VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

The Customer Service Blog

SEPTEMBER 28, 2021

Are customers getting too powerful? Has social media damaged the relationship between seller and customer? Are companies paying too much attention to their customers, and not enough attention to other stakeholders, such as employees? And should businesses reject the old maxim of “the customer is always right"?

Social Media 52

Social Media Customer Relationship Retail Customer Loyalty 52

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Stopping to get a tank of gas an a snack may not seem like an experience to obsess about, but at QuikTrip , it is their obsession. It impacts the experiences and the loyalties of your customers.

Social Media 102

Social Media Sales CX Customer Experience 102

Intercom, Inc.

DECEMBER 21, 2020

We adapted quickly to working from home, launching groundbreaking new features to supercharge our conversational support and customer engagement tools. We all know that customer expectations are higher than ever – increasing pressure on support teams to provide a great customer experience, while remaining efficient and not burning out.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

ClientSuccess

JANUARY 25, 2021

For most customer success departments, the internal department you work closest with and most often is definitely sales. This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more.

Customer Retention 81

Customer Retention Sales 81

Shep Hyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Here are four areas that help to deliver a total customer experience. .

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

Steven Van Belleghem

MAY 3, 2022

And as always, I wanted to write down my top insights here on my blog as well: Going above and beyond. But on top of this amazing offering, there’s a strategic human aspect too: the people, their services and their attitude are completely in line with going above and beyond what customers expect. People: Training + Empowerment.

CX 109

CX Entertainment Sports Customer Feedback 109

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Are You Competition Obsessed?

Customer Retention 133

Customer Retention Customer Feedback Customer Experience CX 133

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having.

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

1 to 1

SEPTEMBER 5, 2014

Companies that were founded on customer obsession -- like Southwest Airlines, Vanguard, and USAA -- derive significant financial benefits as a result. That''s because a customer-obsessed culture helps customer experience professionals deliver high-quality, on-brand, consistent experiences that drive loyalty.

Customer Loyalty 50

Customer Loyalty Customer Service Customer Experience 50

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos. We killed the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Beyond Philosophy

JULY 23, 2015

Author Ed Batista addresses this in his post on Harvard Business Review’s blog. There is a new video circulating about how we need to stop obsessing about our screens and enjoy our lives more. If you enjoyed this post, you might be interested in the following blogs: Social Media: Will This Be the Next Generation’s Big Regret?

Social Media 155

Social Media Net Promoter Score Customer Experience 155

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them.

CEM 124

CEM Education Sales Customer Experience 124

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

CEM 122

CEM CX CRM Customer Experience Management 122

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Just by using software, you can scale from one customer representative agent to one thousand and back again without dealing with any downtime. Prospective customers like to feel like they matter.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

The Customer Service Blog

JULY 29, 2022

The subject of Customer Loyalty (and in particular the different types of loyalty) is my own personal specialist subject. Unfortunately, many business-people don’t realise that there are different types of customer ‘loyalty’, and this often results in them adopting customer retention strategies that are only based around pricing.

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. This merger will not be good for the customers. People worried about their jobs, management will be obsessed with cost cutting, eliminating the duplication of departments and switching out all those service van logos! There solution?

Customer Satisfaction 112

Customer Satisfaction Customer Experience 112

1 to 1

JANUARY 9, 2015

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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 50

Customer Experience Age of the Customer Customer Loyalty Customer Service 50

1 to 1

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

CX 37

CX Customer Loyalty Customer Service Customer Experience 37

1 to 1

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. These programs work as extensions of core customer experience teams which tend to be quite small. 1to1Media.com/weblog.

Customer Experience 51

Customer Experience Customer Loyalty Customer Service 51

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

1 to 1

JULY 24, 2014

PURE insurance is using its customer-obsessed business model to stand out in the insurance industry. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Net Promoter Score 47

Net Promoter Score Customer Loyalty Customer Service 47

1 to 1

JUNE 26, 2014

Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Innovation 49

Innovation Customer Experience Age of the Customer Customer Loyalty 49

Steven Van Belleghem

SEPTEMBER 26, 2019

A bit like an audio blog, actually. Surprisingly, this is not a pure marketing blog, but covers a lot more subjects: in fact, he talks about our culture – from systems thinking and AI to learning, space, Moore’s law and retail- and about how we can change it. You can say what you want, but Gary V knows what he’s doing.

Innovation 52

Innovation Customer Experience Entertainment Machine Learning 52

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. By obsessing about customer service and community-based culture, he helped Zappos grow from almost no sales in 1999 to the multi-billion dollar company it is today.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

1 to 1

SEPTEMBER 9, 2014

Yet, while this obsession with technology continues to fuel exploration and drive progress, fewer individuals choose to embrace traditional media with each passing day. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Innovation 44

Innovation Technology Technology Customer Experience 44

Hodusoft

SEPTEMBER 14, 2023

Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more. The expectations of customers have increased dramatically. It’s critical to actively think about the entire customer journey, define it, map it, and document it.”

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98

CX Journey

OCTOBER 4, 2016

If you've been following my blog for some time, you know that I'm 110% on board with that line of thinking. In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !" My ask of Peter: Some would say that innovation fuels the customer experience.

Innovation 75

Innovation Start-ups Finance Customer Experience 75

Logicalware

AUGUST 26, 2021

There has been a deluge of research exploring how customer behaviour has changed during the pandemic. So in this blog, I thought I’d share some of the most interesting UK, EMEA and global insights I’ve seen in relation to customer behaviour, experience and interaction. Customer priorities have changed.

Invoicing 88

Invoicing Start-ups Omnichannel Customer Service 88

1 to 1

JULY 21, 2015

Each customer is unique. As Don Peppers, founding partner of Peppers & Rogers Group notes, "customers differ from each other, in terms of both their value to your business, and what they need from your business." There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Loyalty 37

Customer Loyalty Customer Service Customer Experience 37

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Why does this exist?

CX 69

CX VOC Customer Experience Customer Expectations 69

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Customer Bliss

APRIL 25, 2017

As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. Last week, I wrote a blog post about the employee experience side of the United incident. Diane is currently CEO of the Customer Experience Professionals Association. About Diane.

CX 51

CX Innovation Customer Experience 51

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98