Customer experience is not immobile, it’s a process that needs to be transformed with innovation. You need to keep on innovating customer experience by developing new product ideas, making processes and policies that are convenient for your users and creating new ways for customers to access value. So, what you deliver to our customers is not just enough, it’s how you deliver.
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
To differentiate customer experience, do something your competitors aren't doing in customer experience management. Re-examine how you're listening to customers, viewing customers' expectations, and focusing your employees and business rituals on customers. See http://ClearActionCX.com Contact us at OptimizeCX@ClearActionCX.com
Join CX University's Mohamed Latib and SPLICE Software's Janelle Boris as they share their expertise in creating a robust customer centric program within your organization that will increase positive customer and employee experiences.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Meet our 2015 1to1 Media Customer Champions!1to1 Media
1to1 Media congratulates its 2015 Customer Champions—customer-centric leaders who understand that engaged customers make a positive bottom-line impact.
Enterprises in the past built growth & strategies by looking-out at product & services performances; today with the power being with the customer and “experience” being the new differentiator so building Outside-Looking-In strategies has never been so important as it is today
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
Customer Experience, Culture & InnovationLisa Church
We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
Digitizing the Customer Experience within a Utility Robert Simon
Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility.
Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.
Why is a great company culture so rare? How can you make sure your organization has one? The good news is that creating an inspiring and sustainable culture is not as hard as you might think. Dr. David “Doc” Vik reveals the keys to success in The Culture Secret.
A remarkable culture begins with visionary leaders who help their teams take a holistic approach to creating engagement inside their companies and sharing it with customers. Discover how to take culture beyond casual Friday and into more meaningful conversations like:
•Driving Vision
•Defining Purpose
•Clear business model
•Unique/WOW factors
•Meaningful Values
•Inspired Leadership
•Great customers and customer service
•Brand enhancement
•Experience and the emotional connection
If you don’t think you have to focus on attracting—and retaining—the best employees in today’s hypercompetitive war for talent, you are living in the past. The employees and customers of today have a choice and a voice. The secret to culture is simple: take care of your people, never stop innovating, and leave customers wowed. Build a better culture to secure the future for any organization
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
Meet our 2015 1to1 Media Customer Champions!1to1 Media
1to1 Media congratulates its 2015 Customer Champions—customer-centric leaders who understand that engaged customers make a positive bottom-line impact.
Enterprises in the past built growth & strategies by looking-out at product & services performances; today with the power being with the customer and “experience” being the new differentiator so building Outside-Looking-In strategies has never been so important as it is today
Client Experience for Professional Services - KeynoteCX Pilots
Experience for Client Services is different. Law firms, consultancies, engineering firms, management consultancies have to plan for and deliver experiences where the relationship is the core product. This keynote was delivered by Steven Keith from CX Pilots at CXPS 2017. It details what Client Services professionals need to thinking and doing to succeed in Professional Services today.
It explores the difference between CX/CEM (customer experience) and Client Experience.
Customer Experience: Customer Experience is the sum total of all feelings and interactions a customer has with a brand over time. It’s a volume concern. Lower incremental stakes.
Sure, it’s about relationships, but it’s a lot more about removing friction from discrete interactions.
Client Experience: Client Experience has a similar sum but it is far more concerned with longevity and depth of relationships.While discrete interactions are important, it’s more about qualitative relationships where highly-skilled services are the “product” delivered, personally.
Customer Experience, Culture & InnovationLisa Church
We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
Slide share Institute for Quality Assurance London - QualityWorld Customer ...Dr. Ted Marra
Another classic article on Customer Focus - while a number of approaches have evolved over the years, the foundation elements remain unchanged. Again, many organisations 'talk a good game' when it comes customers, customer focus or customer centricity. But as we all know, 'talk is cheap' and 'talk' alone doesn't get the job done. One needs to understand the true requirements for being customer focused. One needs a 'strategic customer relationship management' system as discussed in other of my SlideShare uploads. Hopefully you will find that this article helps to continue to provide a 'directionally correct' viewpoint! Enjoy!
