Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. That would leave one group with a customer-centric mindset and the rest without one. Customer centricity should be an entire organization’s philosophy, not specific departments.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 98

Customer centricity Sales SaaS Accountability 98

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. Subscribe today right here.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

OCTOBER 28, 2014

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. These choices affect the Customer Experience.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Beyond Philosophy

OCTOBER 28, 2014

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. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

ShepHyken

SEPTEMBER 11, 2020

In order to win the heart and the business of customers, it is advisable to take these evolutions into account. In my new book, The Offer You Can’t Refuse , I have developed a customer experience model that can help you to create a future proof approach. His core expertise is the future of customer-centricity.

Customer Experience 322

Customer Experience Customer centricity Government Healthcare 322

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 66

Customer centricity Employee engagement Surveys Sales 66

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Russel Lolacher

MARCH 2, 2022

Speaking and sharing my experience for as long as I have in the customer/experience relationship space, I’ve had the absolutely pleasure of making some friends along the way. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business.

Customer centricity 59

Customer centricity Accountability Enterprise Sales 59

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ClearAction

SEPTEMBER 27, 2018

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. Motives — Driving Win-Win Attitudes.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

ClearAction

DECEMBER 16, 2017

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. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

Tethr

JUNE 23, 2020

Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. Here are some ways to ensure your business is delivering a customer-centric experience.

Customer centricity 64

Customer centricity Customer advocacy Surveys Sales 64

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. In reality, the goal of companies is no longer to sell a product or service but to provide a quality customer experience that caters to the wants and aspirations of their target audience.

Customer centricity 52

Customer centricity Contact Center Brand ambassadors CRM 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

TechSee

SEPTEMBER 20, 2018

This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Customer centricity 104

Customer centricity Contact Center Call Center Self service 104

Peter Lavers

JULY 6, 2016

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. This then begs the question: Does your customer experience happen by accident?

Customer centricity 100

Customer centricity B2C B2B Engineering 100

Peter Lavers

JULY 28, 2016

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. This is despite years of CRM and customer experience thinking!

Customer centricity 100

Customer centricity Finance CRM Metrics 100

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Accountability 92

Accountability SaaS Best practices Enterprise 92

Peter Lavers

AUGUST 5, 2016

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. Also make every senior manager spend time at the “coal face”.

Customer centricity 100

Customer centricity outsourcing CRM Accountability 100

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer centricity 54

Customer centricity Wait times Accountability Best practices 54

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

360Connext

OCTOBER 16, 2017

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. ” the letter asks them to not extend the original 6-week timeline publicized. This letter shows just how deep this customer-centric culture runs.

Customer centricity 89

Customer centricity Consulting Consulting Customer Experience 89

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Automate Responses.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

ClearAction

DECEMBER 12, 2017

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! Business processes affecting the customer’s steps and issues are shown in the Process row.

Customer centricity 54

Customer centricity Feedback Surveys Accountability 54

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

Lumoa

JULY 21, 2022

Therefore, leading networks need to focus heavily on the role of the customer journey and understand this model in order to consistently create a great experience. . We’ll also go over the role of the customer experience in European telecom and how this variable affects the perception of consumers in this segment. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

360Connext

OCTOBER 16, 2017

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. ” the letter asks them to not extend the original 6-week timeline publicized. This letter shows just how deep this customer-centric culture runs.

Customer centricity 72

Customer centricity Customer Experience Accountability 72

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link].

Best practices 77

Best practices Customer Experience Customer centricity Surveys 77