ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Skybridge

APRIL 14, 2021

Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully rebound, they’ll need to do a lot more than “re-open” or scale up. Well, to quote Blake Morgan in her recent Forbes article: “Just because a company was once customer-centric doesn’t mean it still is in 2021.”.

Customer centricity 52

Customer centricity Customer Care Self service Personalization 52

Skybridge

NOVEMBER 12, 2020

In her recent article, Petrova explores the top eight customer needs and brand practices most likely to drive CX success. In fact, it’s her 8 th trend that best sums up my own observations and our own philosophy here at Skybridge Americas: “customer experience is about relationships over transactions.” We would love to talk!

Customer Care 52

Customer Care Government Self service Education 52

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. CXBuzz also did a round up article of some of their favourite CX metrics, which I was included in with some pretty amazing brains. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Skybridge

OCTOBER 13, 2020

To ensure that your business, your employees, and your customers are set up to thrive in the post-crisis world, you’re going to need (at least) two more robust R’s. At the heart of all five, unsurprisingly, there is a total focus on customer-centricity. Read the entire article here > -Bobby Matthews.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Peter Lavers

JANUARY 26, 2016

We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience! Click on the image to read the article.

Customer Care 100

Customer Care Marketing Customer Experience Customer centricity 100

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 251

Customer Experience Advertising Employee engagement Sales 251

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. NPS, CSAT or Customer Effort?

Customer Service 76

Customer Service Chatbots Government Customer centricity 76

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. NPS: NPS measures how likely a customer is to refer your items to a friend.

SaaS 176

SaaS Customer Experience B2B Feedback 176

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 241

Abandon rate Journey mapping Average Handle Time Customer centricity 241

ShepHyken

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Be sure to download the report.

Customer Service 48

Customer Service Best practices Finance Customer centricity 48

Horizon CX

JUNE 27, 2023

While they are distinct areas within an organization, they are inseparable in the eyes of the customer. In this article, I explore the contrasting perspectives of customer experience from a marketing branding and service delivery standpoint, highlighting the need to merge them under one cohesive umbrella.

Customer Experience 52

Customer Experience Customer centricity Marketing Feedback 52

Skybridge

APRIL 26, 2022

“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom. But I’d also like to add a few thoughts about the ever-increasing importance of the customer care agent.

Customer Care 52

Customer Care Feedback Customer centricity Best practices 52

Beyond Philosophy

SEPTEMBER 11, 2014

They have stated publicly they want to be the “ Earth’s most customer centric company. ” How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They communicate well. They are easy to use. They have high-quality touch points. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

Skybridge

MAY 25, 2021

Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Leverage inbound calls as a critical customer retention channel.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. When the topic of customer service comes up, the most common associations aren’t typically positive ones. Read Shep’s latest Forbes Article: Amazon And Walmart Take On Porch Pirates.

Customer Service 211

Customer Service Customer centricity Enterprise Personalization 211

Skybridge

MARCH 9, 2021

For most, this will lead to some serious decisions about what it will take to win back lost customers, win over new ones, and retain them all. In the first part of this series, we explored three ways to innovate the customer experience. 2) Engage cross-functional teams to design and deliver the customer-centric vision .

Customer centricity 52

Customer centricity Contact Center Call center experience Consulting 52

Skybridge

SEPTEMBER 24, 2020

A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience. Long considered one of the “squishier” performance goals, CX has grown in importance among customer-centric brands.

Customer centricity 52

Customer centricity Analytics Feedback Sales 52

Skybridge

SEPTEMBER 22, 2020

Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And while many brands – even stable, highly successful ones – have responded admirably, they have also struggled to truly understand what this all means for the customer journey. They fluctuated.

Customer centricity 52

Customer centricity Customer Care Marketing Customer Experience 52

Nicereply

MARCH 23, 2021

Subscribe to his blog for great knowledge about elevating your customer service strategy. John R Patterson – Speaker, Author, Customer Service and Leadership Consultant, John is generous with sharing great articles from a wide variety of writers on his Twitter feed. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

JustCall

APRIL 19, 2023

For instance, delivering excellent customer experience is one of the aspects of this blueprint for success. In this article, we’ll cover the other aspects of this blueprint for success, which helps differentiate successful businesses from the rest. This feature enables customer care executives to function as a close-knit group.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s why you need to know how to improve customer service using social media. Here are my top five picks from last week.

Customer Service 293

Customer Service Customer Care Customer centricity Finance 293

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The True Costs of Bad Customer Experience Management by Brittany Hodak. It validates that you’ve done well for your customers.

Customer Service 176

Customer Service Customer centricity Customer Experience Customer Care 176

Beyond Philosophy

SEPTEMBER 11, 2014

They have stated publicly they want to be the “ Earth’s most customer centric company. ”. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 Customer Experience Trends 2013: Amazon Claims Top Position. They communicate well.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

ClearAction

NOVEMBER 2, 2017

Harnessed handoff silos are a perfect indicator of profitable customer-centricity. 1) Customer-Centric Job Descriptions. It all starts with each employee seeing their role in terms of “why should customers pay for my work?” For each responsibility, ask “why should customers care?”

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

Skybridge

JUNE 3, 2020

To keep up market demands and rebuild robust, positive CX, Rimer suggests that customer-centric organizations will now need to “relearn the shifting needs of their customers.”. As I read her piece, I saw her recommendations as smart, useful rules for all customer-centric companies who are committed to moving forward.

B2B 52

B2B Customer centricity Surveys Best practices 52

Skybridge

SEPTEMBER 2, 2020

For any senior leader going through that exercise, I strongly recommend reading this well thought-through article by Daniel Newman for Forbes. You can read his article below. Getting into a customer-centric huddle is not enough. READ the entire article here > -Bobby Matthews. Skybridge Americas.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

ClearAction

APRIL 19, 2017

10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. “Centric” is misunderstood.

Customer Experience 71

Customer Experience Morale Customer centricity CRM 71

Global Response

FEBRUARY 26, 2024

And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving your customer service sets your company apart from competitors and improves your bottom line. Understanding customer service excellence The first step is to truly understand what makes excellent customer service.

Call Center 62

Call Center Customer Service outsourcing CRM 62

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Customer Service KPI #2 – FCR (First Contact Resolution).

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95