C3Centricity

DECEMBER 1, 2020

” In it, I compared the positive and negative implications of technology for customers and companies alike. The Age of the Customer and the Fourth Industrial Revolution. Now a Fourth Industrial Revolution is building on the Third, the digital revolution that has been occurring since the middle of the last century.

ML 71

ML Age of the Customer Pharmaceutical AI 71

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ won the award, and I thought I would share with you what they did well. Three Important Considerations for Employees When Improving Customer Experience.

Customer Experience Management 142

Customer Experience Management Customer Retention Customer Satisfaction Customer Experience 142

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? With so many purchases being made online these days, there is a growing number of articles exposing the behaviours of organisations who clearly haven’t adopted a customer-first strategy. In many cases, packaging is the first personal contact a customer has with a brand.

Manufacturing 71

Manufacturing Start-ups Social Media Engineering 71

Intercom

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service.

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). If you would like to know more about it sign up for our free webinar ). transparency.

Technology 48

Technology Technology Manufacturing Transportation 48

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Innovation 75

Innovation Social Media Start-ups Technology 75

C3Centricity

SEPTEMBER 12, 2016

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight! You’re welcome. It is caring about how you can deliver customer delight.

Net Promoter Score 91

Net Promoter Score Social Media Customer Satisfaction NPS 91

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Competitors are never going to give you any money.”

Customer Service 42

Customer Service Social Media Innovation Customer Satisfaction 42

C3Centricity

NOVEMBER 16, 2014

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? What has this got to do with your own customer service excellence? Call Centre Scripts.

Customer Service 48

Customer Service Social Media Legal Customer Satisfaction 48

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This is the list of the best 15 books I read during the last 15 months, and we hope you will enjoy them too. Practicality counts and this is an amazing progress comparing with previous years.

CX 52

CX Social Media Sports Customer Service 52

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

SurveySensum

JULY 20, 2023

Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. For instance, On a scale of 1-5, how would you rate your shopping experience with us? Did our product variety meet your needs? Yes/No Did you face any issues while shopping? Well, not so fast.

Retail 52

Retail Customer Feedback CX Social Media 52

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 133

Customer Experience Artificial Intelligence Gaming Start-ups 133

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Intercom, Inc.

FEBRUARY 22, 2018

From converting trial users into customers, to helping those new customers find their ‘aha’ moment with your product, to keeping them coming back to experience it again and again, we’ve been fortunate to host some of the brightest minds in this space over our podcast’s 100-plus episode run. Nailing that is really paramount.

Start-ups 194

Start-ups Education Engineering Sales 194

Intercom, Inc.

AUGUST 6, 2020

At this point, it’s clear that Marc Andreessen was entirely accurate with his now famous quote. Prashanth believes that through their work connecting technologists, developers and programmers they are helping write the script of the future. If you enjoy the conversation, check out more episodes of our podcast.

Engineering 143

Engineering Government Technology Technology 143

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! You can see the individual country breakdowns at Statista.

Social Media 63

Social Media Retail B2C Customer Acquisition 63

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Oh, and we’ve also chatted about what our favorite Nicolas Cage movie (yes, you read it right) can teach us about life – and ultimately, ourselves.

AI 118

AI Start-ups B2B Predictive Analytics 118

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. Now that we’re on the same page, I could go deeper into our small research. Why did you give that score?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

MAY 27, 2022

But is it the ONE NUMBER that you need to grow? In one of the #CXQOTD, Jeremy Watkin , Director of Customer Experience and Support at Numberbarn , asked the same – ‘Does NPS have any value? Here is a scenario: You just asked an NPS question to a sample audience of 200 and you got a score of 20.

NPS 52

NPS Net Promoter Score VOC Social Media 52

C3Centricity

NOVEMBER 21, 2018

It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. So what do you think? Will you replace your CMO? If you’re like me and are fascinated by how change happens, then I’m sure this complete history of marketing Infographic by Hubspot will be of interest.

Business Growth 77

Business Growth CRM Customer Journey Map Entertainment 77