ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

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Customer centricity Journey mapping Surveys Feedback 144

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Wegmans invests a tremendous amount in employee training.

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Customer centricity Construction Enterprise Marketing 244

Beyond Philosophy

DECEMBER 28, 2020

In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value. However, you can, and most often, it is seen in how customers behave. These are core emotions.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. I've mentioned the CX Perception Gap before, right?

Customer Experience 60

Customer Experience Metrics Government Customer centricity 60

C Space

SEPTEMBER 11, 2019

Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. A leader in the consulting world for more than 20 years, Charles has a successful track record of reinventing companies, brands, and experiences through co-creation and collaboration with customers.

Construction 40

Construction Big data Customer centricity Marketing 40

Lumoa

JANUARY 23, 2018

When you have, based on the historical data, established a clear link between your customer experience metric and churn rate, you can immediately start to understand how big of a financial impact your X-point NPS increase has. In B2B the user and buyer can be different persons and the decision-making dynamics therefore complex.

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Analytics Feedback Metrics Customer Experience 121

Beyond Philosophy

NOVEMBER 19, 2020

” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company. In other words, Pine says if customer service is time well-saved, Customer Experiences are time well spent. You have to prove it works.

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Customer Experience Customer emotions Customer centricity Consulting 334