Heart of the Customer

SEPTEMBER 24, 2020

The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels. The post Don’t Just Drive CX Success, Sustain It appeared first on Heart of the Customer. We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! It can […].

CX 103

CX Customer Experience 103

Zendesk

DECEMBER 7, 2022

Companies that have performed a sustainability audit probably know how much power the office consumes. But when much of their workforce is remote, how can they evaluate their sustainability programs? But many companies found the idea of trying to evaluate remote work sustainability overwhelming. It’s complicated.

Start-ups 52

Start-ups Technology Technology 52

CX Network

JANUARY 17, 2022

Learn from sustainability expert Michael Stausholm on building authentic, customer-centric sustainability practices.

97

97

Customer Think

NOVEMBER 24, 2022

If a retail company falls down on its sustainability pledge and no one notices, has it still failed to be sustainable? Regardless of the answer, the cost of doing nothing would likely be higher than doing something.

Retail 64

Retail Customer Loyalty 64

MyCustomer Experience

MAY 24, 2023

Supply chain sustainability is a top priority. In Forrester’s analysis of the Fortune Global 200 companies, 61% of the surveyed enterprises. 24th May 2023 By Forrester Independent research and advisory firm

52

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Customer Think

AUGUST 4, 2023

Introduction: As the world grapples with the pressing challenges of climate change and environmental sustainability, businesses and communities in the Asia Pacific region have turned their attention to emerging technologies that can drive positive impact.

AI 98

AI Technology Technology 98

Beyond Philosophy

OCTOBER 5, 2018

The post Creating and Sustaining a Customer Centric Culture appeared first on. Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!

Customer Experience 123

Customer Experience 123

CX Network

MAY 31, 2023

Find out how H&M and Boden have embraced a digital CX approach to improve customer experiences and sustainability concerns within the fashion industry

CX 52

CX Customer Experience 52

Zendesk

JANUARY 4, 2023

Setting science-based targets combats greenwashing , a practice where companies pretend to be environmentally friendly but actually do nothing to improve their sustainability efforts. Companies are also getting the memo that employees, customers, partners, and markets prefer sustainable companies.

Manufacturing 52

Manufacturing Construction Finance Start-ups 52

CX Network

SEPTEMBER 14, 2021

Companies need to be authentic with their sustainability efforts in order to meet customer expectations.

Customer Expectations 52

Customer Expectations 52

CX Network

OCTOBER 5, 2021

Customer engagement trends suggest that companies must become more sustainable or risk losing market share.

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Uplifting Service

JUNE 2, 2023

Watch the video to discover my PROVEN 6-step process for building a self-sustaining culture of service excellence. The post What It REALLY Takes to Sustain Service Excellence appeared first on Ron Kaufman. VideoPosts #ServiceImprovement #BestPractices Join the community and receive free resources, ideas, and invitations.

Education 40

Education Start-ups Customer Service Customer Experience 40

CX Network

NOVEMBER 24, 2021

Three sustainability parameters your company should integrate into its customer centric culture.

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Customer Think

JUNE 26, 2023

Feeling the pinch of inflation, and under the shadow of a potential recession, experts expect consumers will focus more on value in 2023. In response, brands may be tempted to fine-tune their loyalty programs to put a greater emphasis on short-term discounts and promotions.

Customer Loyalty 52

Customer Loyalty 52

Customer Think

MARCH 1, 2023

In the early 2000s, McDonald’s was facing declining sales and customer satisfaction due to increased competition from other fast food chains and changing consumer preferences. To turn the business around, McDonald’s management held a series of meetings with its franchisees to listen to their concerns, empathize and gather their input.

Business Growth 78

Business Growth Customer Satisfaction Sales Customer Loyalty 78

Hodusoft

JULY 19, 2021

A few years back, no one could have wondered about working from home for a sustained period. Building customer value through sustained effort. Driving home the point of building customer value through sustained effort HoduSoft laid down its core guiding principle of partnering customers in their growth over profitability.

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SugarCRM

JULY 26, 2021

For aged care service providers in Australia and across the world, it is an opportunity where they can invest in research, development, and innovation, to offer sustainable and high quality care services and experiences to consumers who need them. . So, what would separate an average and a good and sustainable aged care?

Omnichannel 45

Omnichannel Healthcare CRM Innovation 45

Customer Think

NOVEMBER 23, 2021

Keeping a customer is so much cheaper than acquiring a new one- a discussion for eCommerce Customer trust precedes loyalty. You must engage your customers first, provide them top-notch service, and make sure always to offer additional value with your products.