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
Digitizing the Customer Experience within a Utility Robert Simon
Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility.
Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.
Why is a great company culture so rare? How can you make sure your organization has one? The good news is that creating an inspiring and sustainable culture is not as hard as you might think. Dr. David “Doc” Vik reveals the keys to success in The Culture Secret.
A remarkable culture begins with visionary leaders who help their teams take a holistic approach to creating engagement inside their companies and sharing it with customers. Discover how to take culture beyond casual Friday and into more meaningful conversations like:
•Driving Vision
•Defining Purpose
•Clear business model
•Unique/WOW factors
•Meaningful Values
•Inspired Leadership
•Great customers and customer service
•Brand enhancement
•Experience and the emotional connection
If you don’t think you have to focus on attracting—and retaining—the best employees in today’s hypercompetitive war for talent, you are living in the past. The employees and customers of today have a choice and a voice. The secret to culture is simple: take care of your people, never stop innovating, and leave customers wowed. Build a better culture to secure the future for any organization
Whether you are starting or an experienced practitioner, here are 7 CX initiatives that don't take too long to prepare and will bring ROI results - from quick wins to big wins. If you have some time this summer, have a look.
NTHEMIND OF GREATCOMPANIESBy Scott BlanchardThe.docxhenrymartin15260
NTHE
MIND OF GREAT
COMPANIES?
By Scott Blanchard
T
he old saying, "money isn't
everything," rings hollow in
today's business world.
where rninute-by-minute
stock quotes scroll across
our computer monitors, and
careers are won or lost based
on Wall Street's analysis of a
company's perforniance. Throw in giob-
al competition, outdated products and
services, increased costs, corporate silos
and other business challenges, and it's
no wonder that tnatiy of today's compa-
nies focus solely on their bottom line,
ofteti at the expense of customer service
and employee satisfaction.
It need not be this way. Great compa
nies focus on more than one bottom
line when gauging their perforniance.
Ttiey choose to be not only the invest-
ment of choice, but also the provider of
choice for their products or services, as
well as the employer of choice for work-
ers in their industry. By looking beyond
immediate, short term results and focus-
ing on strategies to make their compa-
nies successful for the long-term, they
recognize challenges sooner, identify
solutions more quickly and deliver re-
sults ahead of their competitors. In short,
they learn to lead at a higher level.
A clear warning sign that your busi-
ness is trapped in a short-term mindset
is the presence of an "either/or" philoso-
phy. Managers either believe they can
achieve profitability or they can develop
a great workplace, but not both. These
leaders don't always take morale and job
satisfaction into consideration. Their
focus is only their financial bottom line.
From there, it's a short leap to the false
notion tlrat making money is the sole
reason to be in business.
A NEW APPROACH
Contrary to the either/or philosophy,
leading at a higher level requires man-
agers to embrace a "both/and" approach.
In great companies, the development of
people is of equal importance to finan-
cial performance. As a result, the focus
is on long-term results and human satis-
faction. Accordingly, great companies
begin by both creating and nurturing a
vision of the future, and then measuring
progress against that vision.
There are three questions to ask,
which represent the main components
of a corporate vision. By focusing on
these questions, companies are more
likely to ensure they don't lose sight of
their path to success. They are:
• What business are you in? This will
help you identify your company's signif-
icant purpose.
• What will the future look like if you
are successful?
• What guides your behavior and deci-
sions on a daily basis? This will help
you identify clear values.
Great companies keep al! three of
these ideas clearly in mind and make
necessary course corrections when they
realize they are off track.
The next step is to create a corporate
culture that both reflects and reinforces
the corporate vision. The culture con-
sists of the values, attitudes, beliefs,
behaviors and practices of the organiza-
tion's members. Culture is an organiza-
tion's personality, and it can help or hin-
.
As a business owner, have you ever thought about what could be better than gaining a new customer? You might be wondering if anything could be better than this.
Well, the answer is customer retention.
Gaining new customers is alluring but retaining customers comes at a lower cost and has the potential to provide a higher return on investments.
