CSM Magazine

FEBRUARY 11, 2020

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. Questions focused on consumer preferences and expectations across three industries: e-commerce, on-demand transportation and on-demand food delivery. The human side of support still plays a key role.

Customer Support 64

Customer Support Transportation Surveys Analytics 64

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

aircall

DECEMBER 19, 2016

I would define Amazon by our big ideas, customer centricity, putting the customer at the center of everything we do. By using their smartphone as a turnstile, shoppers can connect to their Amazon account and make purchases by simply selecting items and walking out of the store. Jeff Bezos - CEO and Founder of Amazon.com.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Source: Statista. Source: Alaska Air. Source: Fast Company.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Help Scout

OCTOBER 23, 2018

Last month, Mo wrote a wonderful post introducing Support-Driven Growth , which included this helpful definition: Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. Your customer support team has three superpowers: Product expertise.

Transportation 40

Transportation Accountability Customer centricity Sales 40