Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. How are they approaching customer issues? Are they on the same page? One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth. One-company executive leadership: The key questions.

Are Smart Things Really Smart or is it Just Smart Marketing?

C3Centricity

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” So this week I wanted to write about the impact of smart choices for business in general.

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Welcome, Governments, to the Age of the Customer

1 to 1

For those who--despite the healthcare.gov customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. Both customer experience (CX) disasters have highlighted a hard lesson for governments: The same technologies that empower customers in the private sector also allow the people to control the public narrative.

Are Smart Things Really Smart?

C3Centricity

Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. The post Are Smart Things Really Smart?

Why to Apply The Servant Leadership Approach in Customer Service?

Provide Support

Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. No surprise, these days we often hear that customer experience is the new competitive battlefield.

8 Key Customer Service Skills All Call Centers Need to Succeed

Win the Customer

To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day.

Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – theage of the customer’.

Who Needs Customer Experience Certifications?

1 to 1

We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. Their skills and expertise are in demand, and at Forrester Research, we expect customer experience to continue its maturation into a full-fledged profession. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

How to build customer trust: 4 things to start doing today

Zendesk

In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. And 83 percent of consumers say they will not do business with brands they don’t trust.

Here’s why the experts think empathy is the key to customer engagement

Comm100

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – theage of the customer’.

Five Keys To Driving Voice of the Customer Success

CX Accelerator

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

The Innovative Tool That's Transforming Customer Experience Training

1 to 1

Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience.

Are You Giving Your Customers What They Really Need?

Chip Bell

My wife is an educator; actually, she is a graduate school professor of educational leadership. She recently mentioned a powerful quote by revered educator, author and speaker Nicholas Ferroni that got me thinking about customers. What is the customer-centric version of that quote? Customers who feel loved come to your business to get a great service experience; customers who aren’t loved come to your business to get a great customer experience.

12 Reasons to Invest More in Customer Experience

PeopleMetrics

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?

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Customer Experience Rooms: What Are They? Should Your Company Create One?

1 to 1

In the age of the customer, companies must transform their cultures from product-centric to customer-centric. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

5 Necessities of an Effective Closed-Loop Customer Feedback Program

PeopleMetrics

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. These automatic notifications are a core element in a closed-loop customer feedback system.

Employee Empowerment is Vital to CX Success

Confirmit

The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. We sometimes forget, though, that it’s not the “company” delivering the experience to the customer, it’s the company’s employees.

Why You Need Customer Support Software (and How to Get it for Free)

Comm100

In today’s digital world, power rests with the consumer. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience.

Make the most of every customer interaction with the Engagement OS

Inside Intercom

This ability to shift models, create product lines, and push them out to customers rapidly has changed everything. Which makes customer experience (CX) the most important differentiator and success factor your business has. So, let me cut right to the point. The answer?

What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services.

The Breadth of Customer Insight

CX Journey

Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. analytics big data customer experience data insight

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How B2B Companies Become Customer Experience Leaders

CX Journey

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? What's the strategy? B2B customer experience

CX 48

It’s Time for a Little Relationship Advice

SugarCRM

It’s a tale you’ve heard before with the message of caveat emptor. Everything starts fine, the whole thing seems like a promising partnership between you and your chosen CRM vendor. But…the more you learn, the more flaws you find, flaws th at you can’t stand.

10 Contact Center Technologies You Need to Know

Fonolo

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. Handpicked related content for you: Top Customer Service Conferences in 2020. Expectation are on the Rise.

How to Build and Maintain Digital Customer Relationships

Provide Support

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Below are a few of such steps. When people have a less-than-favorable online experience, they fault the company immediately.