Banking Case Study Customer centricity Customer Service 
ShepHyken
JANUARY 7, 2024
Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. And it not only supports the customer, but also the customer service agent.
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
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CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Beyond Philosophy
SEPTEMBER 15, 2015
For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. And the proof is in the NPS data.
Fonolo
JANUARY 22, 2020
Wondering what customer service or contact center conference to attend in 2020? Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Chief Customer Officers USA, Atlanta. Customer Contact East, Ft.
Lumoa
DECEMBER 19, 2023
AI-driven sentiment analysis can assess whether a brand’s messaging aligns with customer perceptions. This alignment check empowers companies to refine their communication strategies, adopt a customer-centric approach, and cultivate a brand image that genuinely connects with its audience.
delighted
SEPTEMBER 8, 2021
We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Very important.
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