Guest Blog: Building a Customer-Centric Culture Around CRM Software


This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Happy Customers.

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Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, 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.


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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Top 20 Customer Success Consultants in 2020


Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate.

Amazing Business Radio: Vibhas Ratanjee


Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Give your customers a voice in your company.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar


Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. My background was call centers and phone-based customer contact and I was one of a small team of people working with clients like AT&T, FedEx, IBM to improve their phone-based customer services. When I look back on it, this was for me the start of customer experience. How did you become involved with customer experience?

Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

Institutions that have drawn criticism from the royal commission for being motivated by greed must refocus their energy on treating customers fairly and balancing customer needs with those of the business. This transformation may require a radical change in strategy from one that is primarily revenue and profit-driven, to one that is customer-centric and focuses first on achieving an extraordinary customer experience. Customer Satisfaction Score (CSAT).

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022


Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.

Amazing Business Radio: Jeff Gothelf


Building a Culture of Creative Response to Customer Need. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Talk to your customers and listen to what they say.

Annette Franz: Values Create Value.

Bill Quiseng

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive.

How the Best Deliver Ongoing Customer Success with Kia Puhm

Kapta Customer Success

A CX Consulting. We sat down to talk about Customer Success, Key Account Management, and how to drive real success with your most important clients. In this interview, you will learn: How to build proactive Customer Success Plans. Why it’s important for Customer Success teams to be prescriptive with their clients. How to grow into your Customer Success role. This was a fascinating conversation with a real Customer Success pro.

What are the best Customer Success YouTube channels? Start with our top five.


Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Customer Success managers are beginning to realize there is no ‘easy’ button,” says the SuccessCOACHING team, the training arm of SuccessHACKER.

The CCO Job Description Not to Use

Education Services Group

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.

Think ‘Outside-In’ to Improve Customer’s Experience: CX Lessons by Dr. Maneesha Pednekar, Director – Quality, Atos International

Customer Guru

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. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?


Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Their customers aren’t cash-strapped market segments. Their customers are your customers. And amongst that shared audience, their customer experience becomes the expectation set on your brand.

50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)


Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.

Think ‘Outside-In’ to Improve Customer’s Experience: CX Lessons by Dr. Maneesha Padnekar, Director – Quality, Atos International

Customer Guru

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. Dr. Padnekar, currently working as the Director – Quality for Atos in India, and drives initiatives on Quality & Customer Experience.

Guest Post: The Bottleneck is Always At the Top of the Bottle

Shep Hyken

She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22. One last point here about the behaviors you get – especially as we think about the behaviors required in a customer-centric culture.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach.

Put Your Customers At The Heart Of The Business – Dr. Maneesha Pednekar, Director of Process & Quality, Atos International

Customer Guru

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). She is also a Gallup Certified Strengths Coach and has trained in profiling and assessing for Emotional Intelligence. Atos operates under the main brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Contact Center Executive Priorities for 2018

CX Global Media

Coaching is the #1 agent experience focus for 2018. As you see below, in the “workforce empowerment” segment of the report there are several categories to consider when thinking about supporting and uplifting employee skills, abilities and ultimately the customer experience. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. Definitely not fast enough for customers. Reducing Customer Effort.

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Listening will serve you and your customers better – really listening to what your customers and stakeholders want and need can be a super power.

ESG Closes 2020 with Record-Setting Performance

Education Services Group

Customer Success becomes a “must-have” in a tumultuous economy, increasing the need for Customer Success as a Service ®. ESG, the market leader in Customer Success as a Service ® is proud to announce record-breaking 2020 year-end results.

Top 51 Customer Service Leaders – Best Customer Experience Influencers


Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Customer Service Leaders: Adam Toporek.

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.

Guest Post: Leaders Need to Show, Not Just Say

Shep Hyken

a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Employee Engagement customer service employee empowerment leadership lessons

Nov 20 – Customer Success Jobs


Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization. Lead initiatives that continue to improve internal processes and systems for the Customer Success team.

What is your top customer service tip?

CX Global Media

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvement Manager, and Head of Corporate Quality roles. What was my top customer service tip?

10 Selling Principles That Are the Foundation for Stronger Customer Relationships

Integrity Solutions

Customer expectations are higher than ever. But many of these fundamentals aren’t being addressed through typical sales training and coaching efforts. It also empowers them to walk away from an opportunity if what they are offering won’t satisfy a customer’s wants or needs.

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ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer


C-level appointments will accelerate customer-centric innovation and partnership from the top down as ChurnZero scales. Alli is joining the team as both a leader and the voice of the ChurnZero customer.

Top Customer Success Leaders to follow in 2022


With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding.

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Are You Turning Into Your Old Boss?

CSM Magazine

To make things simpler, easier, and more meaningful – both for ourselves and our customers. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Episode #13 – Building a People-First Culture at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author and consultant Annette Franz , on the importance of focusing on the workplace and build a people-first culture in your organization. She’s the founder and CEO of CX Journey, Inc, she’s on Forbes Coaches Council.

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader.

Inspire Your Employees by Treating Them Like Customers

CSM Magazine

Many organizations identify customers through a narrow lens – only those individuals and organizations that purchase products or services. Within a wider framework, customers are defined as any person or organization that the company engages with, whether employees, partners, vendors, suppliers, and more. Traditionally, customers are perceived as most important to an organization, defined by the revenue they provide. Employees as Customers. Customer Service Articles

Why Behavior Is Everything

CSM Magazine

Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations. If the Coronavirus pandemic has taught us anything, it’s that behavior is everything.

Why Change Gets Resisted

CSM Magazine

Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

4 Customer Support Myths to Avoid

Return Customer

To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. These are the facts that led brands to become more conscious about their customer support practices. That said, in trying to revamp their policies many brands lean into myths that make no business sense nor bring any customer satisfaction: 1. The Great Myth: The Customer is Always Right.