Customer Loyalty 130

Customer Loyalty 130

Help Scout

AUGUST 22, 2023

Why is happiness at work viewed as a distant outcome rather than an enduring prerequisite? It shouldn't be. Read the full article

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Execs In The Know

APRIL 14, 2024

The company, recognized by Fast Company as one of the Most Innovative Companies, focuses on creating high-quality, sustainable play products that grow with your child. Sustainability and Ethical Practices at the Core One of the most compelling aspects discussed is Lovevery’s commitment to ethical manufacturing and sustainability.

Customer Experience 52

Customer Experience Manufacturing Innovation Education 52

Uplifting Service

OCTOBER 19, 2022

The post How to Build a Sustainable Advantage with Service Innovation appeared first on Ron Kaufman. Whether it’s an external customer, somebody inside your department or your organization, an internal service colleague, creating more value day by day. . That’s uplifting your service.

Innovation 40

Innovation Entertainment Technology Technology 40

Customer Think

APRIL 23, 2021

It’s no secret that the past year has caused seismic shifts in how we approach nearly all facets of life — including how we shop. Whether it involves a simple grocery trip or the average shopping errand, our tendencies as consumers are more volatile than ever. This fragility has forced brands to ask themselves, “Do […].

Customer Loyalty 99

Customer Loyalty 99

Customer Think

DECEMBER 16, 2023

Business growth is a cornerstone of entrepreneurial success, an ambition visionaries and pragmatists share. In navigating the dynamic terrain of commerce, it’s crucial to employ strategies that drive your venture forward and ensure its longevity and relevance.

Actionable Insights 59

Actionable Insights Business Growth Customer Experience 59

Adrian Swinscoe

DECEMBER 11, 2023

As things stand, the status quo doesn’t look sustainable. The contact center space is under a lot of pressure right now. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience Contact Center Artificial Intelligence Innovation 147

Knowmax

SEPTEMBER 17, 2020

[Webinar] Connected Customer Experience-A Catalyst For Sustained Growth.

Customer Experience 52

Customer Experience 52

Customer Think

FEBRUARY 10, 2023

The customer-centric movement that defined transformative business models over the past decade shows no signs of stopping. Even in a tough economy, most brands remain committed to improving the customer experience (CX) and emphasizing retention.

CX 75

CX Customer Experience Contact Center Technology 75

Customer Think

JULY 21, 2023

The metaverse holds the promise of substantial reductions in carbon emissions, whether through the substitution of physical goods with digital ones, replacing real-world presence with virtual interactions, or digital twins that will help us optimise the physical world — from the planet to individual humans.

Technology 97

Technology Technology 97

Help Scout

AUGUST 22, 2023

In this comprehensive guide, we explore what customer acquisition cost (CAC) is, why it’s important, how to calculate it, and strategies to improve it. Read the full article

Customer Acquisition 40

Customer Acquisition 40

Kate Nasser

JUNE 10, 2015

Sustaining employee morale in adversity - what must leaders do? The post Sustaining Employee Morale in Adversity: JOIN #Peopleskills Chat June 14 appeared first on KateNasser.com. JOIN The People Skills Coach™ for #Peopleskills Twitter chat 6/14 10amEDT. | | Leadership.

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Customer Think

JULY 17, 2023

I originally wrote this article for Forbes. It appeared on their site on April 26, 2023. Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy.

Customer Loyalty 52

Customer Loyalty 52

Totango

APRIL 4, 2024

While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. We need sustainable growth. This is what businesses need to survive in today’s environment. Who isn’t?

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Customer Think

SEPTEMBER 22, 2021

Regardless of their relentless efforts, brands across industries suffer from churn problems in today’s competitive world. As shown in the image below, one of the major reasons why customers leave the company turns out to be poor customer service. What is wrong with customer service today?

Customer Service 84

Customer Service Customer Loyalty 84

Beyond Philosophy

AUGUST 13, 2015

The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Engineering 111

Engineering Education CEM Customer Satisfaction 111

Customer Think

SEPTEMBER 26, 2023

In the fast-paced world of today, innovation is not just a buzzword but a necessity for survival and growth.

Innovation 64

Innovation 64

Customer Think

DECEMBER 27, 2022

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 back-to-back half-hour meetings. He explained that this started during the early part of the pandemic, and by 4 pm, he was absolut.

Technology 72

Technology Technology 72

cxservice360

APRIL 24, 2024

Optimizing productivity is crucial for maintaining competitiveness and attaining sustainable growth in today’s fast-paced business world. Service automation is an effective technology that companies may The post 5 Ways Service Automation Can Supercharge Your Business Productivity appeared first on CXService360.

Technology 52

Technology Technology 52