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Being Customer Centric Doesn’t Mean What You Think It Does

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Because of the three following reasons: I operated from a mindset of what was good for the company and ignored the impact on Customers. Operate with Customer in mind. MORE

Customer centricity Journey mapping Consulting Consulting 232
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Putting the Power of Your People to Work for Customer Centricity

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. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently. MORE

Customer centricity Consulting Consulting Customer Experience 241
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Customer Centric Culture

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Customer-Centric Primary Motives: Making it easier and nicer for the customer to get and use solutions. MORE

Customer centricity Finance Engineering Sales 58
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The Power of Customer-Centric Solutions

Horizon CX

APRIL 4, 2019

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. MORE

Customer centricity Construction Engineering Marketing 40
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Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. Becoming Customer-Centric. MORE

Customer centricity Feedback Marketing Consulting 60
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Customer Centric Mission & Values

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Johnson & Johnson has an excellent way of communicating their customer-centric priorities: 1) doctors, nurses, patients, parents; 2) employees; 3) communities; 4) stockholders. Customers’ orders must be serviced promptly and accurately. Customer-focused priorities organically produce desired results for employees, communities and stockholders. MORE

Customer centricity Education Consulting Consulting 55
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Corporate Culture: Consulting The Customer-Centric Approaches Of The Greats

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate your brand against competitive inroads. How to make a customer-centered culture happen. Your core values should cover how customers, employees, and vendors should be treated at all times. MORE

Consulting Consulting Customer centricity Airlines 40
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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. When I worked at British Telecom almost 20 years ago, Customer Experience was just becoming a thing. MORE

Customer centricity Consulting Consulting Management 484
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Customer Centric Internal Branding

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers. (By MORE

Customer centricity Morale Surveys Advertising 55
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You Can’t Legislate Customer Centricity

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! MORE

Customer centricity Government Consulting Consulting 221
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Customer Centric Employee Engagement

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. MORE

Employee engagement Customer centricity Consulting Consulting 52
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Customer-Centric Hiring Builds Trust

ClearAction

DECEMBER 12, 2017

Customer-Centric Hiring Builds Trust Lynn Hunsaker. When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as top customer service providers have very deliberate methods for choosing the right people who will properly represent the company’s brand promise. We take our customers and our competition seriously — not ourselves.” MORE

Customer centricity Airlines Consulting Consulting 52
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Customer Centric Service Design

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality Maps help your project teams learn about end-to-end customer experience and pain points in a storyboard format, with an eye toward future innovation. “By 3) How will the solution work for the customer? MORE

Customer centricity Feedback Journey mapping Surveys 52
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Fireside Chat: Command Alkon on Creating a Customer-Centric Culture

Satrix Solutions

MARCH 26, 2018

For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer ( VoC) program. Here’s our interview with Leo Marthe, Director of Customer Success, on how the company has been able to achieve VoC success. Our goal is deliver an A+ Customer Experience. MORE

Customer centricity Feedback Surveys Employee engagement 73
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The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

DECEMBER 18, 2014

The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch point in the purchasing cycle. MORE

Customer centricity B2C Analytics Advertising 61
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Hello Customer and Paul Laughlin talk Customer Centricity

Peter Lavers

OCTOBER 20, 2015

Knowing what you’re customers are saying about your is just the tip of the ice berg! Last week, WCL CM teamed up with Hello Customer and Paul Laughlin, to get to grips on how companies can be more customer centric. Bram de Vos of Hello Customer , told us how keeping in touch with customers during the post-purchase phase provides vital information on how you’re performing. Customer Centricity Digital Latest Thinking MORE

Customer centricity Consulting Consulting Management 100
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Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Executives still believe they are doing well, with 75 percent saying their organization is customer-centric. Just 30 percent of customers agree. What are your customers doing? MORE

Customer centricity Surveys Technical Support Consulting 52
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Becoming a Customer-Centric Organization

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials. MORE

Customer centricity Feedback Finance Upselling 43
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Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. If we boil it down to its essence, there’s a five-step process to customer centricity. Customer-centric culture is a matter of commitment at all levels of your business. MORE

Customer centricity Feedback Consulting Consulting 94
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Customer-Centric Innovation

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. When the customer’s well-being comes first in your decision-making, you’re customer-centric. the customer’s world. MORE

Customer centricity Accountability Wait times Consulting 52
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5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. MORE

Customer centricity Consulting Consulting Customer emotions 265
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Top Priorities in Customer-Centric Contact Centers

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. MORE

Customer centricity Contact Center Gamification Journey mapping 40
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Customer Centric Employee Engagement