SaaS Customer Success: How to Create a Customer-Centric Culture and Drive GrowthRichard Lawson
The article "SaaS Customer Success: How to Create a Customer-Centric Culture and Drive Growth" is a SlideShare presentation by Richard Lawson that provides insights into how companies can create a customer-centric culture to drive growth in the Software-as-a-Service (SaaS) industry.
The presentation begins by defining customer success and outlining the importance of a customer-centric approach for SaaS businesses. It then delves into the key elements of creating a customer-centric culture, including building customer empathy, focusing on customer outcomes, and promoting a culture of learning and improvement.
The article emphasizes the need for companies to understand their customers' goals and objectives, and to align their own objectives with those of their customers. It also emphasizes the importance of providing excellent customer support, establishing trust with customers, and leveraging customer feedback to drive product development and improvement.
The presentation concludes by highlighting the benefits of a customer-centric culture, including increased customer retention, reduced churn, and improved revenue growth. Overall, the article provides a useful guide for SaaS companies looking to create a customer-centric culture that can help drive business growth and success.
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
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5 tips for customer experience transformation
1. 5 Tips for Customer Experience Transformation
“You’ve got to start with the customer experience and work back toward the technology,
not the other way around.” - Steve Jobs
How can you make your customers want to come back to you? By promoting your products/
services aggressively? No! Remember, there are other competitors in the market who are sharing
the same space and they too can fulfill your customer’s need.
Of course! Promotions are one important way to let your customer know about your products
and services, but also your processes, policies, skills, and motivations have a lot to do in
prioritizing your customer’s needs and expectations. That’s when they want to come back to you.
Customer experience is not immobile, it’s a process that needs to be transformed with
innovation. You need to keep on innovating customer experience by developing new product
ideas, making processes and policies that are convenient for your users and creating new ways
for customers to access value. So, what you deliver to our customers is not just enough, it’s how
you deliver.
Here are the 5 tips which will help you gain momentum to reinvest in your
customer experience transformation.
1. Enhance your customer experience vision
We all are in the customer experience business. Whether it’s Amazon, the online retails giant, or
Uber, an American worldwide online transportation network company, every organization is
bound to this principle for their success as businesses. To build a unique customer experience,
every organization must deliver the conviction and should know their aspiration pivot on what
matters to their customers and how it can affect their business. A shared aspiration serves as a
guiding light for strategic decisions and execution. Every company should have a shared
aspiration, that can unify all interested employees to work together towards a common purpose
to have the desired outcome. To build a shared aspiration you need to engage frontline leaders
who can fully engage with the problems and are committed towards the goal of promoting
change in the organization.
2. Identify opportunities within customer feedback
To start with, an organization can gather and segment data, which is the typical way of
understanding customers. Sources like social media can be used to gather customer’s feedback.
This will help an organization identify opportunities to improve within functions, and also help
them to identify upstream and cross-functional issues and address the root cause of problems.
Collecting data is not enough though, it needs a human filter, which means, the collected data
needs to be analyzed. With the help of the analyzed data, the company can pull out who are their
audiences? What motivates them? What can they do to meet and exceed their expectations? The
benefits of this approach are that it emphasizes answers to all the questions and then the plan of
action can be implemented to embrace the company’s goals.
3. Set priorities for customer experience
Every action will have its impact, whether it’s high or low, so it’s important to set priorities first
when planning for your company’s future goals. Should you pick the low-hanging fruit first, which
may have less impact, or jump on high impact which may have revenue growth and reduce costs
immediately. Again, the impact can be measured in both short and long- term impact. For
example, when an organization abolishes some of their policies that might cut down the cost, but
it doesn’t really benefit their customers, likewise, when an organization takes pricing actions that
can have a quick impact, however, it will reduce the company’s revenue. Impacts are often
measured operationally, and other costs are measured through simplifying the business.
By having customer experience data from the customer’s feedback, companies might have to
change or eliminate their old policies to drive the long-term impact. This approach will help to
create more promoters for the brand. Find the existing problem and fix it! Appreciate each
customer for giving their valuable time. This will help you gain more customer experience and
exceed their expectations.
