Micah Solomon

OCTOBER 10, 2018

Reactive customer service leaves your business in that dangerous commodity zone, where you’re interchangeable with the competition in the minds of customers. That is the difference between providing ho-hum service by merely reacting to customer requests and building loyalty through true anticipatory service.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Technology 265

Technology Customer Experience Social Media 2015 265

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. Andrew Quake, CEO APAC John Paul.

Leadership 40

Leadership Automotive Hospitality Travel 40

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. They care enough to continually look for ways to improve and innovate for their customers. They care if your day was ruined.

Hotels 231

Hotels Social Media Innovation Consulting 231

One Millimeter Mindset

MAY 4, 2022

Our goal is a more innovative and realistic professional framework for the future. Many of us are exquisitely customer-focused on serving others. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Sound familiar?

Consulting 90

Consulting Innovation Leadership Presentation 90

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. For others, it’s about their process. What can be done?

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

MAY 4, 2020

” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be. Innovation guru, Josh Linkner, has his take, and it’s worthy of your consideration. Follow on Twitter: @Hyken.

Article 96

Article 2020 Customer Service Contact Center 96

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. A customer just looking to pick up a carton of milk sees the layout as inconvenient.

Article 90

Article 2019 Customer Service Customer Centricity 90

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Arie Goldshlager Follow @ariegoldshlager. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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? She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

Michelli Experience

MAY 9, 2017

Those critical customer cohorts consist of individuals who will not only drive present day profits but also emerging groups that will shape profits into a sustainable future. Every customer-focused decision represents a choice between competing options that will likely drive different benefits for different people at different costs.

Innovation 45

Innovation Customer Experience Social Media Loyalty 45

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. The reason comes in the form of a question: Is your brand preparing for tomorrow’s customers’ needs?”. Here are my top five picks from last week.

2017 83

2017 Article Net Promoter Score Customer Service 83

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

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. I speak on how professional purpose is the key to professional innovation.

Workshop 70

Workshop Presentation Leadership 2019 70

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . Get leadership involved.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

Win the Customer

DECEMBER 29, 2015

Metro Bank simply outperforms its financial competitors in the work that they do for their customers. Some “innovative” ways in which Metro Bank connects better with its customers include: 15 Minute Guarantee to Open a New Account. I say “innovative” because many of these simply make sense.

Customer Service 64

Customer Service Banking Financial 2010 64

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Culture 105

Culture Metrics Workshop Hotels 105

PeopleMetrics

DECEMBER 12, 2017

Best when accessed by all employees at a company (not just one team or department), t he ultimate objective of a CEM system is to cultivate and improve customer satisfaction and loyalty by connecting your organization to the real-time Voice of The Customer (VoC).

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

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. Ask the customer directly, at the time they are finishing their interaction with you.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

One Millimeter Mindset

OCTOBER 24, 2018

Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Since there is no drama involved, and we are comfortably on that organizational couch, we do not pay attention to them.

Culture 71

Culture Workshop Leadership Books 71

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

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. But, most companies will still continue to struggle with CX fundamentals.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Eptica

AUGUST 24, 2016

This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer. Customer experience is a continual process Delivering an excellent customer experience is an ongoing process.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

West Monroe

NOVEMBER 1, 2022

Your customers. Customer loyalty is the backbone of the customer experience, and there is no room for missteps. According to West Monroe’s 2022 Be Digital Signature Research, nearly two-thirds (63%) of consumers say they will switch to another company if the customer experience is lacking. Probably not.

2022 52

2022 Loyalty Customer Experience Measurement 52

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. We’ve seen employee surveys where there are no customer-related value elements. Michael Lowenstein, Ph.D.,

Engagement 68

Engagement White Paper Definition Consulting 68

Avaya

NOVEMBER 2, 2016

Together we agree that in order to succeed, we must provide our customers with flexible, integrated solutions and services that help them address the business needs in today’s digital marketplace. With our unparalleled solutions, relentless customer focus and new partner program, now is absolutely the best time to be a partner with Avaya!

Net Promoter Score 62

Net Promoter Score 2011 Customer Satisfaction NPS 62