Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 127

Customer centricity Coaching Finance Sales 127

Customers That Stick

JANUARY 7, 2020

Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer centricity 88

Customer centricity Journey mapping Scripts Customer Experience 88

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 97

Customer centricity SaaS Upselling Metrics 97

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ShepHyken

JUNE 14, 2019

Top-performing companies take the customer’s experience to heart, and they are 50% more likely than their competitors to have a customer-centric journey with a seamless experience. Even if you can increase your customer retention by 5%, you can increase your profit by 25-95%.

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

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.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. What does being customer-centric really mean today?

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Peter Lavers

JANUARY 15, 2020

Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Customer Service 130

Customer Service Customer centricity Customer Experience CRM 130

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer centricity 121

Customer centricity Coaching Employee engagement Sales 121

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Customer Service 223

Customer Service Customer centricity Service level Marketing 223

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. You can read more about return experiences and lessons about DoingCXRight.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

Peter Lavers

JULY 7, 2015

I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. If you want to contact Peter about anything in this blog, please fill out the form and we will get back to you.

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

ProProfs Blog

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Here are the excerpts from his interview: Question: How to create a customer-centric business? Define & review customer-centric values within the company.

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

ShepHyken

AUGUST 11, 2017

It’s not that the established players didn’t already know about customers’ frustrations or desires – they just lacked the wherewithal to address them. Their indifference to – or, in some cases, outright disregard for – customers left openings for new, more customer-centric entrants to become the solutions – and the future.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

NobelBiz

JULY 29, 2020

Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX? The post How to Build a Customer-Centric Call Center and Drive Growth appeared first on NobelBiz®.

Customer centricity 118

Customer centricity Call Center 118

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. 2022’s top customer service blogs. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Babelforce

JUNE 9, 2022

Businesses benefit significantly from committing to a customer-centric approach. They’ll have happier, more loyal customers who are worth more to the business. In this article, we’ll explore customer-centricity in more detail. In this blog: • What is customer centricity?

Customer centricity 52

Customer centricity Call Center Journey mapping Average Handle Time 52

aircall

OCTOBER 11, 2022

Aircall: Call efficiency for productive, customer-centric teams. Here, we’ve explored a few proven ways to improve team performance in customer-centric sales and support environments. The post 6 Proven Hacks for Boosting Productivity in Customer-Centric Teams appeared first on Aircall Blog.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Callminer

JUNE 1, 2022

This blog looks at four eras of AI and the impact they’ve made on customer-centric companies. Want to know more about AI’s role in conversation intelligence?

Customer centricity 315

Customer centricity 315

aircall

JANUARY 11, 2023

For customer-centric teams looking for a package with added features such as IVR, analytics, and call routing, the options start at $85 per user per month. Here are the top five features support leaders should look for in an 8×8 alternative to find the right fit for their customer-centric team. . Warm transfer.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. How to Improve Customer Centricity in Hospitality. This may surprise you. But how do you do it?

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

ShepHyken

APRIL 12, 2019

Whether big-box retail or a small services organization, even modest changes to seasonal hiring, onboarding, and training practices can yield large results felt by customers, and the best time to implement these practices is during the offseason. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. Creating a customer-centric business strategy. CRM , Customer experience. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. Identifying customer expectations. Charles Street.

Customer centricity 52

Customer centricity CRM First call resolution Surveys 52

aircall

MARCH 16, 2022

Which is why we’re diving into how you can optimize your support tech stack for great customer-focused outcomes. . What Being Customer-Centric Looks Like for Support Teams. With that as your foundation, it’s time to start building the ultimate tech stack for customer-centric support teams. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Nextiva

OCTOBER 29, 2018

Any business that lacks a customer centric culture is well on their path to being irrelevant. But customer service statistics show that those that are customer-centric become profitable faster. They also discuss how […]. They also discuss how […].

Customer centricity 97

Customer centricity voip Sales Marketing 97

ShepHyken

FEBRUARY 16, 2018

Daniel Bakst is the Social & Digital Marketing Associate for Second To None , a leading Customer Experience research firm that empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. Is your light on?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

Customer Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link.

Customer centricity 116

Customer centricity Employee engagement Customer Experience 116

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. Shep Hyken.

Personalization 224

Personalization Customer Service Customer centricity Marketing 224

Aspect

SEPTEMBER 18, 2017

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments. Many companies jump into to the cloud without a clear strategy to get the most out of their investment.

Cloud contact 120

Cloud contact Customer centricity Contact Center contact center solutions 120

ShepHyken

JULY 26, 2019

By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming sincerely customer-centric. The best customer experiences are the ones achieved when a number of your team creates an emotional connection. I am pretty sure you must have.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284