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors. MORE

Employee engagement Customer centricity Consulting Consulting 55
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Customer Centric Sales & Service Policies

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them. As we strive to win customers’ hearts and share-of-wallet, remember that kindness breeds gratitude , which builds customer enthusiasm for a brand. MORE

Customer centricity Sales Entertainment Government 52
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Customer Centric SWOT: Align Strategies to Customer Priorities

ClearAction

DECEMBER 13, 2017

Customer Centric SWOT: Align Strategies to Customer Priorities Lynn Hunsaker. Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric. The customer is left out of most templates you find in consultants’ toolboxes or business classes. 1) First, know your customers’ priorities and challenges and trends. MORE

Customer centricity Consulting Consulting Marketing 52
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Customer Centric Decisions

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Think about the highest priorities indicated by your most recent customer feedback, and how you could insert those priorities into a poster like this one: Our goal is to increase customer retention through product and service value creation. MORE

Customer centricity Enterprise Consulting Consulting 52
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Free Webinar: Kickstarting Your Customer-Centric Culture

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. MORE

Customer centricity Enterprise Consulting Consulting 52
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Customer-Centric Netflix Wins Big in the Most Surprising Way

Experience Investigators by 360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. Considering the customer at the center of all means re-framing situations and addressing the intent of the customer – not just the outcome. They took into account how these customers are actually RAVING FANS of their product. Is customer-centric thinking in your DNA? MORE

Customer centricity Consulting Consulting Accountability 60
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4 Reasons Sales Agents Need to Have Customer-Centric Mindsets

Outsource Consultants

NOVEMBER 29, 2017

In a recent article , Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that companies need to do the following: 1) Focus on improving every step in the entire customer journey with touchpoint analytics. . 2) Utilize artificial intelligence (AI) to help customers with chatbots and messaging channels. . MORE

Customer centricity Telemarketing Sales outsourcing 52
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Customer Centric Listening

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. I recommend prioritizing the listening effort by the cumulative lifetime profit of various customer segments. MORE

Customer centricity Consulting Consulting Customer Experience 52
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Customer Centric Processes for Stellar Customer Experience

ClearAction

DECEMBER 13, 2017

Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be, there is a snowball effect for employees’ (and suppliers’ and partners’) behaviors that can eventually permeate end-users. Customer-facing employees are only as effective as the rest of the company enables them to be. MORE

Customer centricity Customer Experience Consulting Consulting 52
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Top 20 Customer Success Consultants in 2020

SmartKarrot

NOVEMBER 2, 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. MORE

Consulting Consulting Coaching SaaS 52
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What Customer-Centric Companies Must Do To Become Customer-Obsessed

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 Awareness. Customer Sensitivity. Customer Focus. Michael Lowenstein, Ph.D., MORE

Customer centricity Complaint resolution Enterprise Banking 236
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What is Customer Centricity DNA?

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. What is Customer-Centricity DNA? MORE

Customer centricity Consulting Consulting Metrics 63
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The Art of Listening: A Key to Customer-Centricity

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as external customers in honing this skill. Practice Customer-Focused Listening Skills. MORE

Customer centricity Consulting Consulting Personalization 64
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How to Improve Customer Centricity in Hospitality

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. Having additional control of our lives today, means that customers are re-evaluating what they are offered. MORE

Customer centricity Consulting Consulting Personalization 98
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Customer Centric Action Plans

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Barclays’ personal performance reviews include a strategic satisfaction index, which includes a retrospective 3-month comparison to other banks and continuous improvement of the customers’ top ten wish list. MORE

Customer centricity Banking Best practices Feedback 52
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Guest Blog: Building a Customer-Centric Culture Around CRM Software

ShepHyken

FEBRUARY 1, 2019

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. MORE

CRM Customer centricity Finance Coaching 184
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Connecting People: The Key to Customer Centric Leadership

ijgolding

JULY 25, 2017

I have spent the last five years working with companies – not as an employee, but as a consultant. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. What the customer strategy is – or if there even is one. How the business is performing – financially and from the customer perspective. Connecting people is, in my opinion, the key to customer centric leadership. MORE

Customer centricity Banking Finance Enterprise 61
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Customer emotions Chief Customer Officer Journey mapping Employee engagement Customer retention Customer advocacy Complaint resolution Coaching Metrics Customer Experience More Related Topics >

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. When I worked at British Telecom almost 20 years ago, Customer Experience was just becoming a thing.

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Customer centricity Consulting Consulting Management 484

How to Improve Customer Centricity in Hospitality

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. Having additional control of our lives today, means that customers are re-evaluating what they are offered.

