CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in!

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Then let’s dive right in!

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

ShepHyken

MAY 26, 2023

She writes about next-generation loyalty programs and how they can enhance customer experience. Innovative Elements of Next-Generation Loyalty Programs Next-generation loyalty programs introduce a range of innovative elements that enhance customer experiences and drive engagement.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

AUGUST 21, 2023

. • Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media. Customers have high expectations when it comes to responsiveness, and meeting those expectations can significantly impact customer satisfaction and loyalty.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? A few staff meetings. Maybe a couple of customer surveys. For these businesses, customer centricity is not just a buzzword. That’s not it.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware.

Customer Experience 143

Customer Experience Feedback Customer centricity CRM 143

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 246

Customer Experience Advertising Employee engagement Sales 246

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

Contact Center Pipeline

DECEMBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. What is your […].

Customer centricity 147

Customer centricity Metrics Contact Center Consulting 147

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. Quotes: “Every interaction with the customer matters. ” Tune in!

Customer centricity 219

Customer centricity Feedback Customer Experience Customer Service 219

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. The majority of a Senior Manager’s time is spent in meetings, not with Customers.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

ijgolding

OCTOBER 3, 2016

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? Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer centricity 105

Customer centricity Customer Experience Construction Chief Customer Officer 105

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 203

Government Customer Service B2B B2C 203

The Petrova Experience

DECEMBER 20, 2022

Customer experience strategy guides exceptional experience and bolsters growth. In fact, a well-crafted, consistently deployed CX strategy built to address customer personas, needs, and wants, and to anticipate market changes and opportunities, contributes to customer experience as a competitive advantage.

Customer Experience 98

Customer Experience Banking Customer centricity Wireless 98

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience?

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 147

Customer Service Customer centricity Customer Experience Feedback 147

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 66

Customer centricity Employee engagement Surveys Sales 66

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Seamless Omnichannel Experience As pointed out by the experts at Salesforce, an omnichannel approach is pivotal in modern customer experience. Cultivating a Customer-Centric Culture 1.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

PeopleMetrics

JANUARY 12, 2015

We have 12 months to kick butt with our customer-centric goals. Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal? Develop an agenda for each meeting, and share with all attendees.

Customer Experience 130

Customer Experience Customer centricity Wireless B2B 130

The Petrova Experience

AUGUST 30, 2022

When we look at how to build a customer-centric culture , we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal of meeting and exceeding customer needs.

Customer centricity 52

Customer centricity Transportation Employee engagement Government 52

ShepHyken

SEPTEMBER 11, 2020

Some people are afraid of them, others try to meet them and some even try to ignore them. In order to win the heart and the business of customers, it is advisable to take these evolutions into account. His core expertise is the future of customer-centricity. People react differently to these challenges.

Customer Experience 320

Customer Experience Customer centricity Government Healthcare 320

ClearAction

NOVEMBER 27, 2018

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. Experiment with this paradigm shift.

Customer centricity 74

Customer centricity Marketing Customer Experience Management 74

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 52

Customer Experience Customer centricity Marketing Feedback 52

Hello Customer

JUNE 1, 2021

More than ever, customer experience forms the foundation of success for businesses. So how can extreme customer centricity in relation to products and services help your organization? How do customer-centric organizations distinguish themselves? How a company deals with opposing interests.

Marketing 98

Marketing Customer centricity Banking Feedback 98

Hello Customer

JANUARY 22, 2021

How do you know if you still reach your customers? And does the digital experience meet your customer’s needs? Digital doesn’t mean less customer-centric. It means a shift from a process-centric way of working, to a customer-centric mindset. How do you know if you’re doing a good job?

Customer centricity 98

Customer centricity Self service Feedback Customer Experience 98

Tethr

AUGUST 18, 2020

There is no such thing as placing too much emphasis on the customer experience. As brands battle for the largest share of customer minds and wallets, it’s clear that appeasing the customer’s entire journey is the best way to stay competitive in a world where a company’s reputation and reviews are but an internet search away.

Customer Experience 110

Customer Experience Customer centricity Customer effort Enterprise 110

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Customer Experience 83

Customer Experience Healthcare Metrics Customer emotions 83

Russel Lolacher

MARCH 2, 2022

Speaking and sharing my experience for as long as I have in the customer/experience relationship space, I’ve had the absolutely pleasure of making some friends along the way. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business.

Customer centricity 59

Customer centricity Accountability Enterprise Sales 59

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

Customer centricity Enterprise Consulting Consulting 52

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

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. So here goes: Let’s start with Customer Service – the two words that have been embedded in the way organisations work for decades.

Customer centricity 84

Customer centricity Customer Experience Customer Service Finance 84

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer centricity 83

Customer centricity Customer Experience Feedback Enterprise 83

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. Reminder badge cards or posters such as this are great for building a customer centric culture.

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54