Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

CSM Magazine

APRIL 9, 2019

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. Employees grew to despise the company. Recognition Gone Wrong.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

ShepHyken

FEBRUARY 4, 2020

Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Poll the customers and personas to whom you’re marketing and find out their wants and needs.

Customer centricity 321

Customer centricity Employee engagement Customer Experience Customer Service 321

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Innovation should be customer-centric. .

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. 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

Beyond Philosophy

SEPTEMBER 17, 2015

Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. Our customers are likely to experience an increased level of anxiety and concern. I talk a lot about Customer-centricity of organizations.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

C3Centricity

FEBRUARY 27, 2024

They frequently implement small updates and new features, allowing them to respond swiftly to market demands. It also allows them to identify winning concepts while highlighting and quickly removing those which don’t resonate with customers.

Employee engagement 90

Employee engagement Surveys Enterprise Marketing 90

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this?

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ijgolding

JUNE 14, 2017

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 you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer centricity 68

Customer centricity Banking Customer Experience Enterprise 68

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. You can read more about return experiences and lessons about DoingCXRight. Think about that example for a moment.

B2C 268

B2C B2B Customer centricity Employee engagement 268

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Hear the rest of the conversation on [TITLE] on The Intuitive Customer Podcast.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. Employee Engagement: Putting the Cart Before the Horse?

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

CSM Magazine

OCTOBER 17, 2023

According to a recent UK Parliament House of Commons Committee report, the UK’s labour market is currently unusually tight, with more than one million job vacancies across the country. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2] Well, there you have it! to independence.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Anexa BPO

MAY 24, 2023

In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. It’s important to understand that customer listening is not just the responsibility of the customer support or marketing teams; it should be ingrained in the company culture.

Personalization 52

Personalization Customer centricity Feedback Surveys 52

Horizon CX

MAY 19, 2023

It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance. They can advocate for the importance of customer experience and embed it as a core element of the transformation strategy.

Customer centricity 52

Customer centricity Customer Experience Employee engagement Best practices 52

Customer Guru

MARCH 7, 2018

Sue Duris – in her own words is “customer-obsessed”! She is a renowned customer experience expert, currently serving as the Director of Customer Experience and Marketing at M4 Communications, Inc. She has also successfully led customer experience, content, brand, and product strategies across various B2B organizations.

Marketing 62

Marketing Customer Experience Journey mapping B2B 62

Anexa BPO

MAY 28, 2023

In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. CX leaders leverage this power by ensuring that each customer touchpoint is optimized to create memorable and share-worthy experiences.

Customer centricity 52

Customer centricity outsourcing Employee engagement Feedback 52

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You can teach your employees to provide stakeholder value.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JUNE 12, 2015

Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

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. Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Nate: Yeah, I agree.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

ProProfs Blog

MARCH 27, 2019

There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer. In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Toister Performance Solutions

OCTOBER 28, 2021

That’s why, when I wrote The Service Culture Handbook , I initially avoided marketing it as a book about leadership. I thought it would be better received if I focused on the context: getting employees obsessed with service. Skill #2: Engage employees The second skill in leadership is to make sure everyone understands the vision.

Employee engagement 71

Employee engagement Customer centricity Metrics Customer Service 71

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. One main challenge for the next year is short termism. It’s more than just digital.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I I am excited to see how Kevin moves the company forward.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

ijgolding

FEBRUARY 5, 2018

Although I was studying accounting and finance at the time, I started out in sales and marketing. It did not take long for me to start becoming interested in the customer service elements of the business. Was HP a customer focused organisation at that time? I became a marketing consultant!! What happened next?

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105

ClearAction

DECEMBER 30, 2017

Channel Silos : the experience differs by platform or source — 1) see customers’ reality, 2) see the big-picture of moving parts, 3) make omni-omni channels (i.e. omni-channel service is seamless with omni-channel sales, omni-channel marketing and omni-channel operations), 4) nurture cross-organizational collaboration.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

Customer Interactions

JULY 7, 2015

If you consider Forrester’s differentiation between the stock market returns of customer experience “leaders” and “laggards,” it becomes very difficult to dispute the headline relationship between customer centricity and downstream business success.

Employee engagement 28

Employee engagement Customer advocacy Customer centricity Marketing 28

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Customer Guru

AUGUST 8, 2018

She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ProProfs Blog

MAY 30, 2019

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110