ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Innovative CX

MAY 10, 2019

What does learning a new language have to do with customer experience? With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Do a quick analysis to identify customer touch points.

Customer Experience 40

Customer Experience Travel Culture Webinar 40

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). If you do not BELIEVE in the significance that Customer Experience can have on every stakeholder involved in an organisation, you are unlikely to cut it as a CXP.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

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. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

CX Journey

APRIL 28, 2015

Not all returns from your customer experience investments are financial. One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?” This is a modified version of that post. But, I digress.

Customer Experience 84

Customer Experience ROI Financial 2014 84

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey. Thou shalt listen to customers and act on their feedback.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? 37 Customer Experience Statistics You Need to Know for 2021 by Toma Kulbyt?. by Scott Clark.

Article 78

Article 2020 Customer Service Voice of Customer 78

Customer Bliss

APRIL 23, 2019

If it’s just talking about voice of customer, journey mapping, or the specific tactics—but it’s not really around transformation, and business change, and values, and helping to instill those things—you maybe looking at a technical role, but not necessarily a transformative role. See What the Customer Experiences Now.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Think Customers

NOVEMBER 16, 2022

The secret is obvious: double-down on customer experience. Positively managing current customers in uncertain economic times can represent easy growth opportunities that cost less than acquiring new customers. And when ROI is scarce, nimble firms with their finger directly on the pulse of customer demand win.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 59

Culture Voice of Customer Fashion 2017 59

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

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

Innovative CX

JUNE 26, 2019

As a result, a customer’s experience with your organization’s products and services may well be adversely impacted before they even have the chance to purchase your produce or engage with your services. There’s plenty of focus these days on how to improve the customer experience.

Contact Center 40

Contact Center NPS Voice of Customer Customer Expectations 40

ClearAction

SEPTEMBER 3, 2018

CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Both of these orientations tend to be company-serving rather than customer-focused. Image licensed to ClearAction Continuum by Shutterstock.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Think Customers

DECEMBER 13, 2021

Are we keeping our CX vows to customers and employees? Your brand is your promise to your customers, it’s a pledge to deliver exceptional customer experience. Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

SmartKarrot

JANUARY 10, 2022

No business can ever survive without providing a positive customer experience. The first thing that businesses try to tighten their purse strings on during such situations is marketing and customer experience. Customer experience is the communication you have with your brand across their customer journey.

Customer Experience 10

Customer Experience Customer Centricity Social Media Metrics 10

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

2017 40

2017 Customer Journey Mapping Automotive Consulting 40

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. Likewise, negative experiences aren’t a guarantee that customers will leave. Of course, customer service is part of the CX.

2019 93

2019 Article Loyalty Programs Customer Service 93

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

FEBRUARY 12, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. .” Even if that number was cut in half, it would still be a problem.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye. Value potential savings as strongly as potential revenue.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Considering that real estate is becoming a regulated market now, what role do you think customer experience will play in this sector?

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 40

Culture Voice of Customer Fashion 2017 40

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

NOVEMBER 10, 2015

You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. Assess the Current State: Culture and Employee Experience The employee experience drives the customer experience. Do you know who your customers are?

Government 64

Government Roadmap Culture Customer Journey Mapping 64

ERDM

FEBRUARY 19, 2018

Article by Ernan Roman Featured on Pharma-IQ.com Ernan Roman explores recent research showing that pharma and biotech companies make expensive mistakes by neglecting the power and necessity of customer experience strategies. “A A bad customer feeling is like a hole in an airplane. Too many companies focus on building products.

Leadership 40

Leadership Sales Culture Customers 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. If it is more of the same, then the experience gap that has opened will only get bigger. I predict there is going to be a step back from the vast array of, primarily transactional surveys, and Voice of Customer as we know it.

2018 40

2018 Net Promoter Score NPS 2017 40

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

CX Journey

SEPTEMBER 12, 2017

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. The webinar built on a whitepaper that I wrote for Fuel Cycle with a similar title.

Webinar 42

Webinar Customer Centricity Insights Culture 42

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should the CMO oversee customer experience?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

SmartKarrot

MARCH 8, 2022

Also, Annette is a distinguished customer success author who has written two books, ‘Customer Understanding: Three Ways Put the “Customer” in Customer Experience’ and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.’. Ashna Patel. Dana Alvarenga. Emily Garza.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21