TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

C3Centricity

MARCH 21, 2024

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! These numbers made me realise that customer understanding risks being forgotten and then constantly reinvented by the newly hired people in marketing and market research positions.

Marketing 62

Marketing B2C B2B Consulting 62

Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is. It starts with Naïve, which are the least customer-focused companies and are unaware of it.

Customer centricity 356

Customer centricity Consulting Consulting Customer Experience 356

Beyond Philosophy

MAY 7, 2020

You would have thought that there would be some way of segmenting the market to route calls to different levels of technical support instead of having everyone start the same. Identify the culture of your organization now and improve your customer-centricity. The top team wants loyal customers. Of course!

Customer centricity 437

Customer centricity Technical Support Consulting Consulting 437

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. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. Customers will certainly agree that actions speak louder than words.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model.

Interactive Voice Response 342

Interactive Voice Response Customer centricity Consulting Consulting 342

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. However, it doesn’t surprise me; QVC addresses the psychology of the customer in their experience. It is the essential concept we tout at our global Customer Experience consultancy.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

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.

Customer centricity 54

Customer centricity Wait times Accountability Best practices 54

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Well you can! Well you should be.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

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.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 15, 2017

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

Customer centricity 315

Customer centricity Journey mapping Consulting Consulting 315

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Next, you need a champion.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 8, 2018

He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there. The drop in the oil prices of late has forced governments to free up the markets, create competitive landscapes, and attract foreign investors.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

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. Originally published on CustomerThink.

Customer centricity 54

Customer centricity Consulting Consulting Marketing 54

Beyond Philosophy

SEPTEMBER 17, 2015

When the stock market tanks like it did recently, most CEOs would be worried about their revenue also falling (not to mention falling figures from those CEO bonuses we all hear so much about). Our customers are likely to experience an increased level of anxiety and concern. I talk a lot about Customer-centricity of organizations.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

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. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

Beyond Philosophy

NOVEMBER 14, 2020

He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Carbone suggests deepening your understanding of how customers think vs. what they think. Joe Pine is the author of the book that started it all, The Experience Economy.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. Why is customer service a problematic aspect of the legal industry?

Customer centricity 52

Customer centricity Technology Chatbots Education 52

Beyond Philosophy

JUNE 23, 2015

.; and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. And, once these customers are on board, are companies doing enough of the right things to keep them?

Marketing 247

Marketing Wireless Advertising Revenue potential 247

ShepHyken

AUGUST 6, 2019

Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. This is the way to succeed in today’s world.

Customer centricity 288

Customer centricity Coaching Consulting Consulting 288

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Education Services Group

JUNE 21, 2021

ESG, the leader in Customer Success as a Service® (CSaaS), announced today it has signed an agreement to deliver its Customer Success Plan service offering for a new client in the business information services space. ESG’s services enable clients to accomplish their ultimate goal of reduced churn and increased retention.

Marketing 52

Marketing Consulting Consulting Customer centricity 52

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Consulting 480

Consulting Consulting Marketing Customer Experience 480

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 208

Customer centricity Banking Enterprise Government 208

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. Research is essential to take your Customer Experience to the next level.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246