PeopleMetrics

AUGUST 14, 2014

My first job was in tech customer service. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. 3/ It belies a dysfunctional system that pits call center reps + customers against one other for the benefit of the company. — Ryan Block (@ryan) July 17, 2014. . Close loops.

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

Satrix Solutions

MARCH 12, 2019

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. But it’s not enough to simply implement a few static customer service policies and call it a day. But it’s not enough to simply implement a few static customer service policies and call it a day.

Customer Experience 60

Customer Experience Surveys Customer centricity Feedback 60

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014. Wednesday 1st October 2014.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

Customer Interactions

JULY 7, 2015

One approach is to build a scalable customer engagement model, step by step. Another is to make a decision to be customer-centric and the rest will follow in a closed feedback loop.

Customer centricity 28

Customer centricity Feedback 28

PeopleMetrics

AUGUST 4, 2014

Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team. Become More Customer-Centric Today. Customer Experience'

Brand ambassadors 48

Brand ambassadors Customer centricity Feedback Consulting 48

inmoment

JUNE 1, 2020

Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers. Customer Feedback is Crucial in the Empathy Economy .

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

Toister Performance Solutions

MAY 30, 2017

Clio became a client of mine in 2014, and I worked with then Director of Customer Support, Catherine Hillier, on an initiative to use customer service as a source of competitive advantage. One of the most impressive things about Clio's contact center is the leadership team's commitment.

Contact Center 48

Contact Center Customer centricity Best practices Customer Support 48

C3Centricity

OCTOBER 1, 2019

Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope they inspire you to do the same and to aspire to exceed customer satisfaction whenever and wherever you can. ” Shocking mail isn’t it?

Marketing 72

Marketing Customer centricity CRM Transportation 72

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. What does "persona non grata" mean?

Customer centricity 64

Customer centricity Metrics Sales Customer Experience 64

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). In 2006, the most common reason customers visited a branch was to deposit funds.

Banking 79

Banking Customer Experience Surveys Finance 79

PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. That's not a purpose; that's an outcome of creating customers. Being customer-focused and customer-centric translates to shareholder value.

Customer Experience 84

Customer Experience Customer centricity Metrics Education 84

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. You do nothing with the valuable feedback that your customers provide.

Customer centricity 62

Customer centricity Employee engagement Feedback Customer Experience 62

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. alignment culture customer experience customer-centric culture employee experience'

Journey mapping 64

Journey mapping Customer centricity Customer Experience Feedback 64

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. What must they know in order to deliver the experience customers expect? At the same time, the knowledge must go beyond listening to really understanding who your customers are and what they are trying to do. customer experience customer-centric culture training'

Journey mapping 61

Journey mapping Customer centricity Scripts Customer Experience 61

SmartKarrot

SEPTEMBER 10, 2020

Since customer success is a relatively new business function, the Chief Customer Officer is one of the latest roles. According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Supervising all customer-facing teams. Building customer loyalty programs and feedback.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

The Petrova Experience

DECEMBER 14, 2021

The research showed that employees have been asking for more choices and a flexible work ecosystem since 2014. Or, until you gather enough employee feedback that indicates a positive reception to your employee experience design. 3) Design and Deploy Employee Feedback Tools. Keep the committee alive for the whole of 2022.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

CSM Magazine

AUGUST 28, 2019

With customer satisfaction at the heart of all its missions, NGN has been shortlisted for the Best Customer Experience Strategy – CX and Beyond, Business Change or Transformation and Customer-Centric Culture – Transformation awards. We deliver gas to over 2.7

Customer Experience 8

Customer Experience Customer centricity B2B Customer Care 8

SmartKarrot

JANUARY 28, 2022

It was transformed into the #GiveFirst hashtag at Techstars around 2014. . Gives you a chance to be in the good books of your customers by showing empathy towards them. This will help get better feedback , understand the process differently, and result in a good product with a smoother workflow. Final Words.

Management 10

Management Brand ambassadors SaaS Engineering 10

Beyond Philosophy

JUNE 9, 2015

This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer. When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall.

Airlines 344

Airlines B2C Surveys B2B 344

SmartKarrot

JANUARY 25, 2022

BugHerd provides top-notch services for bug tracking and website feedback. BugHead’s visual feedback saves teams at least 4 hours every week from cutting down on unactionable and unclear feedback. With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees.

SaaS 10

SaaS Transportation Feedback Construction 10

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. 20 Ways to Empathize With Stressed Out Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

NOVEMBER 24, 2015

Black Friday is a competitive, high-stakes game and your customer feedback can give you a leg up on your competitors. Embracing customer feedback to provide a consistent omnichannel experience gives retailers the edge to win big during this critical kick-off to the holiday shopping season.

Feedback 40

Feedback Multichannel Customer centricity Best practices 40

ijgolding

SEPTEMBER 29, 2015

The 2015 UK Customer Experience Awards was a HUGE event. As I said in 2014, it will not be long before they have to book Wembley Stadium to hold the hundreds and thousands of professionals who want to recognise the efforts of individuals, teams and companies in delivering better Customer Experiences.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Fonolo

FEBRUARY 7, 2013

More than 80% of customers say the experience a company provides is as important as its products. A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. Non-customer-centric contact center software will impact your agents’ efficacy.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Customer Guru

MARCH 7, 2018

Kanika Tekriwal founded JetSetGo in 2014. While her biggest victory might be that JetSetGo has shown a seven-fold growth and holds an excellent EBIDTA, she revels much more in the smaller victories, such as receiving excellent customer feedback or repairing a plane in record time. Kanika’s mantra for success is super inspiring.

Airlines 73

Airlines Marketing Government Customer centricity 73

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. I think my first question to him might have been something like “what does Customer Success mean?

Coaching 0

Coaching Engineering Upselling Marketing 0

Callminer

NOVEMBER 18, 2020

“When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. It’s not always easy to juggle multiple calls as call center agents often do, but it should be a high priority to minimize wait times for customers. It’s not very customer-centric.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Toister Performance Solutions

OCTOBER 23, 2018

Three of the top four experience elements that send customers to the competition are directly related to interactions with employees: Bad employee attitudes Unfriendly service Untrusted company Unknowledgeable employees Keep in mind your customers are increasingly likely to go online and rate your company's service—good or bad.

Advertising 60

Advertising Airlines Self service Surveys 60

Comm100

FEBRUARY 16, 2018

By finding and examining customer pain points, you can begin to remedy them and remove snags from the buying process, establishing more efficient systems and increasing customer satisfaction. Customers aren’t the only ones who experience pain points. So, what’s a customer-centric company to do?

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40