What Is Your Customer-Centric DNA?

Contact Center Pipeline

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience across all products, channels and brands.

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. Here are some great examples of companies whose customers agree are doing a superior job at being customer-centric.

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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. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.

What Ants Can Show You About Employee Engagement & Customer Centricity

PeopleMetrics

Antsy for Customer-Centric Cultures. For illustrative purposes, let’s replace the word “ants” with “employees”: 3% of employees are seen working all the time. 25% of employees are never seen working. 72% of employees are seen working less than half the time. For example, independent research shows that customer focus plays a role in employee engagement. And that's just one of several factors that could affect employees.

Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

The Human Side of Employee Engagement

Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].

CX Competency: Employee Engagement (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

Report: Employee Engagement Competency & Maturity, 2018

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

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. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids<sup>&reg;</sup>” and may eventually cease to exist. Engagement — Collaborating for Results.

Report: Employee Engagement Competency & Maturity, 2017

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

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? 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.

Creating a Customer-Centric Culture across the Board

Hello Customer

The Platform Hello Customer Employee Engagement Customer Experience Featured

The best way to improve employee engagement

Brad Cleveland

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Understanding the Employer Journey — The Employee Engagement Loop

ijgolding

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to immediately disagree with. What do I mean by the ‘right employees’?

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Early in April, Hsieh sent an email to his employees about adoption of the system. Hsieh told Zappos employees they had until the end of April to choose to stay aboard or jump ship. Zappos even paid employees to quit after training as early as 2008.

How to Build a Customer-Centric Culture for Highly Effective Teams

The Petrova Experience

When we look at how to build a customer-centric culture , we must look inside the organization first. Organizations that invest in building purpose-driven, customer-centric cultures see an ROI that goes beyond customer happiness. Customer-centric Culture

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

PeopleMetrics

He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. For example, “Work Hard, Think Big, and Eat Kale” written on walls and employee business cards might induce a productive, ambitious, fibrous culture. I am available to the employees brave enough to enter my office and interrupt me.”. These unspoken social interpretations are a big part of employee engagement and culture.

When Employee Engagement Goes Wrong

CSM Magazine

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Many times, these programs become a flash-in-the-pan, not truly geared towards building a healthy organizational culture, but a reaction to when employees are disengaging and attrition numbers are up.

Getting Employees to Care: Employee Engagement and Culture

PeopleMetrics

Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? To make it worse, “How do we get employees to care?” creates a division between you and your employees from the start. But employees are part of the collective “we” that makes up your company.

4 Customer Centricity Lessons From My Visit to Costco

PeopleMetrics

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort. Engage employees and treat them well.

If you’re not listening, you’re definitely not customer-centric

Tethr

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.

How To Manage Business in a Customer-Centric Way

Hello Customer

Engaged employees = happy customers! By mapping the different departments of your company as concentric circles around the customer, you'll create a customer-centric workflow that is bound to lead you to success! Customer Centricity Employee EngagementIntrigued? Watch our next episode of 'Leslie Illustrates' to find out more!

How to Navigate Toward Customer Centricity

PeopleMetrics

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. In contrast, your customers and clients are incredibly lightweight and agile. But over time, as customers develop new needs and issues, your not-so-nimble ship might also become not-so-useful for them. Imagine an ocean scene.

Customer Centricity Requires All Four CX Core Competencies

Experience Matters

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Employee Engagement, the company is Turbulent. Lacking commitment, stress grows between leaders and employees. Without Customer Connectedness, the company is Disappointing.

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home. Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric.

Contact Center Technology Finally Enables You to Be Customer Centric

CX Global Media

Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed? The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. When all of your different channels act as silos of interactions versus unique customers needing to be served regardless of their communication channel, it prohibits you from being customer centric.

Executives Leading a “Customers for Life” Culture—Customer Centricity

Verint

Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. Actions speak louder than words, as we have all heard.

Why Should Contact Centers Care About Employee Engagement?

Noble Systems

Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. So, in order to be truly customer-centric, you must first become employee-centric.

To Stimulate Engagement on the Outside? Start on the Inside

Hello Customer

Customer Centricity Employee Engagement

Your People Are Your Brand

Hello Customer

Customer Centricity Employee Engagement

Customer Feedback Vital for Employee Coaching

Hello Customer

Customer Centricity Employee Engagement

Here’s What A Customer-Centric Leader Should Look Like

Customer Guru

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today. It’s time that companies make delivering awesome customer experience their number one priority.

The Ultimate Tech Stack for Customer-Centric Support Teams

aircall

91% of consumers say that a positive customer service experience leaves them more likely to make another purchase. Put simply, putting customer satisfaction at the center of your sales processes is a powerful business asset. . What Being Customer-Centric Looks Like for Support Teams.

Guest Blog: Voice of the Customer Begins with Voice of the Employee

ShepHyken

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric.

Redefining Customer and Employee Engagement During COVID-19: How Chatbots Can Help

Bold360

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs.

Customer-Centric Cultures are Made of This

Beyond Morale

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Over the past several years I am mind-blown at how many organizations are on the quest to create more customer-centric workplace cultures. Without customers they would not exist.

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

ijgolding

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If I point back again to last month’s article, there is little point having customer experience as a key element of your business strategy, or indeed having a strategy at all, if your people do not even know what the strategy is, or that it even exists! Misinformed customers and colleagues.

The Future? It's People-Centric!

Hello Customer

Customer Centricity Customer Engagement Employee Engagement

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Its foundation of employee satisfaction is built on shifting sand. Customer Loyalty on the other hand has two definitions. higher customer satisfaction, which leads to…. Michael Lowenstein, Ph.D.,