Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. Build customer centricity into your core values. MORE

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

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. Economist Lawrence Abbot observed way back in 1955 that “What people really desire are not products but satisfying experiences. People want products because they want the experience-bringing services which they hope the products will render.” MORE

In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. Such exchanges are typically what prospective clients seek from customer experience software like ours. But we’ve noticed a trend of companies asking us for transactional surveys before they truly understand their customers. MORE

There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. A company that values its customer’s business may set up a designated customer support team for complaints and feedback, but a customer centric company will put the needs of customers at the forefront of operations and ensure that all members of the team are on the same page. MORE

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 staff survey and what does it reveal? MORE

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? Are your customers truly at the center of your business universe? What Is Customer-Centric Thinking? MORE

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

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. in per-customer incremental revenue. This omnichannel CX is increasingly expected by today’s customers. BT – Customer-centric culture. MORE

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Customer wait time during chat. MORE

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

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view. MORE

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. Customer Experience Fireside Chat MORE

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

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? MORE

As we know from our work in helping companies build customer-centric cultures , leadership must be on board for any real cultural change. Employee engagement surveys are only as good as the candor with which they’re taken. In our research, customer centricity works very well.) It can help you assess the customer centricity of your own culture. * * *. MORE

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

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy. MORE

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. MORE

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. For many companies it’s a major cause of staff demotivation and customer disaffection. It affects the customer experience because (of course!) Lack of a real customer strategy. MORE

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers. MORE

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? Discover our award-winning Customer Experience (CX) blog: [link]. MORE

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? What role does a Voice of Customer (VoC) program play in a customer-centric strategy? Discover our award-winning Customer Experience (CX) blog: [link]. MORE

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs. Let your customers speak for you. MORE

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. Uphold a customer-centric employee strategy. MORE

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. The number of organisations and their leaders who have started to ‘talk’ about Customer Experience has steadily increased over the last few years. ENABLE people to have a customer focused mindset. MORE

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience. MORE

These days, customers expect personalized service. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Customers expect high standards. Delivering clear value makes you critical to your customer’s success and future growth. Nurture customer growth. Nurture Customer Growth. MORE

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. Long-term penalties: decreased spending or churn — engagement didn’t live up to customer’s expectations. What is customer engagement? MORE

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

There is no such thing as placing too much emphasis on the customer experience. So are you investing enough in the customer experience? A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent. MORE

For any company that is seriously invested in long-term success, perfecting the customer experience should be a priority. Customers reward the brands that are devoted to them: According to ThinkJar, 55% are willing to pay more for a guaranteed good experience. And the statistics back up this assertion: Dimension Data cites that 84% of organizations working to improve customer service have an increase in revenue. Listen to your customers. MORE

Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. But customer needs change. MORE

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. Sometimes this even gets out to the customers! I have too often listened to calls in which an agent blames another part of the business for the customer’s predicament. Customer Centricity Latest Thinking MORE

It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. This way, every customer interaction is informed by as much personal information as possible. Why a Customer-Centric Culture Matters. Proactively engage customers. MORE

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better drugs. MORE

These days, customers expect personalized service. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Customers expect high standards. Delivering clear value makes you critical to your customer’s success and future growth. Nurture customer growth. Nurture Customer Growth. MORE

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy. For a very many B2B companies, across many sectors, the growing influence of customer-experience strategies and the bold moves of customer-centric leaders pose a critical challenge. MORE

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? What does that mean for the customers? MORE