Secrets to Customer-Centric Business Growth

ClearAction

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids<sup>&reg;</sup>” and may eventually cease to exist. Remember the last complaint you heard from a customer?

Building Customer-Centricity into Your Organization

Amity

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. Blue J Legal is a SaaS company that does exactly this by aligning their team around their customers.

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Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? 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. Enough customer personas have been created by businesses to launch a new country!

The Rise of the Customer-Centric Mindset

Amity

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? ” In a recent survey, Econsultancy found that being customer-centric is the most important characteristic in order to establish a truly “digital-native” culture.

The Power of Customer-Centric Solutions

Horizon CX

All is well and good except when it comes to product-centric organizations believing and acting as if whatever they manufacture and sell or offer as a service is perfectly aligned with client needs and wants. Think of service as an intangible product that, through an exchange, delivers a tangible benefit to the customer. I was selling complex and highly customized laboratory robotic and automation systems into the biotech and pharmaceutical industry.

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

ChurnZero

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. Formalizing how Customer Success and Product communicate helps tear down these fences while still maintaining neighborly boundaries.

InformaTech

The Journey For A Customer-Centric Cultural Change: An Exclusive Interview With Mr. Sumit Nadgir, Director, TrueNorth

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.

Setting up Customer-Centric Organizations across Industries: An Exclusive Interview with Mr. Ajay Nambiar, Customer Service & Facility Management Head, L&T Realty

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. We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Is there an instance you recall where a good customer experience was able to mitigate a situation that could have otherwise resulted in a disaster?

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.

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

ijgolding

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! Having been involved in process improvement for a while, I was delighted to have found an organisation who appeared to share my values and beliefs – that wanted to use process improvement primarily for the benefit of their customers. Any business aspiring to succeed as a genuinely customer centric one must be able to determine if it has the right employees.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

InformaTech

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

ijgolding

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. Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place? but also customer driven ones (loyalty, satisfaction, effort etc.…).

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

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. sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

4 Customer Service Books Every CS Pro Should Own

Fonolo

Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be? With this being the “Era of the Customer,” it is now more important than ever for customer service professionals to stay ahead of ever-changing trends in the vast landscape that is the customer service and customer experience industries.

Calling all Call Centers: Confessions of a Tech Support Agent

Fonolo

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand. VPs & Directors of Customer Experience.

Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

Motivating Customer Experience Improvement. 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? more often in your customer experience strategy can help you develop empathy for every party involved. Trust in the Journey to Customer Centricity.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. So here are my seven learnings about customer service excellence: 1. Customer #CEX #CRM Click To Tweet.

Loving Suppliers for Customer Experience Excellence

ClearAction

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? Customer Experience Capabilities, Not Projects!

Don't Skip this Essential Step in Improving Your Customer Experience

PeopleMetrics

You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. Think about it: When organizational groups are in opposition, the definition of the ''right'' choice for the customer is murky at best. You may listen to your customers every day, in real-time.

5 Top Customer Service Articles For the Week of September 7, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. We need to hang on to our customers’ is reverberating around boardrooms all over the country right now. Some customers aren’t worth doing business with, or as she writes, “Hanging on to.” The key is to hang onto the right customers. Want to Deliver Better Customer Service?

Customer Experience Governance: Do This, Not That

ClearAction

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. You might remember how I came to this field of Customer Experience almost 20 years ago after years of working in the corporate world.

Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect. Customer Success

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.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Getting customers to the right agent was a challenge. Setup a customer feedback stream for agents. ” – Ross Cranwell, Contact Center Performance Management: Is Sharing Customer Feedback a Mistake? Can they give customer discounts?

Using the Agent Impact Score for quality assurance

Tethr

Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience.

Start with Your Customers to Craft Your Contact Center’s Omnichannel Customer Experience and Create Long-Lasting Brand Loyalty to Beat the Competition

SharpenCX

Chewy has incredible customer service. They send handwritten Christmas cards to loyal customers. And, they’re known to send flowers and bereavement notes to customers who have recently lost a pet. Build a better customer experience by coaching your agents to success.

Top 5 Customer Experience Predictions for 2020

CSM Magazine

AI unlocks intelligent experiences in customer support. AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions. Customer experience will be a priority in the boardroom. Conversational AI interfaces will become the new standard in customer experiences.

How Best to Create a B2B Customer Survey

ChurnZero

So, even if you are working hand in glove with a client on a regular basis, the formal customer survey can be deployed to great effect, garnering answers you never thought about, and identifying pain points or positive reactions that your clients may not have revealed to you otherwise. Checking in on customer service objectives? Focusing on customer retention? Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully.

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How Customer Experience Depends on Listening and Responding

PeopleMetrics

Listening and Responding to Customer Feedback. 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. At that point, the customer is well outside of his or her comfort zone, floating in a space of anxious exploration. Cater to the customer''s individual need? That''s why it''s so important for companies to listen and respond to their customers.

Putting Humanity in Contact Centers

Customer Relationship Metrics

This results in higher profits, lower costs, higher customer retention and referrals. The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Showing a genuine concern for customers’ needs, positive tone, and active listening are all critical to a customer’s perception of contact center service quality. Customer Disruption. Get a Constructive Process.

Thriving in Customer Experience on a Tight Budget

ClearAction

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back.

What Are Customer Needs: Best Ways to Identify and Meet Them

SmartKarrot

A business exists as long as its customers exist. When businesses go about paying heed to their own assumptions and steer away from the actual customer needs that call for a red flag. That ensures that you have a strong built-up customer-centricity.

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

Customer Success Scenario: How to Deal with Angry Customers (The Right Way)

SmartKarrot

Sometimes, in a high-pressure environment, your customer tends to lose their calm. There could be many reasons behind it ranging from bad customer experience to their internal matters. When you are in a customer-centric business, it is not always possible to keep your customer happy.

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

ijgolding

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn. One will focus purely on acquiring customers, including running digital marketing campaigns. In one role the link between employee engagement and customer satisfaction is highlighted, with a focus on hiring and nurturing talent.

Key Traits of Effective Customer Experience Leaders

Tenfold - Contact Center Blog

In many ways, today’s customers are wiser and more difficult to please. 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. With a wealth of options available to them, one minor blunder can lead a customer out the door. Customer Experience

Being In Service To Customers: An Exclusive Interview with Mr. Shekhar Kulkarni, Head, Supply Chain Management, Saint Gobain India Pvt Ltd – Gyproc Business

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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Being In Service To Customers: An Exclusive Interview with Mr. Shekhar Kulkarni, Head, Supply Chain Management, Saint Gobain Gyproc India Ltd

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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