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

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? 61% of customers say businesses treat them more like a number than individuals. Take shipping as an example.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

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

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., How did they do it?

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

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

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. EST, popular workplace messaging service Slack suffered a massive outage , leaving over a million users around the world unable to send or receive messages and files for almost three hours in the middle of the workday. At 8:50 a.m.

Customer centricity 104

Customer centricity Call Center Customer retention Consulting 104

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

Stratifyd

NOVEMBER 12, 2019

These are just a few ways in which the employee experience (EX) directly impacts the customer experience. By treating employees as “clients” of the enterprise, companies are also serving their external customers. Customers were even referred to as ICPs - installation control points - and the company functioned as a biller.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

ijgolding

DECEMBER 2, 2015

” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? ” 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

Lumoa

NOVEMBER 29, 2021

Customer experience is a different animal: it is somewhat unpredictable because it deals not only with what you do but also with how people perceive it. There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. Emotions influence it.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

ChurnZero

JANUARY 10, 2020

. “Our relationship with our customers is everything, and it is essential that we create a seamless, unified experience across all customer touchpoints and add value with each interaction. Prior to that, Gadde led customer service offerings at FIS as Senior Vice President of worldwide professional services.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

REVE Chat Blog

APRIL 1, 2020

Customer expectations can be defined as the perceived value or benefits that the customers look for while purchasing products or services. It often includes understanding customer service. Customer experience is based on what they expect from the overall brand. year-over-year increase in annual revenue. .

Management 75

Management Feedback Brand ambassadors Chatbots 75

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

ijgolding

NOVEMBER 12, 2015

Nope, they couldn’t get it to work (said it could take hours – they admitted that it still probably wouldn’t work) and their only solution was that I phone customer service yet again as they cannot send it back from the store. Vodafone is clearly NOT adopting an omni channel approach. You can read more about the story here.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

ijgolding

DECEMBER 19, 2016

I have researched the internet for the email address of the various “Heads of” and Directors of your Customer Service function but to no avail. Firstly apologies for coming to you directly but I hope you can point me in the right direction to get this resolved. There is also no email address for a complaint.

Feedback 73

Feedback Engineering Surveys Customer centricity 73