TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Next, you need a champion.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Satrix Solutions

MARCH 26, 2018

Here’s our interview with Leo Marthe, Director of Customer Success, on how the company has been able to achieve VoC success. Evan Klein: Command Alkon is intensely focused on creating a customer-centric culture. This has had a significant impact on the customer experience and employee engagement at Command Alkon.

Customer centricity 79

Customer centricity Feedback Surveys Employee engagement 79

Beyond Philosophy

JUNE 28, 2017

Or, as Apple puts it, the new port “integrates data transfer, charging, and video output in a single connector, delivering up to 40Gb/s of throughput for twice the bandwidth of Thunderbolt 2.”. As Coke learned over 30 years ago, different is not always what the customer wants. Consider Your Customers. Share your thoughts below.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

Beyond Philosophy

JULY 19, 2018

But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. Of course, not all organizations are customer-centric and yes, some take the self-serving default too far and it hurts their experience.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Customer Guru

APRIL 10, 2018

Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. Given this understanding, how can we be customer-centric?

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

OCTOBER 2, 2017

Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company. Are You Competition Obsessed?

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

AUGUST 17, 2023

Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! In many ways, anticipating what a customer will do saves time.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Customer Guru

JANUARY 3, 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 83

Consulting Consulting Customer Service Customer centricity 83

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Beyond Philosophy

NOVEMBER 19, 2014

Sainsbury executives wanted to tell this story with as much historical accuracy as possible as they explain in their “ Making of our Christmas Ad ” video. They paid attention to specific details that were mentioned in the journals and letters of those who were there, 100 years ago this year. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

ShepHyken

MARCH 18, 2022

Travis Kalanick’s leadership came into question quite often after videos of him arguing with a driver were released. One last point here about the behaviors you get – especially as we think about the behaviors required in a customer-centric culture. Not sure about the negative impact leaders have on the organization?

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

Beyond Philosophy

NOVEMBER 11, 2014

Check out the video: I really love this video as it just shows the extent to which we are driven on autopilot by our habits (literally in this case). We know that we are, in the well-worn phrase, ‘creatures of habit.’

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

APRIL 17, 2017

You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched. 7 Reasons to Focus on Customer Value. Why Management Ignores Customers – and 7 Ways to Fix It.

Airlines 276

Airlines Customer centricity Consulting Consulting 276

Beyond Philosophy

NOVEMBER 19, 2020

However, he believes that the future of Customer Experience is the fusion of the two. An example of what he means is the platform Twitch, where people play video games while recording it and then show it to other people. The critical experience of Twitch is the social interactions that people have watching somebody play a video game.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

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

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

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Start with: CSM Mastermind: Sharing Customer Feedback Effectively.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Beyond Philosophy

JUNE 4, 2015

In this video presented by Google, Macy’s executives explain how they moved from two separate budgets and siloed departments to complete integration. If you didn’t take the time to watch the video, the summary is this: They learned that Macy’s.com was driving the total of their business. One of the success stories, the Inc.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

NOVEMBER 4, 2014

BusinessInsider.com just posted a great video that demonstrates this concept. We are naturally predisposed to follow a racetrack course of the supermarket. That means that our subconscious mind automatically sends us up and down the aisles at the grocery store. If you would like to follow Beyond Philosophy click here.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

OCTOBER 29, 2014

Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that?

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JANUARY 5, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! So it was up to me to get the team comfortable hopping around the garden providing a customer-centric experience. The post The Five Rules Guaranteed to Make You an Effective Leader appeared first on CX Consulting.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

JUNE 22, 2016

When you listen to this video, what I find most interesting here is that no matter where the person was from, his or her gender, or whether they were for or against it, nearly all of them talk about things that will be lost if they stay in the EU or leave it. 3 Common Ways Customers Make Decisions. Why We Hate Losing.

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

Satrix Solutions

DECEMBER 1, 2020

In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions, and Steve Bernstein, CEO and Founder of Waypoint , discuss key ingredients for maturing your customer-centric culture. Read the transcript or watch the video for their responses. Heather Timney. Steve Bernstein.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 98

Journey mapping Best practices Consulting Consulting 98

CSM Magazine

OCTOBER 10, 2022

It was the service technician working on my car who had sent me a link to a video regarding my vehicle. This simple video enabled three things. Andrea Belk Olson is a keynote speaker, author, differentiation strategist, behavioral scientist, and customer-centricity expert.

Customer Experience 52

Customer Experience Advertising Customer centricity Consulting 52

TechSee

NOVEMBER 20, 2018

There are two complementary trends in the market today that, together, have the power to significantly reduce truck rolls across a wide range of industries, such as telecom, utilities, consumer electronics, and more. Predictive support through data analytics. Remote visual resolution through live streaming video and augmented reality.

Technology 153

Technology Analytics Enterprise Technical Support 153

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. Telephony remains the dominant channel for customer engagement, but digital channels like web chat, messaging, video and social media are gaining favor.

Contact Center 78

Contact Center contact center solutions B2C Customer centricity 78

ChurnZero

MAY 3, 2022

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Customer Success Career (playlist) : Tips for getting hired, then hiring your own team.

Journey mapping 52

Journey mapping Customer centricity SaaS Education 52

Quadient

JANUARY 21, 2022

Here are some steps insurers must take to succeed when adopting a customer-centric approach that will increase customer engagement. . The first step in customer engagement is knowing your customer. Understanding your customer requires having a full picture of who they are and what they need. .

Customer Experience 52

Customer Experience Journey mapping Entertainment Customer centricity 52

NobelBiz

JANUARY 16, 2024

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

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

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

DECEMBER 5, 2017

Customer service will continue to be heavily impacted by upcoming technology and companies will need to evaluate how to leverage technology to enable quick wins while determining the right balance of human interaction and automation. The use of video will continue to evolve in the customer service space. About the Author.

Customer Service 80

Customer Service Gamification Self service CRM 80

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates provide the most effortless and personalized omnichannel technology to companies looking to revolutionize customer communications in their industry.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations.

Education 88

Education Healthcare Scripts Customer centricity 88

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. Instructor: Rick Adams , Author, Trainer, Consultant and Business Owner, Practical CSM. Onboarding and Adoption Best Practices for Customer Success Management.

Journey mapping 52

Journey mapping Best practices Consulting Consulting 52