InMoment XI

JANUARY 22, 2024

AI’s ability to analyze and interpret vast data sets is redefining how financial institutions interact with their customers, offering more personalized, efficient, and secure services. This level of detail helps sketch a comprehensive picture of the customer’s financial activities.

Banking 260

Banking Financial Social Media Customer Centricity 260

InMoment XI

JUNE 30, 2022

With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program. These frontline employees need strategic communication.

Customer Experience 528

Customer Experience Customer Retention Events Communication 528

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! How We Got Here. Well, we have the answer to that as well!

Employee Experience 557

Employee Experience Brands Roadmap 2021 557

InMoment XI

MAY 24, 2022

There are four distinctive signposts which serve as a guide up the employee experience maturity path, each one bringing organizations closer to their goal of optimal employee behavior and value as enterprise assets. It is as true with employee experience (EX) improvement. 4 Signposts on the Employee Experience Maturity Path Map .

Employee Experience 295

Employee Experience Culture Financial Leadership 295

Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” ” In order to do so, you must affect change in four areas that shift the mindset of the leadership team and elevate the customer within the consideration set. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

InMoment XI

APRIL 9, 2024

Given the importance of social media marketing , this can hurt your business reputation and drive potential customers away. In the Business Assets tab, select Pages. If the audience aligns with your target market and provides access to potential customers, keeping the Page can be advantageous for marketing and promotional purposes.

Brands 260

Brands Social Media Feedback Management 260

Customer Bliss

APRIL 9, 2018

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” ” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.”

Leadership 166

Leadership Roadmap Customer Journey Metrics 166

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. Aegon’s ‘Connecting with Customers’ programme is an award winning programme which has delivered spectacular results for the business, colleagues and customers.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Customer Bliss

JULY 29, 2021

Part of what happens is that people will look at a spreadsheet and say, “We can get $50 million more out of customers if we do this little up-charge.” ” Well, yeah, that may be good for today, but not for tomorrow’s customers who are going to potentially walk away from you. Do the Customer Math.

Leadership 185

Leadership Airlines Customers Measurement 185

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Leadership 158

Leadership Engagement Financial Loyalty 158

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. 3 Methods to Successfully Implement Customer Experience Transformation.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

Customer Bliss

NOVEMBER 17, 2015

When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. Establish your first version of the growth or loss of your customer asset and key customer behaviors to watch — using the data you have now. Referrals from existing customers.

Metrics 160

Metrics Customer Retention Customer Relationships Customers 160

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of. ” Did You Honor Your Customer?

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

Customer Bliss

FEBRUARY 10, 2015

Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. how many customers were lost this quarter, volume and value?

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

ROI 135

ROI Customer Experience Leadership Metrics 135

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

OCTOBER 27, 2015

When I ask executives if they know the volume and value of their new customers and compare it monthly, weekly and annually to the volume and value of lost customers – it’s not top of mind. There isn’t a true measure of whether customers found value from their experience and treatment. It’s in our data” is often the answer.

Presentation 205

Presentation Metrics Customers Connections 205

Customer Bliss

SEPTEMBER 8, 2016

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” ” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets.

2010 141

2010 2013 Customers Presentation 141

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Chief Customer Officer 141

Chief Customer Officer Social Media Customers Leadership 141

Customer Bliss

JUNE 11, 2015

Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Outgoing customers. Customers who recommended you.

Customer Experience 207

Customer Experience Definition Customer Retention Customers 207

Customer Bliss

AUGUST 28, 2018

Samir, who was director at the Smithsonian Institute at the time, showed us that journey mapping is an incredibly powerful tactic to unify an organization in terms of thinking through a customer-first lens. So, let me ask – does your organization have a customer journey map ? Is it used to understand your customers?

Customer Journey Mapping 157

Customer Journey Mapping Customer Journey Connections Customers 157

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Leadership 174

Leadership Measurement Metrics Customers 174

Customer Bliss

FEBRUARY 23, 2018

When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers. I love the intro summary to her article, “executives at the big-box retailer have spent the last several years rethinking how to boost customer engagement. Treat Your Employees as Assets. CX Click To Tweet.

Employee Experience 165

Employee Experience Retail Financial Sales 165

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 1: Honor and Manage Your Customer Assets.

Chief Customer Officer 135

Chief Customer Officer Leadership Metrics Call Center 135

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A clean and clear process for evaluating and understanding what customers need and value in improved or redesigned experiences.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

Customer Bliss

NOVEMBER 10, 2015

Establish Consensus on Managing Customers as Assets. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score focus to customer asset growth. This is what is hindering your customer asset growth.

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

Customer Bliss

JANUARY 20, 2015

Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships.

Customer Relationships 181

Customer Relationships Customer Confidence Innovation Customers 181

Customer Bliss

JANUARY 7, 2016

The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Chief Customer Officer 118

Chief Customer Officer Social Media Customers Leadership 118

Customer Bliss

MAY 16, 2018

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. And this is not just limited to those on the front lines caring for customers in distress. as a friend, as a partner, as a customer. as a friend, as a partner, as a customer.

Customer Service 201

Customer Service Hospitality Leadership Customers 201

Blueshift

AUGUST 25, 2023

In today’s hyper-connected and competitive business landscape, organizations strive to build lasting customer relationships. A happy and content customer is a company’s true asset. For any business, however big or small, there can be no better advocate than its customer community.

Customer Engagement 84

Customer Engagement Engagement Customer Experience Customer Centricity 84

Customer Bliss

FEBRUARY 2, 2016

The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map. As you acquaint yourself with each of these five competencies and begin to customize them for your organization, do what makes sense in each to begin. Stage the CX Work of the Five Competencies.

Chief Customer Officer 111

Chief Customer Officer Leadership Touchpoint Metrics 111

Customer Bliss

JUNE 11, 2015

Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Outgoing customers. Customers who recommended you.

Customer Experience 154

Customer Experience Definition Customer Retention Customers 154

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Understand that your people, your team, is your biggest asset.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Customer Bliss

JANUARY 22, 2015

The customer experience that gets you the most confidence with your customers is to get the basics right. before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others. that ultimately broadens into customers referring you to others.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

BirdEye

DECEMBER 25, 2023

These pages can confuse your customers and hurt the online reputation management you’ve worked so hard to build. Go to 'Settings' and 'Business Assets,' then click 'Pages.' Choose 'Add Assets' and select 'Claim Ownership' of an existing page. If you’re a Birdeye customer, here’s how to claim your Business Facebook page.

Social Media 57

Social Media 2023 Document Demo 57