ClearAction

DECEMBER 13, 2017

Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. Customer-facing employees are only as effective as the rest of the company enables them to be. 1) Define the process (6-10 manageable steps).

Customer centricity 54

Customer centricity Customer Experience Consulting Consulting 54

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Just 30 percent of customers agree.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] How is this applicable to Customer Experience?

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. It requires ongoing effort and commitment. Without further ado: 1.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! As I often tell my audiences, I am blessed and cursed. So I shouldn’t complain.

Customer centricity 304

Customer centricity Consulting Consulting Scripts 304

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

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 480

Consulting Consulting Marketing Customer Experience 480

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. Customers will certainly agree that actions speak louder than words.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? HorizonCX offers a free CX maturity assessment here: [link].

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

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., when making decisions.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. In fact, when customers have too many choices, they often become confused and dissatisfied. The seminal study on this was conducted in 1995, using a display of jam jars in a grocery store.

Consulting 274

Consulting Consulting Customer centricity Sales 274

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior. Study #1: Punitive Consequences Encourage Deception.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. 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.,

Banking 383

Banking Telecommunications Consulting Consulting 383

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. Experience lagniappe is out there.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

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

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMSWire) When it comes to customer service, we call it context and nothing is more important to critical thinking. by Beverley Stag.

Construction 229

Construction Customer Service Feedback Customer retention 229

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Customer experience is the main differentiator for brands today.

Customer Experience 71

Customer Experience Education Government Customer centricity 71

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 215

Customer Service Automotive Feedback Customer centricity 215

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

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

DECEMBER 5, 2016

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. Studies have found that employees are often less than enthusiastic about their employers and the goods they produce.

Brand ambassadors 248

Brand ambassadors Customer centricity Banking Consulting 248

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Follow Annette on LinkedIn 2.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Value Creation? Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Customers hold the purse strings.

Customer Experience 73

Customer Experience Journey mapping Airlines Construction 73

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Customer Centric Employee Engagement. Which came first, cowboys or saloons?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

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 Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

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

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

JivoChat

AUGUST 18, 2021

Businesses that seek to improve customer experience (CX) are poised for success. This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. Customer experience comes into play along each step of the customer journey.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

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. According to studies, it has now become the ’70/20/10 rule’, where 10% of Internet users are posting, and 20% are commenting.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170