Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Their investors maybe don’t feel the same way. Apple says that privacy is a human right.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Maersk wanted their customers to feel they could trust Maersk, that the company cared for them, and be pleased with Maersk’s service.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

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. My paradigm example is, or was, MBNA America.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

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! But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are often the most memorable.

Customer Service 354

Customer Service Customer centricity Construction Customer Experience 354

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. Profits from loyal customers are a company’s most valuable asset. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. Here are 2 ways of achieving successful onboarding .

SaaS 177

SaaS Customer Experience B2B Feedback 177

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. And over the last few years, we’ve watched the team over at Centricity completely transform the way they work. That’s right – one of our very own customers is our October brand crush.

Analytics 128

Analytics Coaching Contact Center Metrics 128

Beyond Philosophy

OCTOBER 2, 2017

The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. This is a classic example of companies blaming other people for their own failure to focus on what customers want. And it happens in everyday customer interactions.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ProProfs Blog

MARCH 6, 2020

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . And how to measure customer satisfaction score ?

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer centricity 273

Customer centricity Journey mapping Consulting Consulting 273

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Customer Service 238

Customer Service Customer centricity Customer Experience Metrics 238

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

Journey mapping 239

Journey mapping Customer Service Customer centricity Customer Experience 239

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Here are my top five picks from last week.

Customer Service 222

Customer Service Customer centricity Self service Customer Care 222

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. She has supported many listed B2B companies, such as Kone, Wärtsilä and Ruukki in customer experience.

B2B 83

B2B Customer Experience Customer centricity Consulting 83

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? Stop asking for feedback on every transaction Consider how many transactions a customer has throughout their day.

Customer centricity 48

Customer centricity Surveys Feedback Finance 48

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

TeamSupport

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Customer Support 105

Customer Support Analytics Upselling Customer centricity 105

Peter Lavers

JULY 17, 2017

I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Product-centric business models are dying. We wrote this because we foresaw sectors reverting to short termism and indiscriminate cost cutting – and we were right! Trust has been eroded.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? Probably not! Did you know?

Surveys 146

Surveys Feedback Metrics Customer retention 146

TechSee

NOVEMBER 26, 2020

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has come a long way from its science-fiction origins. Field service providers are rapidly incorporating AR technology into their customer service and support capabilities. Appointment centric.

Management 109

Management Automotive Accountability Self service 109

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Rally employees around the customer experience.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

TechSee

MAY 26, 2020

Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers. Adapting field service metrics to remote support.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

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? Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? If your organization doesn’t have a customer-oriented culture right now doesn’t mean you can’t create one over time.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Here are some of the secrets to customer service success that the panelists revealed: Strategy is key.

Customer Service 52

Customer Service Banking Consulting Consulting 52

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

iCiDIGITAL

AUGUST 23, 2018

That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences. On the analytics team, we improve the functionality of tools like Adobe Analytics and Adobe Target and increase the value they drive for our clients and their customers. 3 Ways to Get Better Data.

Analytics 136

Analytics Personalization Marketing Technology 136

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year.

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71