HGS

MAY 22, 2018

Leaning heavily on these new strategies, healthcare is catching up to retail’s recent disrupters—from the digital convenience to personalization. Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report.

Healthcare 100

Healthcare B2C Government Analytics 100

Totango

DECEMBER 21, 2017

Totango really impressed us with their belief that customer centricity is the key to delivering phenomenal customer success, and we intend to make that part of our culture too. We can let loose, show more personality, share ideas, and focus on becoming a closer team. Great Team Building Opportunity.

Best practices 48

Best practices Customer centricity Education Consulting 48

Talkdesk

JULY 20, 2016

In the race to the top, many companies make mistakes in their provision of customer service. Customer service representatives serve as the face of your brand. Even the most stellar hire will make a few customer service mistakes. Customer-centricity as a business value must come from all levels of an organization.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

Answer Dash

OCTOBER 15, 2018

According to Scott Brinker, founder of the website chiefmartec.com and author of The Marketing Technology Landscape Supergraphic, “Marketing is becoming responsible for customer experience throughout the organization.” That translates into dozens, sometimes hundreds, of options for every phase of a company’s marketing requirements.

B2B 76

B2B Marketing Customer Experience Benchmark 76

C3Centricity

JULY 17, 2016

Make customer observation everyone’s job. There are a wealth of opportunities for every employee in a company to come into contact with the customer. In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Just contact me here.

Customer centricity 48

Customer centricity Marketing Personalization Sales 48

PeopleMetrics

NOVEMBER 13, 2015

Sales or Customer Experience? Through the lens of his personal experience, the ex-employee asked : “If REI is focused on customer experience and a co-op style of business, why are employees only being measured by membership sales?”. Image Credits: SXSW Interactive 2011 - Austin, TX by kris krüg , CC BY-SA 2.0.

Sales 79

Sales Customer Experience Metrics Consulting 79

ijgolding

DECEMBER 14, 2017

I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties. However, it was not until 2011, with the creation of the Customer Experience Professionals Association (CXPA), that the role became officially recognised as a profession.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

Help Scout

AUGUST 1, 2018

When we founded Help Scout more than seven years ago, we did so not because there was a lack of good customer service products in the market — there were several — but because there wasn’t one that mirrored our values. Thousands of successful businesses, and most of my personal favorites, were founded as a result of a similar frustration.

Marketing 40

Marketing Customer centricity Personalization Customer Experience 40

CCNG

OCTOBER 19, 2022

(Gartner, 2022) Customer experience is a ‘significant’ or ‘critical’ priority for 69% of organizations. 77% have a centralized customer experience group, and 68% have a senior executive in charge of customer experience across products and channels. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Natalie Petouhof

MAY 25, 2016

Co-founder and CEO Ben Stagg questioned the effectiveness of tornado warning systems after his father was in Joplin, Missouri in 2011, when tornadoes hit the area and killed nearly 160 people. This level of connectivity brings a whole new degree of safety to customers. It was created in 2012 after a brush with tragedy.

Customer centricity 45

Customer centricity Technology Customer Experience Big data 45

Talkdesk

JULY 24, 2017

In 2011 our focus was on the SMB space. What happened was, some of our earliest customers were hypergrowth companies and they kept adding more and more agents. It is still simple to deploy and maintain, integrates seamlessly with over 40 business tools and allows companies to provide a better experience to their customers.

Call Center 57

Call Center call center software Enterprise Marketing 57

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. The next lap of the journey began in 2011 when Matrix Partners made its first investment with us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ijgolding

SEPTEMBER 29, 2015

Manuela believes that if you give customers ‘your word’ then you better be good at keeping it – and her fiery Italian powered passion has enabled her business to do just that. The positive effect Manuela’s approach to Customer Experience has had on her business is remarkable.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

NobelBiz

JUNE 26, 2023

For instance, a call center may still be using a basic automatic call distributor (ACD) that merely routes calls to available agents, without considering factors such as the agent’s skills or the customer’s history with the company. Call centers deal with sensitive customer information daily.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Amity

FEBRUARY 10, 2017

At Oracle Marketing Cloud we’ve undergone an effort to integrate various technologies into a single platform that enables our customers to accelerate and optimize the way they find and nurture prospects in a more personalized, targeted, and automated way. That was my first formal exposure to Customer Success.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Russel Lolacher

JUNE 29, 2021

How is the time, resources and cost of a social media group (even if it’s one person) justified? Timely customer service – With a customer-centric mindset, we regularly respond to the public to answer questions, correct misinformation, listen to feedback and note rising issues (all shared with relevant business areas).

Education 98

Education Government Metrics Customer Care 98

PeopleMetrics

JANUARY 28, 2021

Audrey Squaresky: I'm Audrey Squaresky - I'm the Director of Customer Experience here at PeopleMetrics. I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it. Here are some folks who who were with the team then, and there's another Reason Research person, Heather.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

ProProfs Blog

JULY 30, 2021

This is because stories are relatable and target the emotions of your customers. It ensures that the customers get a personalized touch and feel of their car. Also, its customer centric strategies include prime membership, that offers special privileges for loyal customers like quick delivery, low pricing, and so on.

Surveys 167

Surveys Marketing Analytics Feedback 167

RichCall

SEPTEMBER 13, 2017

personalization. connected customer journeys with 9 channels in most contact centers. According to Teresa, contact centers will need to: move beyond supporting all channels (omnichannel) seamlessly to becoming a hub of customer interactions for the enterprise. In 2011 Gartner predicted that. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64