Think Customers

NOVEMBER 16, 2022

Locking in valuable customer relationships is a strategic capability that allows firms to stay extremely close to customers to gain valuable insight on where to make incremental investments that will generate ROI quickly and improve the experience. Do: Give customers a reason to stay (and grow) with you.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Thematic

JANUARY 2, 2019

Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.

Engagement 98

Engagement Customer Experience Contact Center Seminar 98

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

Innovative CX

JUNE 26, 2019

Despite this potential customer experience liability, there is opportunity for organizations to better align their employees’ skills and behaviors to the established CX strategy. There’s plenty of focus these days on how to improve the customer experience. A CEO once declared, “From now on we will be a “Customer-Focused” company. “

Contact Center 40

Contact Center NPS Voice of Customer Customer Expectations 40

Storyminers

MAY 21, 2020

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

Innovative CX

APRIL 1, 2021

Continually chasing journey maps, voice of customer programs, process improvements, new strategies, metrics and measurements and better employee engagement might help organizations feel like they are improving their CX, but if they don’t successfully implement these findings, all is for naught. If only it was that easy!

Customer Experience 59

Customer Experience Hotels Insurance Events 59

Strativity

MARCH 20, 2017

McInnes, named Head of Sales for Strativity’s Technology division, has more than 10 years of experience in CX, working across several functional roles to help large organizations create and sustain customer focus. His experience spans research, consulting, technology, marketing, and sales.

2017 40

2017 Customer Journey Mapping Automotive Consulting 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.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

PeopleMetrics

DECEMBER 12, 2017

Innovative small and medium-sized businesses are creating superior customer experiences over the "big guys" by fully leveraging CEM and Voice of the Customer insights to beat the Goliaths in their spaces. System Harmony.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Second to None

MARCH 21, 2018

By thinking of your intersection points and connectedness to your clients’ lives, you can craft a high degree of transparency and authenticity that leverages a true customer focus across all segments and better matches the dynamism of today’s marketplace.”

B2B 59

B2B B2C Transportation Voice of Customer 59

Lumoa

FEBRUARY 6, 2018

Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

2018 129

2018 Customer Experience Customer Centricity Culture 129

ClearAction

DECEMBER 14, 2017

Customer experience management strategy — overall objectives and approach for the enterprise that determine the degree of customer-focus. Customer experience enablement — acting holistically on customer inputs to earn higher customer lifetime value.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer experience management strategy — overall objectives and approach for the enterprise that determine the degree of customer-focus. Customer experience enablement — acting holistically on customer inputs to earn higher customer lifetime value.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Innovative CX

MAY 10, 2019

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. Incorporate voice of customer information into your meetings. One and Done. Use the right language.

Customer Experience 40

Customer Experience Travel Culture Webinar 40

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen, and extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 40

Culture Voice of Customer Fashion 2017 40

Think Customers

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. For example, starting with the right feedback mechanisms can give you first-hand insights from customers about the new channels and capabilities available to them.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

ShepHyken

MAY 12, 2019

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles for the Week of May 13, 2019 appeared first on Shep Hyken.

2019 92

2019 Article Loyalty Programs Customer Service 92

Customer Guru

JANUARY 16, 2018

If he doesn’t check with the end customer, he will never know whether the design is even appropriate for the owner. It is the voice of customers that helps in making product/service-level changes. What is your word of advice to companies that are looking to embark on this journey of customer experience?

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

ClearAction

FEBRUARY 27, 2015

By saving time, effort, worry, and money for employees, you're enabling happier employees to enable happier customers. And you're aligning the company to focus on value that's rewarded by customers. Measure Customer Value the Customer's Way. Customer Centricity Goes Beyond Customer Experience Management.

Customer Journey Mapping 118

Customer Journey Mapping Customer Journey Insights ROI 118

ERDM

FEBRUARY 19, 2018

They should be focusing on building a culture which focuses on what it takes to make their customers successful.” This sentiment is echoed in our Voice of Customer (VoC) research interviews with life science professionals and researchers. They need to feel the heartbeat of customers’ labs and their needs.

