Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

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. Most Customers prefer to talk to people, not recordings.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JANUARY 12, 2015

Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

MAY 31, 2016

Finally, because touch-points are so critical in managing the overall experience—and frequently the key source of customer delight or pain—there must be a C-suite executive accountable and responsible for executing all of the touch-point elements. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ProProfs Blog

MARCH 27, 2019

Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Beyond Philosophy

OCTOBER 29, 2014

So there’s the lesson, Loss Aversion is a heuristic process that should be taken into account by organizations and policy makers. So, for my ending I want to leave you with John Oliver’s video on Scottish Independence : Why did I include that? Because it’s truly funny, and I want you leave you with a strong ending.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

Journey mapping 62

Journey mapping Metrics Accountability Surveys 62

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

SharpenCX

JULY 26, 2023

It provides deeper insights on customers. Want to become more customer centric? Get to know your customers on a deeper level — not just their name, contact information, and purchased products, but their likes, dislikes, and inclinations for future purchases. Never get caught off guard about customer attrition.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

ClearAction

DECEMBER 30, 2017

Get maximum ROI by building-in interchangeability, transparency, free-flow, accountability, and seamlessness. Solving 10 Customer Experience Silos. Here is a brief description of 10 critical business management silos that take a toll on customer experience and its ROI — and what you can do to solve these silos.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

CSM Magazine

JANUARY 26, 2024

His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees. He advocated for the idea that each employee, regardless of position, has a role in influencing the customer’s perception of the company.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

CSM Magazine

DECEMBER 13, 2023

To improve work conditions and employee engagement and development, here are some things to do to keep your agents from leaving: Implement an effective onboarding program to make sure that new employees are well-trained. Provide learning opportunities to keep employees engaged in their roles. How to mitigate this?

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. and What Does: The New Science of Leading, Energizing, and Engaging. Why is that? Ownership. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. 4 Customer Centric Culture Building Blocks.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Hodusoft

OCTOBER 19, 2023

Employee Engagement There is no doubt that highly engaged employees are more motivated and productive. As per a report , companies with a highly engaged workforce are 21% more profitable and 17% more productive as compared to those with disengaged staff. without speaking to an agent.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. Throughout my experience, I’ve seen successes, but I’ve also seen teams fail to execute a training approach that actually engages employees.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Monet Software

FEBRUARY 13, 2020

The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. The employee-friendly manager accepts that agents have lives and, well, stuff happens. Is this a case of “never the twain shall meet”? It doesn’t have to be! The Scheduling Problem.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Don’t underestimate the power of this.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Employee engagement 40

Employee engagement Customer centricity Personalization Marketing 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Employee engagement 40

Employee engagement Customer centricity Personalization Marketing 40

ClearAction

DECEMBER 30, 2017

Get maximum ROI by building-in interchangeability, transparency, free-flow, accountability, and seamlessness. Solving 10 Customer Experience Silos. Here is a brief description of 10 critical business management silos that take a toll on customer experience and its ROI — and what you can do to solve these silos.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. Accountable. Either way, you lose.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Customer Guru

MARCH 7, 2018

In your professional capacity, what are the key areas you look at to evaluate how customer-centric a business really is? While it’s a really vast and deep topic, broadly these are the key areas I would look for: Customer Understanding and Insights: Do businesses understand their customers and their needs deeply?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. Was HP a customer focused organisation at that time? Tell me a little about your background?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

Beyond Philosophy

OCTOBER 3, 2014

Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. It’s critical to make sure that you run your business the way Customers would like you to have it run. We would call this the customer centricity of the organization. Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. And they hold businesses back.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58

Horizon CX

MARCH 25, 2019

1 Accountability. This involves being open to criticism from employees and peers. In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. A happier workforce results in happier customers. #6

Customer centricity 45

Customer centricity Employee engagement Construction Coaching 45

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Maturity Model.

Customer Experience 85

Customer Experience Customer centricity Management Enterprise 85

ClearAction

DECEMBER 16, 2017

Every manager bears the responsibility to provide customer experience excellence context to what they communicate verbally and non-verbally. Every manager should think of their responsibility as a 3-legged stool: accountability for customer experience ripple-effect plus talent plus resources (financial/tools/etc.).

Customer Experience 89

Customer Experience Employee engagement Journey mapping Coaching 89

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. Throughout my experience, I’ve seen successes, but I’ve also seen teams fail to execute a training approach that actually engages employees.

Accountability 52

Accountability Customer centricity Employee engagement Management 52

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Examples of achievements that grew customer trust: 11.

Government 62

Government Enterprise Customer centricity Banking 62

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78