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

ShepHyken

FEBRUARY 1, 2019

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.

CRM 184
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CRM Customer centricity Finance Coaching 184

Customer Centric Internal Branding

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers. (By

Customer centricity 55
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Customer centricity Morale Surveys Advertising 55

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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You Can’t Legislate Customer Centricity

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law!

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Customer centricity Government Consulting Consulting 221

What is Customer Centricity DNA?

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. What is Customer-Centricity DNA?

Customer centricity 63
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Customer centricity Consulting Consulting Metrics 63

Customer Centric Employee Engagement

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.

Employee engagement 55
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Employee engagement Customer centricity Consulting Consulting 55

Customer Centric Mission & Values

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Johnson & Johnson has an excellent way of communicating their customer-centric priorities: 1) doctors, nurses, patients, parents; 2) employees; 3) communities; 4) stockholders. Customers’ orders must be serviced promptly and accurately. Customer-focused priorities organically produce desired results for employees, communities and stockholders.

Customer centricity 55
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Customer centricity Education Consulting Consulting 55

Customer Centric Action Plans

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Barclays’ personal performance reviews include a strategic satisfaction index, which includes a retrospective 3-month comparison to other banks and continuous improvement of the customers’ top ten wish list.

Customer centricity 52
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Customer centricity Banking Best practices Feedback 52

Customer Centric Decisions

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Think about the highest priorities indicated by your most recent customer feedback, and how you could insert those priorities into a poster like this one: Our goal is to increase customer retention through product and service value creation.

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Customer centricity Enterprise Consulting Consulting 52

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

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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.

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What is Customer Centricity DNA?

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. What is Customer-Centricity DNA?

Customer centricity 63
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Customer centricity Consulting Consulting Metrics 63

Free Webinar: Kickstarting Your Customer-Centric Culture

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience.

Customer centricity 52
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Customer centricity Enterprise Consulting Consulting 52

Customer Centric Listening

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns. I recommend prioritizing the listening effort by the cumulative lifetime profit of various customer segments.

Customer centricity 52
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Customer centricity Consulting Consulting Customer Experience 52

Customer Centric Sales & Service Policies

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them. As we strive to win customers’ hearts and share-of-wallet, remember that kindness breeds gratitude , which builds customer enthusiasm for a brand.

Customer centricity 52
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Customer centricity Sales Entertainment Government 52

Customer Centric Employee Engagement

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.

Employee engagement 52
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Employee engagement Customer centricity Consulting Consulting 52

Customer-Centric Innovation

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. When the customer’s well-being comes first in your decision-making, you’re customer-centric. the customer’s world.

Customer centricity 52
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Customer centricity Accountability Wait times Consulting 52

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization.

Customer centricity 265
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Customer centricity Consulting Consulting Customer emotions 265

Customer-Centric Hiring Builds Trust

ClearAction

DECEMBER 12, 2017

Customer-Centric Hiring Builds Trust Lynn Hunsaker. When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as top customer service providers have very deliberate methods for choosing the right people who will properly represent the company’s brand promise. We take our customers and our competition seriously — not ourselves.”

Customer centricity 52
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Customer centricity Airlines Consulting Consulting 52

What Customer-Centric Companies Must Do To Become Customer-Obsessed

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 Awareness. Customer Sensitivity. Customer Focus. Michael Lowenstein, Ph.D.,

Customer centricity 236
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Customer centricity Complaint resolution Enterprise Banking 236

Customer Centric Culture

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Customer-Centric Primary Motives: Making it easier and nicer for the customer to get and use solutions.

Customer centricity 58
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Customer centricity Finance Engineering Sales 58

Becoming a Customer-Centric Organization

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials.

Customer centricity 43
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Customer centricity Feedback Finance Upselling 43

Customer Centric Processes for Stellar Customer Experience

ClearAction

DECEMBER 13, 2017

Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be, there is a snowball effect for employees’ (and suppliers’ and partners’) behaviors that can eventually permeate end-users. Customer-facing employees are only as effective as the rest of the company enables them to be.

Customer centricity 52
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Customer centricity Customer Experience Consulting Consulting 52

The Art of Listening: A Key to Customer-Centricity

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as external customers in honing this skill. Practice Customer-Focused Listening Skills.

Customer centricity 64
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Customer centricity Consulting Consulting Personalization 64

Customer Centric Service Design

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality Maps help your project teams learn about end-to-end customer experience and pain points in a storyboard format, with an eye toward future innovation. “By 3) How will the solution work for the customer?

