Making Customer Centricity a Reality
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity.
Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Customer experience is an essential part of marketing these days.
Marketing 
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In an Increasingly Competitive Market How Do We Differentiate Our Offering?
Beyond Philosophy
JULY 20, 2023
Usually, this occurs after commoditization has made it challenging to be that different from the competition due to participating in a mutually agreed-upon market structure. Knowing your market is crucial. Moreover, they have Legos for different age groups, from toddlers to adults. Rule #3: Define the Who and the How Much.
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Insights Utilization Rate Drives Growth Through Customer-Centric Organizations
ClearAction
JANUARY 8, 2024
Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).
Customer-Centric Marketing: Align for Growth
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. Go beyond “the deal”.
Creating a Customer-Centric Culture That Aligns Employees With Customers
Integrity Solutions
APRIL 16, 2021
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. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.
6 Examples of Successful Customer-Centric Companies
CSM Magazine
MARCH 14, 2022
Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.
Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!
Beyond Philosophy
NOVEMBER 30, 2023
That would leave one group with a customer-centric mindset and the rest without one. This situation can lead to policies and procedures that conflict between the groups. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer.
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The New Strategic Growth Blueprint for Successfully Reimagining Market Research
C3Centricity
MARCH 25, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! These numbers made me realise that customer understanding risks being forgotten and then constantly reinvented by newly hired people in marketing and market research positions.
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The CMO Strategic Growth Blueprint for Successfully Reimagining Market Research
C3Centricity
MARCH 21, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! These numbers made me realise that customer understanding risks being forgotten and then constantly reinvented by the newly hired people in marketing and market research positions.
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Unlocking Success in 2024 With These 6 Essential Learnings From 2023
Beyond Philosophy
JANUARY 4, 2024
You can’t assume that your definition of AI matches the marketing department’s or finance’s version down the hall. Learning #3: Don’t neglect that community of social networks and friend groups. He may hate large groups of people, but he thinks small groups are fantastic.
5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
My take is that the interview is combining elements of a survey and focus group. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. One of more is sure to whet your appetite!
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What is Customer Centricity DNA?
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.
Create a Winning Customer-Centric Marketing Strategy
Help Scout
JUNE 5, 2019
It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?
Top Five Obstacles to Customer Centricity #3 Numbers Focus
Peter Lavers
JULY 28, 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. This is despite years of CRM and customer experience thinking!
Customer-Centric Innovation
ClearAction
DECEMBER 30, 2017
Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.
Customer Centric Culture
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.)
How Customer Centricity Is Changing Pharmaceutical Customer Experience
PeopleMetrics
JANUARY 19, 2018
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. The conversations vary, of course, based on each groups’ respective patient touch points. In The Beginning.
Redefining Convenience for the People of Africa: an Exclusive Interview with Mr. Joseph Kuvor, Customer Experience and Marketing Group Head, Zoona Transactions International
Customer Guru
FEBRUARY 23, 2018
Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. What are you doing on the field?
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.
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Building Customer-Centricity into Your Organization
Amity
JUNE 24, 2018
This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. Customer-centric thinking gives customers a positive experience that will bring value to both the vendor and the customer.
Interbrand Group Promotes Gonzalo Brujó to Global President role
C Space
JANUARY 20, 2021
Interbrand Group Promotes Gonzalo Brujó to Global President role. NEW YORK, January 28, 2021 – Interbrand Group, today announced the promotion of Gonzalo Brujó to Global President, effective February 1st, 2021. Charles Trevail will continue in his role as Global Chief Executive Officer of Interbrand Group. About Interbrand.
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Customer Centricity: How to Build a Strategy Around Your Clients?
NobelBiz
NOVEMBER 9, 2021
The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center?
5 Top Customer Service Articles For the Week of October 26, 2020
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. Just look at this group of predictions from Forrester. Here are my top five picks from last week.
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Marketing and CX: Best collaboration for Customer Success
CSM Practice
JANUARY 19, 2021
There are different internal teams in the organization that work hard to achieve a common goal towards Customer Success, namely Marketing and CX. But when these two teams work together, they deliver high-quality results and generate countless opportunities for the company and its customers to thrive. The Role of Marketing.
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What the Best Companies Do That Yours Doesn’t!
Beyond Philosophy
NOVEMBER 27, 2017
Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.
Why Most Customer Experience Programs Fail
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 Customer Centricity is a Lot Like Painting by Number
PeopleMetrics
JUNE 18, 2015
First, outline your strategy for customer centricity. Any good business uses framing devices like industry, vision, strategy, brand, and market to create a worldview that sees a particular project as acceptable or totally irrelevant. What experience are we trying to create for each customer segment? It’s impossible.
Mastering Customer-Centric Culture: The 5 Essential Disciplines
PeopleMetrics
JANUARY 23, 2015
The customer experience (CX) space has experienced a similar trend. Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement. The Five Essential Disciplines.
5 Ways to Create a Customer-Centric Brand Culture
VocalCom
FEBRUARY 11, 2019
When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. Creating a customer-centric experience is not the sole responsibility of your service agents. Here are five ways to create a customer-centric brand culture.
7 Ways to Use Customer Feedback in Marketing
Lumoa
MARCH 10, 2022
Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.
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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
Make This Change – Your Business Depends On It!
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.
7 Questions That Reveal Whether Your Company is Committed to CX
Beyond Philosophy
DECEMBER 6, 2019
This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.
What is Voice of the Customer? [+ how to get data analysis]?
Lumoa
FEBRUARY 7, 2023
This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? How do you collect VoC data?
Customer Targeting for eCommerce Marketing
CSM Magazine
OCTOBER 11, 2021
The marketing game is rather complex and there are different types of marketing you can choose from. Online store owners opt for eCommerce marketing, which allows you to market your products to a wide audience. But if you want to have a successful and cost-efficient campaign, you need to use specific customer targeting.
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8 Voice of Customer Keys to CX ROI
ClearAction
APRIL 16, 2024
8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.
The Biggest Challenges For Businesses Wanting To Attract And Retain Customers
CSM Magazine
APRIL 25, 2024
In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.
How the Best Marketers are getting More Actionable Insights
C3Centricity
OCTOBER 16, 2019
The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too. Even though market research and insight (MRI) groups generally report into marketing in most companies, it seems to me that they are often working on different planets!
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.
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The Power of Service: How Two Customer Service Leaders Fueled Remarkable Financial Achievements
CSM Magazine
FEBRUARY 15, 2024
John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. Refund: Your group will be reimbursed $25 per pair of identification cards. Relentless customer service pays off.
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Celebrating Tony Hsieh's Contribution to CX
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management
Peter Lavers
JULY 17, 2017
Here are four reflections that I believe to be seismic changes from working with clients and colleagues in this field over this historic decade, sharing the joys and pain of championing the customer-centric agenda in business. Product-centric business models are dying. Insight dependency and democratisation.
Customer Centricity is Today’s Business Disruptor (Insights are its Foundation)
C3Centricity
OCTOBER 29, 2017
It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! Seeing in the dark, listening skills, sensitivity and empathy for the customer are essential skills Click To Tweet. For instance: How can we grow the market share of Brand “A”?
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