Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

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

Beyond Philosophy

To improve your customer experience you must also become much more customer centric. Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer-Centric Marketing: Align for Growth

ClearAction

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points.

Customer Centricity Masterclass Highlights

Peter Lavers

Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Customer Centric Internal Branding

ClearAction

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. By the way, what’s promised to customers should, in fact, be what your internal behaviors actually produce.).

What is Customer Centricity DNA?

ClearAction

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.

Customer-Centric Marketing: Step-Up Performance

ClearAction

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Examine the gap between aiming at the customer and elevating the customer.

Customer Centric Employee Engagement

ClearAction

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.

Customer Centric Mission & Values

ClearAction

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Customers’ orders must be serviced promptly and accurately. Customer-focused priorities organically produce desired results for employees, communities and stockholders.

Customer Centric Action Plans

ClearAction

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? The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Customer Centric Decisions

ClearAction

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. Can we do this successfully, and will our customers notice?

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. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centric Listening

ClearAction

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. Consider listening to current, lost and potential customers.

Top Priorities in Customer-Centric Contact Centers

RapportBoost

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. There are many channels and customers often have strong preferences.

Customer Centric Employee Engagement

ClearAction

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.

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

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Customer-Centric Innovation

ClearAction

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? the customer’s world. Nurture customer-centricity by keeping employees.

Customer Centric Sales & Service Policies

ClearAction

Customer Centric Sales & Service Policies Lynn Hunsaker. As we strive to win customers’ hearts and share-of-wallet, remember that kindness breeds gratitude , which builds customer enthusiasm for a brand. Are we truly grateful for our customers?

What is Customer Centricity DNA?

ClearAction

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.

Customer-Centric Hiring Builds Trust

ClearAction

Customer-Centric Hiring Builds Trust Lynn Hunsaker. When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. We take our customers and our competition seriously — not ourselves.”

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer? By the end of this webinar, you will know: Which channels of communication customers prefer, and why.

Customer Centric Operations

Peter Lavers

I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business. Is there a ‘single view’ of the customer?

Customer Centric Processes for Stellar Customer Experience

ClearAction

Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. Customer-facing employees are only as effective as the rest of the company enables them to be.

Customer Centric Service Design

ClearAction

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! 3) How will the solution work for the customer?

Making AI Customer-Centric

Customer Experience Matters

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. The post Making AI Customer-Centric appeared first on Customer Experience Matters®.

From Single Channel to Omnichannel

Speaker: Tom Vander Well, President & CEO, Intelligentics

Technology is allowing for a growing number of communication channels between businesses and their customers. What channels do your customers want? Customer expectations can change as rapidly as the technology. How to do your due diligence to make wise, customer-centric choices.

The Art of Listening: A Key to Customer-Centricity

ClearAction

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. Consider internal customers as well as external customers in honing this skill.

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

Beyond Philosophy

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. I concerned myself with internal costs at the expense of Customer Experience.

Customer Centricity Masterclass with Doug Leather

Peter Lavers

Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. It was commented that senior management can easily lose touch with the customer experience that their company delivers.

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

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.

Leading A Customer-Centric Operation

Chip Bell

If 10 years ago you had invested $100 in a fund made up of the most customer-centric companies in the U.S. according to the American Customer Satisfaction Index), your investment today would be worth over $650.

Building a Customer-Centric Knowledge Base

GetFeedback

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. Customer Experience

Why Collaboration Only Happens With A Customer Centric Culture

Nextiva

Any business that lacks a customer centric culture is well on their path to being irrelevant. But customer service statistics show that those that are customer-centric become profitable faster. The post Why Collaboration Only Happens With A Customer Centric Culture appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Customer Experience

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CX Institute Fills Customer-Centric Transformation Gap

Customer Experience Matters

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. The post CX Institute Fills Customer-Centric Transformation Gap appeared first on Customer Experience Matters®. Customer experience

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

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

Beyond Philosophy

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.,

Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Top Five Obstacles to Customer Centricity #3 Numbers Focus

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Does it mention customers?

Top Five Obstacles to Customer Centricity #2 Stalled Customer Programmes

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Customer Centric SWOT: Align Strategies to Customer Priorities

ClearAction

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.