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. Customers are nervous about their data security.

Customer-Centric Innovation

ClearAction

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? the customer’s world. Nurture customer-centricity by keeping employees.

Secrets to Customer-Centric Business Growth

ClearAction

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer-Centric Hiring Builds Trust

ClearAction

Customer-Centric Hiring Builds Trust Lynn Hunsaker. When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. We take our customers and our competition seriously — not ourselves.”

Customer Centric Service Design

ClearAction

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! 3) How will the solution work for the customer?

Top Five Obstacles to Customer Centricity #3 Numbers Focus

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Does it mention customers?

Customer Centric Culture

ClearAction

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Customer-Centric Primary Motives: Making it easier and nicer for the customer to get and use solutions.

Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Customer-Centric Netflix Wins Big in the Most Surprising Way

360Connext

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. They took into account how these customers are actually RAVING FANS of their product.

Top Five Obstacles to Customer Centricity #5: Out of Date IT Tools

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. I’d purchased flights through a popular comparison site only to find double charges in my bank account.

New Training Video: Leading a Customer-Centric Culture

Toister Performance Solutions

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.

Peek inside HubSpot’s customer-centric strategy: how to build a customer-obsessed culture  

Lumoa

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Everyone and everything is customer experience. Revenue and growth is a function of happy customers.

Whose job is it anyway? The importance of accountability in the world of Customer Experience

ijgolding

It certainly brings to life scenarios and phenomena that many people experience on a regular basis: Lack of accountability. I mean absolute clarity of the role EVERYONE plays in delivering the Customer Experience.

Report: Small Banks Are More Customer-Centric

Toister Performance Solutions

The credit union had hired me to conduct a customer service assessment and I had asked him about his vision for serving credit union members in the future. Here's the breakdown of overall customer service ratings by size of bank.

6 Steps for Building a Customer-Centric Brand

VocalCom

A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers are actually looking for. Here are six steps for building a customer-centric brand.

How to “Center” Your Business on Customer Experience Excellence

ClearAction

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. That’s what customer-centricity is.

Find, Win, Keep: A simple customer centric business strategy

ijgolding

Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Back in 1999, the concept of the ‘customer journey’ did not really exist. I would have to pay significantly more to upgrade than if I were a new customer.

Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

Although the titles of the meetings differed, they were both essentially ‘Customer Experience (CX) Working Groups’ – collaborative, cross functional teams, brought together to drive their respective organisations approaches to CX.

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?

ijgolding

Over the last few months, I have had a number of conversations with people in my networks about the challenges being faced by the traditional professions – predominantly law and accountancy. These industries are often populated by businesses who THINK they are already customer focussed.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Hiring Customer-Ready Employees.

CX Competency: Employee Engagement (Video)

Customer Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies.

The Role of CX in a Sales Culture

Beyond Philosophy

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. They balance the needs of the Customers and the needs of their organization.

Sales 410

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

How to Solve Customer Experience Silos

ClearAction

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. 10 Silos Impact Customer Experience.

3 Ultimate Factors of Business Performance

ClearAction

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. Well, there you have it!

Report: Lessons in CX Excellence, 2018

Customer Experience Matters

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This past November, we named six organizations the winners of Temkin Group’s 2017 Customer Experience Excellence Award – AARP, Allianz Worldwide Partners, Century Support Services, Nurse Next Door Home Care Services, Reliant, and Sage. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®.

B2C 41

How to Solve Customer Experience Silos

ClearAction

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. 10 Silos Impact Customer Experience.

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. These efforts, however, only scratch the surface on what would help Target make large deposits to the severely depleted consumer trust account. Michael Lowenstein, Ph.D.,

Destroying Brand Experience, One at a Time

Beyond Philosophy

When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! Let’s take a look at my two experiences and see what we all can learn about fulfilling the brand promise for our Customers at the Customer Experience level. When a Customer asks you how much a product is, tell them. But paying people on Customer satisfaction also doesn’t ensure success, as what followed was a catalog of errors.

3 Ultimate Factors of Business Performance

ClearAction

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Are You a Disrupter?

Chip Bell

“If I had asked customers what they wanted,” Henry Ford is rumored to have said, “They would have said faster horses.” Now, before you fire your market research person, it is important to remember Henry Ford’s arrogance about customers also lead him to chide, “Customers can have any color automobile they like as a long as it is black.” Not exactly customer-centric! In fact, Al is a small town accountant and part-time preacher!

Advance Collections and Debt Recovery with Gamification

Noble Systems

In addition to initiating difficult conversations, agents also must adhere to regulatory compliance requirements, while also striking the right balance between customer satisfaction and goal achievement. Improve customer experience & satisfaction . Let’s face it.

5 Top Customer Service Articles for the Week of October 2, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Loving Suppliers for Customer Experience Excellence

ClearAction

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege?

52 Reasons to Embrace Marketing Operations

ClearAction

I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Customer-centricity. Superior customer experience.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

ijgolding

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Six Benefits of Co-creating your own Customer Management Model

Peter Lavers

Anybody who knows me knows that I am passionate about seeing and managing the customer experience as a business system which is why I want to share with you six benefits for co-creating your own CM Model. Customer Centricity Latest Thinking Strategy