4. Digitize customer experience transformation
Advanced technologies and the digital channels have changed customer’s behavior. Digital has
transformed the traditional way of doing business along with the quality of the customer
experience. It has made products easier to commoditize, bringing in immediacy, personalization,
and convenience. Put yourself in your customer’s shoes and give them a delightful experience.
For example, if you provide a banking service, then improve or minimize the process for your
customer and surprise them with some rewards to exceed their expectations.
For the established businesses, it requires following a new method to drive customer experience
transformation through digitization. They have to transform their digital customer profile and try
to achieve a quick digitization process using concurrent-design approaches. The company also
has to keep adding and refining elements in their cycle of testing and learning. This process will
result in the company to know what action will have what kind of impact. For example, Starbucks
has introduced an app where their customers can order coffee using the app. The objective is to
make the coffee-buying process a unique experience. They created a new set of processes that
integrated the company’s mobile loyalty program and point-of-sale applications. They re-
engineered the flow of line operations and they also built a fully functional mock store within the
company’s Seattle headquarters.
5. Measure employee’s performance
The collected data helps to determine what programs failed and where did they go wrong? Also,
with the help of the same data, they will be able to bring out a solution and motivate leaders to
take actions. Measuring the performance, as an organization, will engage their employees to
know their goals and encourage them to bring a change. To help employees realize their goals
and identify their strength areas, it’s important to understand and plan strategically important
capabilities. Based on which they can intervene, like leadership, role modeling, training and
career-development programs, etc.
It is vital for an organization to make each individual’s effort count in the process of achieving the
business goals. At the same time company must establish a customer experience transformation,
by aligning its functional and cross-functional initiatives with metrics.
Case Study
“You’ve got to develop relationships. You can’t do things just in a formal context.” -Kenneth Chenault,
the CEO of American Express.
American Express, the financial services brand, established in 1850, best known for its credit
card and traveler’s cheque businesses. The company that is roughly worth $15 billion and
acquired 22nd rank as the world’s most valuable brand in the BusinessWeek magazine, is
extremely focused on providing excellent experiences that enrich their customers’ lives and build
business success. They believe, with a heritage built on service and sustained by innovation, the
company ably lives up to its reputation, ranking at 16th place in the 2015 US customer
experience excellence rankings, with scores across The Six Pillars that are 16 percent higher than
the American average.
They changed their business practices and their contact center employees are now referred to as
Customer Care Professionals. The employees are specifically taught to adapt their interactions
depending on the personalities of the individuals and trying to resolve customer’s issues at first
contact. Employees are empowered to take necessary actions to ensure the customers are
satisfied.
The key part of American Express’s customer experience transformation is ‘service recovery
paradox’, which means, recognizing issues beforehand and finding a process that ensures the
swift resolution of customer issues. The company has learned how to harness the pillar of
resolution to build its business and reputation. It describes itself as one of the most “respected”
and “trusted” service brands in the world, laying down a list of Blue Box Values that remind
customers and employees of its core beliefs. These include:
A Customer Commitment – “We develop relationships that make a positive difference in our
customers’ lives.”
Integrity – “We uphold the highest standards of integrity in all of our actions.”
Respect for People – “We value our people, encourage their development and reward their
performance.”
Personal Accountability – “We are personally accountable for delivering on our commitments.”
For Tamsin Jenkins, head of Customer Experience Excellence, KPMG Norwood, the consequences
of the brand’s improvements are far-reaching. She says, “American Express’ switch from call
duration of engagement has benefited both customers and its business as a whole. The brand’s
emphasis on more authentic conversations has optimized customer loyalty, leading to a 400
percent increase in retention. In addition, the company’s stock price is now higher than it was
before the global financial crash and as such, demonstrating the impact of such customer
experience transformation.”
Source: engagecustomer.com
An organization requires to frequently transform their customer experience efforts to meet their
customer’s expectations. Keep redesigning the program, see what goes well, engage your
customers and minimize the inevitable resistance. The Customer Experience Transformation
program helps you to identify, design, and implement strategic solutions to the customer
management issues.
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