ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Construction Chief Customer Officer 105

Amity

JUNE 24, 2018

This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. Customer-centric thinking gives customers a positive experience that will bring value to both the vendor and the customer.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

ShepHyken

FEBRUARY 22, 2021

Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

Customer Service 345

Customer Service Customer centricity Construction Customer Experience 345

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Customer Guru

MARCH 13, 2018

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.

Customer centricity 71

Customer centricity B2C Healthcare Feedback 71

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Real estate 110

Real estate Customer centricity Management Customer Service 110

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

ijgolding

NOVEMBER 29, 2017

If leaders are more interested in massaging their egos, than dealing with the truth, then it is important to make the truth plain for all to see – not in an insensitive, ‘bull at door’ manner – but in a constructive, sensitive, empathetic manner. The site serves 80,000+ visitors per month from 200 countries. You can read my column here!

Customer centricity 59

Customer centricity Personalization Construction Government 59

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Customer Experience 52

Customer Experience Construction Customer centricity Technology 52

Win the Customer

APRIL 18, 2023

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. One of the most insidious threats is the phenomenon known as groupthink.

Journey mapping 52

Journey mapping Customer Experience Customer centricity Construction 52

Beyond Philosophy

NOVEMBER 4, 2014

Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site? How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course. Another layout might make more sense for your product or service.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Nicereply

FEBRUARY 28, 2022

Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Focus constructive feedback conversations on the behavior you want the agent to correct.

Feedback 105

Feedback Construction Customer centricity Personalization 105

Customer Relationship Metrics

JULY 26, 2017

The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Beyond Philosophy

NOVEMBER 10, 2014

But I didn’t need those, nor the “religion” I was accused of fostering before, as during our work we’ve helped a number of success stories, including: A Construction company increased its profits by 50% and moved from 4th to 1st in market share by focusing and improving its customer experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Customer Guru

APRIL 10, 2018

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.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Anexa BPO

JANUARY 15, 2023

At the end of a constructive interaction with a skilled customer service rep, most of us are left with positive feelings and loyalty toward the brand. And being able to generate those feelings in a customer is money in the bank for businesses. the list goes on. Have questions?

outsourcing 52

outsourcing Construction Banking Customer centricity 52

Totango

OCTOBER 6, 2020

Customer support teams work with clients to fix these issues in real-time, helping them to find a solution while documenting the problem in-question—all while providing a friendly, constructive experience. Individual customer interaction scores. How Customer Success Creates Value Using Data-Driven Measures.

Customer Support 105

Customer Support Customer advocacy Construction Enterprise 105

PeopleMetrics

SEPTEMBER 17, 2015

If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? Trust in the Journey to Customer Centricity.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Russel Lolacher

DECEMBER 20, 2021

Not only do we address road closures due to various vehicle incidents, avalanche control and construction, but with climate change, we are increasingly stepping up to monumental fires and floods on a more regular basis. Our organization, the Ministry of Transportation and Infrastructure , is no stranger to major events. Why It Works.

Customer Care 98

Customer Care Transportation Government Construction 98

SharpenCX

JULY 21, 2020

Customer satisfaction doesn’t equate to customer loyalty. Delighting customers only goes so far. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs. Give your customers more control. Then, prioritize.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Global Response

JANUARY 31, 2023

Expectations from customers are high— 73% of customers expect businesses to understand what they want and need. As a result, companies must focus on creating a customer service process that is customer-centric and always directs back to the needs and desires of the customer. What does this look like?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

CSM Magazine

DECEMBER 5, 2019

Customer experience (CX) is now becoming the cornerstone of a brand’s reputation, and as such, brands are looking for new and innovative ways to transform their business in order to focus on customer-centricity.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

360Connext

JUNE 13, 2018

There was no way you could construct a crown small enough for them. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. Listen to customers. How about you?

Customer Service 77

Customer Service Construction Customer centricity Consulting 77

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Start with the end goal in mind.

Best practices 157

Best practices Surveys Metrics Construction 157

TeamSupport

JANUARY 18, 2022

To truly be a customer-first business, you need to know what your customers’ goals and pain points are, support them in ways that make these goals more achievable (or alleviate their hindrances), and ultimately help them grow. In fact, 70% or more of annual revenue comes from current customers.

B2B 52

B2B Customer centricity Construction Customer Support 52

ClearAction

AUGUST 22, 2020

It means customer experience is not viewed as something separate (siloed), but rather, as the basis for your business’ existence — and the existence of salaries, budgets and dividends. Customer data streams. This sharpens understanding of their impact on the customer experience spectrum. Customer Value Innovation.

Customer Experience 77

Customer Experience Customer centricity Construction Metrics 77

PeopleMetrics

JANUARY 20, 2015

A great customer experience lives in a similar construct. It requires both a company and its customers to step outside of themselves. Think of a customer. Listening to customer feedback and responding to it creates an environment centered on understanding. They come to the table complete. Want to learn more?

Customer Experience 108

Customer Experience Customer centricity Construction Feedback 108

ijgolding

SEPTEMBER 21, 2016

Any business aspiring to succeed as a genuinely customer centric one must be able to determine if it has the right employees. The most customer centric of leaders will understand the importance of – and have the courage to – change the people as much as anything else. Do your employees constructively challenge leadership?

Customer Experience 82

Customer Experience Customer centricity Construction Enterprise 82

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. The post How to Ensure Customer Experience is a Key Element of Your Business Strategy appeared first on IJ Golding.

Customer Experience 76

Customer Experience Customer centricity Metrics Construction 76

Nicereply

JUNE 12, 2023

Let’s explore twelve crucial things for managers to keep in mind when training new customer service team members. Help your new members shift their perspective on negative situations with ideas like: Reframing skills : Teach them how to reframe customer concerns into valuable feedback for growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

CSM Magazine

FEBRUARY 4, 2019

Traditionally, customers are perceived as most important to an organization, defined by the revenue they provide. When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer.

Customer centricity 49

Customer centricity Construction Coaching Consulting 49

REVE Chat Blog

JANUARY 22, 2020

Most of the businesses focus on innovations and fail to align their brand with customer needs. Businesses that are customer centric focus on identifying customer needs to build the best suitable products and services to create great value for customers. Customers stick to brands that are customer-centric.

Construction 108

Construction Feedback Customer centricity Surveys 108

The Petrova Experience

OCTOBER 6, 2022

Customer Experience Breaks through Siloes. The problem is, physical space designs are too often constructed in a vacuum, without comprehensive knowledge of (or consideration for) the end-to-end customer journey of the passengers who go through the space. Adding in customer experience after project completion does not.

Transportation 52

Transportation Engineering Journey mapping Customer centricity 52

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. The way you construct and name job a title is a reflection of the way you do business. And they hold businesses back. Probably not. It’s what you do with it that counts.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58

PeopleMetrics

FEBRUARY 6, 2015

In our research into customer-centric culture, we found strong cross-departmental working relationships were present in truly customer-centric and highly engaged workforces but were lacking in workforces on the other side of the spectrum.

Customer Experience 86

Customer Experience Customer centricity Journey mapping Feedback 86