CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. Why is customer service a problematic aspect of the legal industry?

Customer centricity 52

Customer centricity Technology Chatbots Education 52

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Simplicity is part of the reason that Netflix has fared better in NPS trends than cable companies.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI).

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Lumoa

APRIL 6, 2023

In this article, Here are some practical tips to ensure that your CX initiatives successfully build strong relationships with customers. This means that everyone in the company is a critical component of customer experience, whether they work in support, sales, marketing, or any other department. The answer is simple: Everyone.

Customer Experience 83

Customer Experience Customer centricity Analytics Consulting 83

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

SEPTEMBER 21, 2016

First there was a Harvard study showing that guests with African-American names were 16 percent less likely to successfully book a rental on the website. Airbnb undertook a thorough review of its operations, consulting with high profile experts and civil rights organizations. But it also obtained input from hosts and guests.

Consulting 419

Consulting Consulting Customer centricity Engineering 419

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell. February 2006.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

NOVEMBER 11, 2014

One study from Duke University estimated that habits shape 45 percent of the choices we make every day, not conscious decision making as you might have thought. This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. Customer Service Experts, Writers, Consultants, and Influencers.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Here are four of them, building from an architectural base.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

OCTOBER 29, 2014

Some studies suggest that losses are twice as powerful, psychologically, as gains… Note that whether a transaction is framed as a loss or as a gain is very important to this calculation: would you rather get a $5 discount, or avoid a $5 surcharge? The same change in price framed differently has a significant effect on consumer behavior….

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Marketing 231

Marketing Engineering Consulting Consulting 231

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Joe Rice, CX Technology and Vendor Expert and Consultant. Rod Jones, Industry Pioneer and Consultant.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Beyond Philosophy

NOVEMBER 24, 2022

Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s a customer-centric answer, and we know how critical customer-centricity is.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

JUNE 14, 2016

While most (64%) of the 193 companies with $500M, or more, in revenues included in the Temkin Group study said they think they are “good” at collecting and calculating CX metrics, a number of problems facing these programs were cited: – Limited visibility of CX metrics across the organization (58%). Poor communication of CX metrics (41%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., It’s experience lagniappe.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 4, 2014

This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study. The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. www.winepleasures.com. 29 July 2011. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

DECEMBER 5, 2016

In an exploding Newtonian way, any small ripple in reputation change (such as through a product recall, operating scandal, or executive miscue), brand performance or customer service can have a tsunami type effect. Studies have found that employees are often less than enthusiastic about their employers and the goods they produce.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

Toister Performance Solutions

SEPTEMBER 28, 2017

Bruce Belfiore and his guests cover a wealth of topics related to contact center customer service and experience. Belfiore is the CEO and Senior Research Analyst at BenchmarkPortal, and he makes his living studying contact centers. Both are accomplished experts and consultants who frequently supply their own numerous insights.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

Beyond Philosophy

JUNE 27, 2016

In the online dating studies , researchers first tested the effect of postural expansiveness on speed dating success. In a separate study, researchers had six subjects each prepare two profiles for a popular online dating application. Register now for my next webinar: 5 Steps For An Effective, Customer Centric, Digital Transformation.

Customer centricity 282

Customer centricity Consulting Consulting Personalization 282

Beyond Philosophy

NOVEMBER 28, 2017

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. TD Bank’s “Bank Human Again” marketing campaign. Experience lagniappe is out there.

B2C 207

B2C Banking B2B Customer advocacy 207

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link].

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e.,

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. What’s true for customer attitudes relative to behavior can also be applied to employees. Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ProProfs Blog

OCTOBER 31, 2018

Lastly, although price and quality remain to be the top reasons why consumers purchase, the study also shows that 73% of consumers consider positive experience as a key driver for brand loyalty. Challenges of Customer Experience Marketing. blogs, product descriptions). Create relevant content. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Beyond Philosophy

MAY 31, 2016

Industrial psychologists and organizational behaviorists have been studying employee satisfaction for more than 30 years. Customer Centric Employee Engagement. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. appeared first on.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Nicereply

APRIL 21, 2022

Updating videos is essential from a customer-centric point of view and for your website’s SEO. For instructional videos , make sure you consult the product design team. For troubleshooting videos dealing with software issues, consult your tech team and web designing team, and so forth. Write a simple script.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. In the U.S., The post Loyalty Programs!?! appeared first on.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Nicereply

SEPTEMBER 8, 2022

The ‘The Employee Experience Index’ study by IBM Smarter Workforce Institute defines employee experience as: “A set of perceptions that employees have about their experiences at work in response to their interactions with the organization.”. 74% have improved their ability to best serve customers. Increased efficiency and engagement.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

Upstream Works

SEPTEMBER 15, 2021

Omnichannel provides businesses with unprecedented capabilities to become truly customer-centric, finally putting agents on a level playing field with customers. A major issue in the contact center is the inability to properly manage their customer data. Here are three building blocks to help you get started.

Contact Center 78

Contact Center contact center solutions B2C Customer centricity 78