Customer centricity 52
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Customer centricity Feedback Journey mapping Surveys 52

Hello Customer and Paul Laughlin talk Customer Centricity

Peter Lavers

OCTOBER 20, 2015

Knowing what you’re customers are saying about your is just the tip of the ice berg! Last week, WCL CM teamed up with Hello Customer and Paul Laughlin, to get to grips on how companies can be more customer centric. Bram de Vos of Hello Customer , told us how keeping in touch with customers during the post-purchase phase provides vital information on how you’re performing. Customer Centricity Digital Latest Thinking

Customer centricity 100
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Customer centricity Consulting Consulting Management 100

Customer Centric SWOT: Align Strategies to Customer Priorities

ClearAction

DECEMBER 13, 2017

Customer Centric SWOT: Align Strategies to Customer Priorities Lynn Hunsaker. Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric. The customer is left out of most templates you find in consultants’ toolboxes or business classes. 1) First, know your customers’ priorities and challenges and trends.

Customer centricity 52
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Customer centricity Consulting Consulting Marketing 52

Connecting People: The Key to Customer Centric Leadership

ijgolding

JULY 25, 2017

I have spent the last five years working with companies – not as an employee, but as a consultant. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. What the customer strategy is – or if there even is one. How the business is performing – financially and from the customer perspective. Connecting people is, in my opinion, the key to customer centric leadership.

Customer centricity 61
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Customer centricity Banking Finance Enterprise 61

Being Customer Centric Doesn’t Mean What You Think It Does

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Because of the three following reasons: I operated from a mindset of what was good for the company and ignored the impact on Customers. Operate with Customer in mind.

Customer centricity 232
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Customer centricity Journey mapping Consulting Consulting 232

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. If we boil it down to its essence, there’s a five-step process to customer centricity. Customer-centric culture is a matter of commitment at all levels of your business.

Customer centricity 94
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Customer centricity Feedback Consulting Consulting 94

Top 20 Customer Success Consultants in 2020

SmartKarrot

NOVEMBER 2, 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.

Consulting 52
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Consulting Consulting Coaching SaaS 52

Top Priorities in Customer-Centric Contact Centers

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction.

Customer centricity 40
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Customer centricity Contact Center Gamification Journey mapping 40

Putting the Power of Your People to Work for Customer Centricity

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. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently.

Customer centricity 241
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Customer centricity Consulting Consulting Customer Experience 241

Fireside Chat: Command Alkon on Creating a Customer-Centric Culture

Satrix Solutions

MARCH 26, 2018

For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer ( VoC) program. Here’s our interview with Leo Marthe, Director of Customer Success, on how the company has been able to achieve VoC success. Our goal is deliver an A+ Customer Experience.

Customer centricity 73
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Customer centricity Feedback Surveys Employee engagement 73

Corporate Culture: Consulting The Customer-Centric Approaches Of The Greats

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate your brand against competitive inroads. How to make a customer-centered culture happen. Your core values should cover how customers, employees, and vendors should be treated at all times.

Consulting 40
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Consulting Consulting Customer centricity Airlines 40

The Power of Customer-Centric Solutions

Horizon CX

APRIL 4, 2019

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 centricity 40
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Customer centricity Construction Engineering Marketing 40

Customer-Centric Netflix Wins Big in the Most Surprising Way

Experience Investigators by 360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. Considering the customer at the center of all means re-framing situations and addressing the intent of the customer – not just the outcome. They took into account how these customers are actually RAVING FANS of their product. Is customer-centric thinking in your DNA?

Customer centricity 60
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Customer centricity Consulting Consulting Accountability 60

4 Reasons Sales Agents Need to Have Customer-Centric Mindsets

Outsource Consultants

NOVEMBER 29, 2017

In a recent article , Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that companies need to do the following: 1) Focus on improving every step in the entire customer journey with touchpoint analytics. . 2) Utilize artificial intelligence (AI) to help customers with chatbots and messaging channels. .

Customer centricity 52
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Customer centricity Telemarketing Sales outsourcing 52

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. Becoming Customer-Centric.

Customer centricity 60
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Customer centricity Feedback Marketing Consulting 60

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Executives still believe they are doing well, with 75 percent saying their organization is customer-centric. Just 30 percent of customers agree. What are your customers doing?

Customer centricity 52
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Customer centricity Surveys Technical Support Consulting 52

The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

DECEMBER 18, 2014

The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch point in the purchasing cycle.

Customer centricity 61
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Customer centricity B2C Analytics Advertising 61
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