Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

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

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Improve operational excellence and drive customer loyalty across all touchpoints.” “Act

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Marketing and thought leadership programs.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

JULY 31, 2018

When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits. Quotes: “You can easily tell whether or not a company’s leadership cares. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

ShepHyken

JULY 31, 2018

When call centers capture and share customer data across their organization in real time, they can leverage this data for the greater good of the company, which can help drive higher profits. Quotes: “You can easily tell whether or not a company’s leadership cares. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

ijgolding

MAY 17, 2017

If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering. The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! I will thank him for being my business hero.

Customer Centricity 72

Customer Centricity Leadership Competitive Advantage Sports 72

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 110

Engagement Social Media Sales Loyalty 110

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Focus. Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Customer service (along with pipelines and processes) is an enterprise priority, and seen as a vital, and profitable, element of value delivery.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I will start with the first area: People.

Social Media 92

Social Media Customer Centricity Books Culture 92

PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I will start with the first area: People.

Social Media 68

Social Media Customer Centricity Books Culture 68

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling.

Workshop 75

Workshop Customer Retention Events Culture 75

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Books 60

Service Untitled

JANUARY 10, 2011

Organizational leadership is responsible for communicating the vision and keeping it in front of the employees. Employees need to trust each other as well as their leadership. Leadership needs to show how much they care for their employees and show recognition for efforts. Create a culture of trust.

Engagement 71

Engagement Leadership Culture Customer Retention 71

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

CSM Magazine

JUNE 21, 2018

Customer service leaders outper­formed the Dow by 93%, the Fortune 500 by 20% and the NASDAQ by 335%. Organizations that fail to recognize the importance of CX are risking flaws that destroy customer loyalty and their futures. Blind Leadership. Steve Jobs said it brilliantly, “Get closer than ever to your customers.

Customer Experience 40

Customer Experience Net Promoter Score Airlines Leadership 40

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. Leadership commitment 8%.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. But also, with toxic workplace environments.

Workshop 70

Workshop Presentation Leadership 2019 70

ChurnZero

MARCH 3, 2020

Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR. The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is planning on hosting twenty-four RYG Leadership Hour events in 2020.

2020 72

2020 Customer Success Events Workshop 72

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. And customer-focused solutions fall short of what they might have been.

Customer Retention 69

Customer Retention Communication Workshop Customers 69

Qualtrics

OCTOBER 26, 2015

When I thought about how a simple act of customer service earned my appreciation and loyalty, I realized that it was only possible because the receptionist had the power and flexibility to put me and my needs above everything else. And in the end, it leads to major strides in brand loyalty and retention.

Customer Experience 45

Customer Experience Hotels Leadership Customer Focused 45

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Insights 52

Insights Customer Experience Metrics NPS 52

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Communication Disconnects negatively impact Customer Retention [link]. Do You have a Bright, Shiny Client Retention Strategy? [link].

Customer Retention 66

Customer Retention Blog Workshop Download 66

ijgolding

NOVEMBER 30, 2015

The rise of businesses talking about Customer Experience may be kidding some into BELIEVING they are operating in a Customer Centric way. Becoming a truly Customer Centric organisation is what will ultimately enable organisations to consistently deliver Customer Experiences that meet and sometimes exceed the expectation of Customers.

Customer Centricity 84

Customer Centricity Customer Service Customer Experience Definition 84

Wootric

FEBRUARY 14, 2019

Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value and loyalty. Lisa Abbott. Rachel English. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. Last year, I observed the leader of a business addressing his peers at a senior leadership meeting. The leader said that his team were always looking for ways to become even more customer focused.

Financial 57

Financial Leadership Customers Customer Focused 57

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

SmartKarrot

NOVEMBER 24, 2021

Customer-centricity provides a positive customer experience and aims to increase customer loyalty, drive repeat business, and improve growth. Customer-centric thinking is crucial to building long-term relationships. You can build customer relationships with three important concepts-. The change of roles .

Customer Centricity 10

Customer Centricity Multi-Channel Leadership Customer Relationships 10

ijgolding

MAY 2, 2017

You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

Airlines 72

Airlines 2017 Customer Centricity Travel 72