Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Customer Service 66

Customer Service Customer centricity Analytics call center software 66

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. Customer-facing employees are not briefed on Marketing campaigns. Brand values have not been aligned with the Customer Experience.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You hide operational difficulties from the Customer.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

JUNE 12, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Secondly, the UK are not as customer-centric as U.S Furthermore, I worry that with Brexit, organizations in the UK will take their eye off the Customer Experience ball even more than they have already and customer-centricity there will decline further.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. Despite this wonderful progress, the reality is that we as customers and as consumers are still having experiences that fall a long way short of meeting our expectations. 2015 is all about opportunity when it comes to Customer Experience.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

ShepHyken

DECEMBER 8, 2017

Therefore, making use of state of the art could be a means to reach the goal of delighting the customer. Acknowledge the Mobile Social Customer. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

JULY 6, 2016

China is in the Early Stages of Customer Experience Discovery. The opportunity to excel in Customer Experience in China is still wide open, however. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. I’d be interested to hear your insight in the comments below.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

Airlines 305

Airlines Consulting Consulting Customer centricity 305

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Beyond Philosophy

MARCH 3, 2015

It just shows the lack of Customer Centricity of the organization. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Philosophies to Improve Your Customer Experience in 2015. Blogs Market Research Thought Leadership' We didn’t care.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Beyond Philosophy

JUNE 16, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

NOVEMBER 11, 2021

The culture of an organization shows how customer-centric they are. If you choose not to “read between the lines,” your customers surely will. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.” Clouddamcdnprodep.azureedge.net.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. However, it more directly contributes to business results, experience optimization, and value delivery because its key concept is building customer bonds through direct and indirect employee interaction.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. Cable company leaders must invest in a customer-centric culture.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Customer Interactions

JULY 7, 2015

First, customer-centricity is more crucial than ever. And third, keep abreast of the latest trends by reading industry blogs like our very own CMO Perspectives. So what can you do? This week’s post offers a few important suggestions. Second, CMOs must collaborate with CIOs to integrate new technologies into their business.

Customer centricity 28

Customer centricity Technology 28

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Never lose sight of your customer’s needs again with the help of GetFeedback. appeared first on Blog - GetFeedback.

CRM 83

CRM Feedback Customer centricity Surveys 83

ijgolding

JANUARY 4, 2016

As I sit here writing my first blog post of the year on the year on the 4th January, my online channels are being bombarded with a plethora of brilliantly worded articles suggesting a whole variety of resolutions that will transform the lives of individuals and companies alike. Some resolutions were related to personal health and well-being.

Customer centricity 57

Customer centricity Customer Experience Personalization 57

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

Talkdesk

DECEMBER 8, 2015

How to Maintain Top-Notch Customer Service While Your Company Rapidly Grows. Forbes || December 2, 2015. Young companies, particularly startups can sometimes get so caught up in growth and acquisition that they neglect to maintain good customer service to retain their existing customers. CustomerThink || December 1, 2015.

Customer Service 40

Customer Service Customer centricity Contact Center Call Center 40

Eptica

FEBRUARY 5, 2020

That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measure for customer service over the last decade. That means there needs to be a clear culture that puts the customer first, from senior management down and across the business.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

ijgolding

MAY 7, 2015

Working with the hugely broad array of industries that I do exposes me to a never ending view of the roller coaster rides that all companies experience in their efforts to become more Customer Centric. I said that I would like to be inspired to write a blog post about it!! Allow me to introduce you to Earl Lynch.

Customer Experience 114

Customer Experience Customer centricity Personalization Employee engagement 114

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis. Time and Effort. Now that would be nice!

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Nicereply

NOVEMBER 3, 2020

Whether All Hands Support works for your business or not, make the decision to bring your customers and your employees closer together. Two of them are from successful, customer-centric companies sharing their methods for All Hands Support (also known as Whole Company Support). appeared first on Customer Happiness Blog.

Engineering 52

Engineering Customer centricity Morale Accountability 52

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Methodology: “Customer management thought leaders [often] provide advice from an internal business standpoint. This approach is simply unacceptable in the so-called age of customer centricity.

Call Center 89

Call Center Contact Center B2C Surveys 89