Peter Lavers

JULY 6, 2016

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. It is not Marketing “fluff” and definitely not the IT system!

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 221

Customer Service Customer centricity B2B Contact Center 221

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. Why or why not?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. I’m often asked to define customer centricity.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

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

Peter Lavers

APRIL 20, 2021

Building B2B trust for more customer-centricity. You can read the article by clicking here.

B2B 130

B2B Customer centricity Customer Experience CRM 130

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty.

Customer Service 224

Customer Service Customer centricity B2C B2B 224

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. The stakes are high.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

CX Journey

DECEMBER 18, 2014

In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask. customer experience customer-centric culture'

Customer centricity 76

Customer centricity Customer Experience B2C Analytics 76

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Talkdesk

APRIL 14, 2016

Customer-centricity is the key to success in the modern business landscape. Whether you sell a B2B SaaS cloud-based service or gluten-free, organic, non-GMO oranges, your best bet is to take a customer-centric approach. We will be exploring this topic in depth at our upcoming summit on customer experience, Opentalk.

Customer centricity 40

Customer centricity Benchmark B2B SaaS 40

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

ShepHyken

OCTOBER 2, 2017

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

Peter Lavers

NOVEMBER 16, 2017

Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. This has been repeated with mobile devices and to some extent Social, which when added to the traditional routes to market, means that a business has become multi channel. These changes will affect a lot more than the marketing department.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Interactions

OCTOBER 15, 2020

He also acknowledged that AI is an important part of optimizing customer experience and market engagement. Since insurance entities typically keep an eye on what their peers are doing, they seem to be trying to catch up with their competitors around customer centricity and their willingness to play in the new InsurTech space.

Marketing 62

Marketing Customer centricity Self service Technology 62

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. By the way, if you Google the word, you get the definition from an article in 2016, but my spell check doesn’t recognize it.).

Customer Service 194

Customer Service B2B B2C Personalization 194

Beyond Philosophy

OCTOBER 2, 2017

Executives say the site overlooks nuances in reviews, and they don’t like its definition of who qualifies as a critic. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions.

Customer centricity 333

Customer centricity Consulting Consulting Customer emotions 333

C3Centricity

OCTOBER 1, 2019

I hope they inspire you to do the same and to aspire to exceed customer satisfaction whenever and wherever you can. to be the Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.". That makes it crystal clear how customer centric they are.

Marketing 72

Marketing Customer centricity CRM Transportation 72

Peter Lavers

NOVEMBER 16, 2020

The links between customer and staff satisfaction, ease of working/doing business, and advocacy are very well established, and yet the programmes to understand and manage these are all too often divorced within the organisation. It’s another example of silo working and business management that is not customer centric.

B2B 130

B2B outsourcing Customer centricity Consulting 130

C3Centricity

JULY 30, 2018

All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers. ” What is it?

Marketing 48

Marketing Customer centricity Advertising Benchmark 48

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Instead, he cringes. Daniel Sills.

Marketing 61

Marketing Customer centricity Big data Finance 61

ShepHyken

OCTOBER 15, 2018

The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Word of mouth marketing shouldn’t happen by accident. So, how do you get feedback?

Customer Service 218

Customer Service Automotive Feedback Customer centricity 218

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. The stakes are high.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. To entice those customers to come in-store requires there to be something worth coming in for.

Customer Service 224

Customer Service Customer centricity Service level Marketing 224

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. Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

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. Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Amity

DECEMBER 18, 2013

Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. From the enthusiastic discussion, we continue to hear that – despite best intentions – customer success is still very much in its infancy. Influitive. ScribbleLive.

Customer centricity 48

Customer centricity Engineering Accountability Sales 48

Infinity

DECEMBER 19, 2018

We’ve seen micro-marketing scandals with Cambridge Analytica, successes with Easterseals Southern California’s (ESSC) ingenious “Change the Way You See Disability” campaign, and the GDPR black cloud which has invited marketers to re-think their uses of big data and targeted marketing campaigns. What’s their view of the year?

Marketing 61

Marketing Big data Customer centricity Education 61

ChurnZero

APRIL 12, 2022

Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. What could the right person do for your business and customer relationships?

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

SmartKarrot

NOVEMBER 10, 2020

There was a time when large organizations were built solely depending upon the product-centric approaches. But as the customers have evolved, companies are slowly shifting towards a customer-centric approach. Yet, product centricity cannot be fully ignored for it has its own plus points that add into the business.

Customer centricity 21

Customer centricity SaaS Marketing Sales 21

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

ChurnZero

FEBRUARY 21, 2022

That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights. What is a customer advisory board? Sharing first-hand insight into the customer experience.

SaaS 98

SaaS Feedback Advertising Customer centricity 98

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. Kaye: Yeah, I am definitely finding that as well. And so in the next slide, Nate Brown is the co-founder of CX Accelerator.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Toister Performance Solutions

OCTOBER 28, 2021

A lot of people struggle to find a clear and consistent definition. That’s why, when I wrote The Service Culture Handbook , I initially avoided marketing it as a book about leadership. The Merriam-Webster dictionary has a definition of leadership that works just fine. Here's how the process can help you become a better leader.

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

Talkdesk

MARCH 30, 2020

According to Salesforce digital transformation is “the process of using digital technologies to create new — or modify existing — business processes, culture, and customer experiences to meet changing business and market requirements”. What stands out within the definition is customer experience (CX).

Contact Center 83

Contact Center Customer centricity Chatbots Technology 83