Steve DiGioia

DECEMBER 5, 2016

., an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. delivers global workshops on delivering the ultimate customer service experience.

Customer Service 263

Customer Service Customer Experience Customer centricity Metrics 263

CX Global Media

DECEMBER 28, 2017

He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out.

Contact Center 159

Contact Center Customer centricity Customer effort Customer Experience 159

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 Service 98

Customer Service Customer Experience Consulting Consulting 98

C Space

OCTOBER 8, 2021

ATB Financial won the Customer Relationships Award which is given to a project or program that combines insight and relationship design to drive a customer-centric outcome. ATB overhauled its mobile and web banking to provide customer-centric solutions. C Space is a part of the Interbrand Group.

Customer centricity 69

Customer centricity Banking Marketing Feedback 69

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Customer Service Consulting 115

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

CSM Practice

SEPTEMBER 15, 2019

Ensuring customer success will require turning the entire business around to be customer-centric. Regardless of company size, the customer-friendly mindset must be spread across all departments as it is crucial to customer retention and long-term relationships. 3) Workshops.

Accountability 45

Accountability Customer centricity Upselling Metrics 45

Natalie Petouhof

AUGUST 15, 2022

To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: Change management is where most CX programs falter, because they fail to follow a deliberate change management process. Build the desire for change.

Customer Experience 52

Customer Experience Customer centricity Chatbots Management 52

360Connext

FEBRUARY 12, 2018

I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations. In fact, offering education to customers and employees is a direct way you can influence the customer experience. And everyone should have the options to choose learning paths that work for them as individuals.

Customer Experience 88

Customer Experience Education Customer centricity Scripts 88

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices Customer centricity 72

ClearAction

OCTOBER 10, 2017

.” My commentary: A roadshow is a great way to build shared interpretations of customer insights. Cross-functional action planning workshops are one of the most powerful things you can do to inject customer-centricity into your culture, and simultaneously broker significant changes that your whole customer base will reward.

Customer Experience 83

Customer Experience B2B Customer advocacy Customer centricity 83

The Petrova Experience

NOVEMBER 1, 2022

This includes consulting on how to design the culture-driven office and how to create and maintain spaces and experiences for highly effective, purpose-driven teams. Organizational culture is not a one-off workshop, or an inspiring presentation. But that culture itself needs to be sustained. It is not a set of motivational words.

Surveys 52

Surveys Consulting Consulting Personalization 52

GetFeedback

DECEMBER 2, 2019

Losing that 3% of customers who spend 15% more than other customers may mean millions of dollars in many industries. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business. Understand and track your CSAT score .

Benchmark 78

Benchmark Customer Experience Metrics Journey mapping 78

ClearAction

DECEMBER 31, 2017

If not, show them how to revise their job description (or department charter) in terms of “why are customers funding this?”. When everyone is viewing their work in the context of why customers care enough to fund it, hearts and minds will get in-sync with customers. (3) What is Customer Experience Value Creation? (4-point

Customer Experience 54

Customer Experience Morale Surveys Customer centricity 54

CX Journey

SEPTEMBER 8, 2016

Take a look at major tasks that you want to map, conduct mapping workshops, talk to employees about the steps they go through to do each task, and identify key moments of truth. I conducted an employee journey mapping workshop for a small retailer. I'm glad they stayed as long as they did.

Customer Experience 49

Customer Experience Journey mapping Feedback Surveys 49

SmartKarrot

FEBRUARY 15, 2022

Following him would help customer-facing executives offer contextual support, which is critical for a better customer experience. Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Adrian Swinscoe. Annette Franz. Bruce Temkin.

Customer Service 10

Customer Service Customer centricity Customer Experience Consulting 10

GetFeedback

AUGUST 14, 2019

But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. Customers and their experiences are complex and nuanced, so there’s no perfect metric. So consider CSAT as one of many tools available to help you improve your customer’s experience. .

Metrics 109

Metrics Journey mapping Customer Experience Surveys 109

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Customer Experience 135

Customer Experience Metrics Feedback Customer effort 135

ClearAction

OCTOBER 2, 2017

13) Root Cause Analysis : asking “why” 5 times about the reasons your company causes a symptom observed by customers is the surest path to preventing recurrence of the symptom. 14) SIPOC / COPIS : Suppliers create Inputs to your Process which produces Outputs that Customers experience.

Customer Experience 78

Customer Experience Journey mapping Customer centricity Management 78

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success.

Customer Experience 92

Customer Experience Feedback Surveys Journey mapping 92

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 20

Chief Customer Officer SaaS Customer centricity Customer Experience 20

SmartKarrot

FEBRUARY 3, 2021

Collaborate with Consulting, Support and Engineering teams through proactive engagement on product and support related issues. Be a Customer Success Champion to evangelize customer-centricity within Camunda, thereby increasing retention outcomes, customer experience and loyalty.

Customer centricity 10

Customer centricity SaaS Feedback Management 10

SmartKarrot

JUNE 11, 2021

In this list, you set a rundown of some stellar customer success certification so you can choose which is right for you. Best Customer Success Certifications 2021. SuccessHacker Certifications and Training Workshops. The course is led by trainers who have 60+ years of combined experience in the customer success space.

SaaS 18

SaaS Best practices Metrics Management 18

SmartKarrot

JANUARY 11, 2021

Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Drive activation and retention of customers at all times. Ensure client expectations are exceeded!

Upselling 10

Upselling Customer centricity Benchmark Management 10

SmartKarrot

MAY 28, 2021

It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships.

Customer Experience 10

Customer Experience SaaS Customer retention Customer centricity 10