Customer centricity Customer emotions Customer Experience Customer Service 
C3Centricity
JANUARY 16, 2024
Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.
Beyond Philosophy
NOVEMBER 18, 2014
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. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.
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Beyond Philosophy
NOVEMBER 10, 2014
Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. Some do both.
Beyond Philosophy
FEBRUARY 5, 2015
Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. They market, and create experiences, within the branded vision.
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. Why Systems Matter to Your Customers.
Beyond Philosophy
NOVEMBER 10, 2014
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. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
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.
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