Beyond Philosophy

MAY 14, 2015

Trust allows your Customers to feel comfortable handing you their business (and personal information). It is also, for some Customers, why they will pay more for your goods or services. Customers value trust. Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com.

Self service 402

Self service Best practices Customer Experience Call Center 402

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.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Steve DiGioia

DECEMBER 5, 2016

Constant reinforcement of the importance of customer service is key to sustaining the culture. A good example of this is Amazon.com. As they grew and added different areas to their business, they always put the customer first. The first question was to ask if what they were doing was right for the customer. Grant Cardone.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

ijgolding

DECEMBER 19, 2016

There is an element of manager discretion at responding to survey feedback but there is a two week delay in getting the information over to the relevant person. I simply wanted to understand how the feedback process works and why ask customers for feedback if it isn’t acted upon. Will they care?

Feedback 73

Feedback Engineering Surveys Customer centricity 73

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. It was perfect for my gregarious, people-pleasing personality.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

Eptica

MARCH 11, 2020

As a reminder, the UK Customer Satisfaction Index (UKCSI), released in January by the ICS, shows that customer satisfaction is at its lowest level since July 2015 , the fifth consecutive fall in the twice-yearly index and the longest period of decline in the report’s history.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Horizon CX

DECEMBER 29, 2014

my thoughts about what I believe it means to be customer centric. term; “charity begins at home” I feel sums up the true meaning, intent, and starting point of customer-centricity—charity being characterized. customer-centricity daily and we are also on the giving end as we serve others. customer-centricity.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

Horizon CX

DECEMBER 29, 2014

So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric. As consumers we are on the receiving end of customer-centricity daily and we are also on the giving end as we serve others in both our work-life and in our private lives—the dual nature of customer-centricity.

Customer Experience 40

Customer Experience Customer centricity B2B Analytics 40

Win the Customer

AUGUST 9, 2016

Like anything in business, customers primarily want ease and convenience when using mobile payments. For example, the iPhone 6 Plus is set up for mobile payments and makes on-the-go shopping a breeze for consumers. And at the end of 2015, Walgreens became the first retailer to integrate its loyalty program with Apple Pay.

Customer centricity 72

Customer centricity Marketing Sales Customer Service 72

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). The other two… are not so positive.

Engineering 52

Engineering Customer centricity Morale Accountability 52

Talkdesk

SEPTEMBER 1, 2016

Another customer service award winner, DoorDash, took home the prize for “Most Customer-Centric Culture” in Talkdesk’s inaugural Customer Awards. The company was founded in 2013 with the goal of enabling customers to purchase food from local merchants and have it delivered within 45 minutes.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

ijgolding

JANUARY 19, 2016

Now that is not actually true (he says quickly contradicting himself) – regular readers of my ramblings will now that I am always very quick to point out that all organisations since their inception have been delivering Customer Experiences – so technically, the first ever business to be created was the ‘founder’ of Customer Experience….

Airlines 56

Airlines Customer Experience Customer centricity Self service 56

Peter Lavers

SEPTEMBER 21, 2017

You might say if you’re not in that sector, but we would assert that you can’t afford to ignore developments such as omnichannel, artificial intelligence and real-time personalization because: Expectations will only continue to rise – the experiences that customers enjoy in one sector will set their expectations for other sectors.

Marketing 113

Marketing Personalization Technology Consulting 113

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

Kayako

AUGUST 30, 2017

All hands support is being used by a number of tech companies, but has been made popular by the customer-centric application integration software Zapier, which is vocal about how everyone in the company works on support for a portion of their day/week/month. This plan was personal and worked because everyone knew what to do.

Engineering 80

Engineering Customer centricity Feedback Customer Service 80

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). The best way to increase your customer retention rate is to improve customer experience. Agent behaviors Your front-line agents are also a crucial element to your customer experience.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. This is a costly mistake.

CRM 40

CRM Advertising Customer centricity SaaS 40

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. An intuitive, customer-centric experience was necessary because all of Wag! services are available in-app, including a fully integrated support experience and direct communication between the customer and walkers. This will help Wag! Conclusion.

Interactive Voice Response 59

Interactive Voice Response Wait times voip Customer Support 59

Aria Solutions

NOVEMBER 24, 2017

trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). The best way to increase your customer retention rate is to improve customer experience. Agent behaviors Your front-line agents are also a crucial element to your customer experience.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. This outlook, along with his strong work ethic and combination of practical experience and business acumen, allows Dan to lead by example and achieve his corporate objectives.

Automotive 41

Automotive Management Enterprise B2B 41

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. An intuitive, customer-centric experience was necessary because all of Wag! services are available in-app, including a fully integrated support experience and direct communication between the customer and walkers. This will help Wag! Conclusion.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

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. So I called Vodafone yet again and eventually get through to the correct person (pointless IVR!)

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. billion PC users.) Of course, one of those channels is social media.

Customer Service 0

Customer Service Self service Advertising Airlines 0

aircall

DECEMBER 19, 2016

Customers can also look to self-service, via the forums or Amazon Co-Pilot. In short, their customer service is expeditious and complete, and treats the user with care and respect. I would define Amazon by our big ideas, customer centricity, putting the customer at the center of everything we do.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

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

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. BT – Customer-centric culture. Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

ijgolding

NOVEMBER 24, 2015

In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. For example, have you ever told a taxi driver that the experience the gave you was awful?

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

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. In 2013, Sequoia joined us as an investment partner and in 2015, India Value Fund, which is now called TrueNorth invested in us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Beyond Philosophy

JUNE 9, 2015

O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. The Chief financial Officer, Neil Sorahan agrees, saying they improved and listened to their Customers. But I am skeptical—not that I would know personally. A recent article on the independent.ie

Airlines 344

Airlines B2C Surveys B2B 344

Nicereply

SEPTEMBER 6, 2022

Zapier often publishes guides, including many excellent ones about customer support. This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. It’s chock-full of a ton of real examples from various companies on how to set up an impactful knowledge base.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Beyond Philosophy

DECEMBER 22, 2014

The researchers call this phenomenon magical thinking because our perception is that the object absorbed parts of the celebrity’s personality. Do you have an example where cooties played a part in your decision whether or not to buy something? How to Make or Break Your Customer Experience. Cooties and Ebay.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

ijgolding

MARCH 7, 2016

Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have – and specifically the effect it has on financial performance – there will always be the doubters! They lost around 200,000 UK customers in 2015.

Morale 64

Morale Customer Experience Customer centricity Marketing 64

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Journey Discovery Creates a Bridge Between Customer Behaviors and Business Outcomes. Journey Mapping.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. What do you see ahead for 2015?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110