Leadership 40

Leadership Sales Culture Customers 40

ijgolding

JUNE 9, 2015

Ability to align employee behaviour with customer-focused culture. Question 1 – Based on this information, on a score of 1 to 10 (1 being not at all and 10 being extremely), how embedded is a customer-centric culture in your business unit? An organisation is able to adopt customer-centricity and be accountable if it.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Lumoa

OCTOBER 31, 2018

These new technologies are here to stay and we’re wise to vet and implement them carefully, testing frequently to ensure they are truly improving the customer experience rather than detracting from it. Three words: voice of customer. Stop surveying your customers and start listening to them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

CX Journey

SEPTEMBER 12, 2017

And with that thought in mind, I prepared and presented a webinar with/for Fuel Cycle a couple weeks ago titled, Insight to Advantage: Driving Action with Your Customer Data. It covers the five steps you'll need to go through to yield the advantages that a customer-centric and customer-focused culture delivers.

Webinar 42

Webinar Customer Centricity Insights Culture 42

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. If we don't listen, we'll never know anything about our customers' needs and desired outcomes.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Customer Alignment

JANUARY 21, 2018

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. VoC platforms have done a great job at bringing all kinds of sources of data into one repository, but they don’t reveal the full, accurate customer picture.

2018 40

2018 Net Promoter Score NPS 2017 40

Wootric

FEBRUARY 14, 2019

Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel has built and led high-performing, thought-leading customer-focused teams. She spent a decade at Salesforce and is now part of the incredible team at WeWork , bringing the Powered by We vision to life. Rachel English. To reduce churn?

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CX Journey

APRIL 28, 2015

That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value. Focus on the customer, on creating customers, and the profits will come. But, I digress. Back to the original question.

Customer Experience 84

Customer Experience ROI Financial 2014 84

SmartKarrot

FEBRUARY 25, 2022

Assessing and finding gaps in customer experience Analyzing customer journey across touchpoints Close customer experience gap between customer needs and organization Lead customer-centric efforts and make sure the voice of customer is known and heard. The CCO is a terrific addition to any business.

Chief Customer Officer 10

Chief Customer Officer Marketing Customer Centricity Touchpoint 10

SmartKarrot

JANUARY 10, 2022

You can still create a profound impact when you look at improving customer experience on a budget. Here are some of the strategies you can adopt while trying to deliver a great customer experience on a budget. Use voice-of-customer, which is almost free. A customer-centric mentality will help the company in the long run.

Customer Experience 10

Customer Experience Customer Centricity Social Media Metrics 10

CX Journey

APRIL 5, 2017

When that happens, the customer wins. If your executives aren't on board with developing a customer-focused and customer-centric organization, then forget it; it won't happen. You might have localized or departmentalized efforts, but those will be siloed efforts that translate to siloed experiences for the customer.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Waypoint Group

OCTOBER 17, 2019

Reciprocity is a customer-focused company with CSMs who’ve always done a very good job of getting feedback. According to Paul Piazza, Head of Customer Success, “Our CSMs are really engaged with our customers. ZenGRC is very flexible and integrates with Google Apps and JIRA, with a lightning-fast ROI.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

SmartKarrot

AUGUST 22, 2022

Customer focus groups: The group is usually made up of 6 to 8 people who meet once per week for an hour or two. Having values such as honesty, acceptance, and trustworthiness can help to make customers feel good about giving honest opinions about products or services. Learn importance of VoC.

Definition 10

Definition Social Media Banking E Commerce 10

SmartKarrot

MARCH 8, 2022

She helps companies achieve scalable growth and helps them curate customer-centric programs, including onboarding, advocacy, adoption, and renewals. Her areas of expertise span from company growth through tailored customer success programs across renewals, voice-of-customer , operations, customer education, etc.,

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ProProfs Chat

NOVEMBER 26, 2021

We will also explore some of the best voice of the customer examples , templates, methodologies, and more. What is the Voice of Customer Survey? Tips to Keep in Mind When Creating Voice of customer (VoC) Surveys. Voice of Customer (VoC) Questions with Examples.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

SmartKarrot

JANUARY 5, 2022

He’s also the Chief Customer Officer at AppsFlyer where he built and leads a global team of over 200 CSMs from scratch while his focus is on delivering value and building long-term relationships. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co Dave Jackson. Matt Myszkowski.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23