employee experience? One of the worst experiences I had as an employee was as a fairly young, Junior up and coming go getter type.

Culture 98

Culture Consulting Leadership Management 98

Talkdesk

FEBRUARY 5, 2021

Today, the idea of “shopping” has become more transactional, hygienic, and sterile for health, which has been deadly to shopping experiences. Because customers can’t touch anything and social interactions are discouraged, the purposes and joys of shopping are limited. They buy experiences. . Video commerce. Who’s who?”.

2021 87

2021 E Commerce E-support Retail 87

Strativity

APRIL 15, 2015

After years of struggling to be relevant to customers, the company will become a parable, a warning to other retailers of what can happen when you stop thinking about WOW-ing your customers and stick to old ways of doing business.” Customers expect exceptional experiences. 4i Publishing April, 2015). matters right now.”

2015 40

2015 Retail Customer Centricity Leadership 40

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

2019 82

2019 Customer Experience Insurance Retail 82

Natalie Petouhof

JUNE 15, 2015

With the next generation Journey Builder brands are empowered to create journeys that blur the lines of CRM and span the Salesforce Customer Success Platform – connecting journeys across sales, service, marketing and custom apps. Because of this, companies are now competing on customer experience.

Marketing 86

Marketing Advertising 2015 Loyalty Programs 86

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Article 98

Article 2021 Customer Service Magazine 98

C Space

FEBRUARY 12, 2020

As a customer, you interact with our cups at the retailer: at a Walmart, at a Target, at a Kroger, or a Costco. And a dairy manager will know more about that customer than we ever will because they’re actually managing that shelf. You may be interested in: Outside In: New and Emerging Conversations on Customer Centricity.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52