Creating A Customer-Centric Strategy

Integrity Solutions

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? Are your customers truly at the center of your business universe? What Is Customer-Centric Thinking?

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

ShepHyken

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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Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

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. What Gets in the Way of a Customer-Centric Culture.

The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

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.

The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

Contact Center Technology Finally Enables You to Be Customer Centric

CX Global Media

Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed? The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. When all of your different channels act as silos of interactions versus unique customers needing to be served regardless of their communication channel, it prohibits you from being customer centric.

Here’s What A Customer-Centric Leader Should Look Like

Customer Guru

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today. It’s time that companies make delivering awesome customer experience their number one priority.

The Ultimate Tech Stack for Customer-Centric Support Teams

aircall

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . What Being Customer-Centric Looks Like for Support Teams.

Customer Feedback Vital for Employee Coaching

Hello Customer

Customer Centricity Employee Engagement

How to Train, Support, and Coach Customer Service Agents

Fonolo

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. Get Customer Feedback.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. The Power of Coaching. As he points out, this is coaching at its most powerful.

Customer Success and Product: How to Align Your Customer-Centric Stars (Part 1 of 2)

ChurnZero

If this expression captures how you feel when your Customer Success and Product teams interact or fulfill a customer request without bickering or finger pointing, then please continue reading. Why Customer Success and Product Need to Align. Customer Success Around the Web.

4 Reasons Your Quality Management Stinks

Customer Centric Support

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. How does an agent achieving ‘x’ score help the customer?

The Customer Service Vision Statement

Customer Centric Support

Two years ago, I would have been in the same state of mind – but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. It was an ICMI workshop by the one and only Jeff Toister that first turned me on to the concept of a Customer Service Vision. Our Customer Service Vision: “Supporting our customers and each other in a manner that’s effortless, accurate, and friendly.”.

Creating Quality Customer Service Interactions With DiSC

Customer Centric Support

Using DiSC in a customer service context to enhance both the customer and the agent experience. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment. Another wonderful aspect of DiSC is how it’s applicable to both customer and internal communications. DiSC for Improved Customer Communication. Back to Customer Centric Support.

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try? Customer Experience is a fact-based methodology.

Amazing Business Radio: Annette Franz

ShepHyken

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz: Customer understanding is a cornerstone of a customer-centric culture.

Ethical Selling: How to Embrace Transparency and Win More Sales

Integrity Solutions

Harvard Business Review reported on research conducted by Bain, which has taken the 40 distinct kinds of value that B2B offerings provide customers and organized them into a pyramid with five levels. Your sales team’s ability to meet the customer’s perception of sales ethics will depend on .

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Are your sales training efforts keeping up with customer expectations?

Integrity Solutions

Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. Today, with customer expectations, industry disruption and competitive pressures continually transforming markets and opportunities, sales leaders need to reevaluate what an effective approach to sales onboarding looks like. The Value of a Great Coach.

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Top 5 Posts in January

Contact Center Pipeline

Morale 130

The Key to Great Customer Service: Collaboration

Customer Centric Support

Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship. Ask your whole staff, not just leadership, how the customer experience or the agent experience could be improved. Return To Customer Centric Support.

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. Today, a business can’t thrive and grow without providing comprehensive, continuous customer service training for employees.

Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right.

The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. It’s always been my philosophy that customer service is not a department. In the past, I covered six steps to creating a customer-centric culture.

Grounds for investing more in customer experience

Tethr

There is no such thing as placing too much emphasis on the customer experience. So are you investing enough in the customer experience? A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Provide Alternative Solutions to Create a Better Customer Experience

Peter Lavers

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. Problem Solve for a Better Customer Experience. Some people think this way naturally and therefore provide a great customer experience. This is a typical off-season customer experience.

Are your sales training efforts keeping up with customer expectations?

Integrity Solutions

Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The Value of a Great Coach. Another essential component of that strategy is sales managers who are skilled at and committed to regular coaching. So while “train early, train often” may be the mantra, in many ways, ongoing coaching is the true catalyst.

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One Night in New Orleans - Customer Response Summit

Amplifai Coaching Category

Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions

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.

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1.

5 Skills Needed to Excel In Healthcare Sales Today

Integrity Solutions

While most healthcare sales leaders already know how to manage and balance the two, the distinction here is that they have to be able to coach their teams to do the same. Being that trusted advisor that your customer can rely on will be a major differentiator going forward.

5 Benefits of Hiring a Customer Experience Coach for Strategic Growth of Your Business

SmartKarrot

No one can deny the fact that customer experience has become a significant part of business success today. The reasons can be attributed to competitive differentiation, enhanced customer satisfaction and loyalty, increased acquisition and decreased churn, greater top-line growth, etc. .

How to Align Frontline Training with QA Results

Contact Center Pipeline

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals. Training & Development call center coaching contact center QA quality assurance trainingSo how can contact center managers more effectively tie QA results into training? In our recent Contact Center Training Special Issue, we asked the experts from the leading contact center training […].

Amazing Business Radio: Vibhas Ratanjee

ShepHyken

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.

Driving Growth Through Customer Experience

Integrity Solutions

The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? The truth is, now more than ever, everyone plays a part in delivering a superior customer experience. Market leaders recognize that exceptional customer experience can become a powerful guard against industry volatility and a huge competitive advantage.

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. Here are 3 ways in which Hello Customer helps them achieve their CX goals: 1.

Video – See What You’ve Been Hearing

Enghouse Interactive

With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). It’s helping them become more customer-centric, increasing their overall responsiveness, and by extension, their success.