Beyond Philosophy

JANUARY 25, 2024

Be More Customer Centric in Your Organization Justin’s video makes a lot of excellent points, including the overarching theme about adopting a customer-centric strategy in the organization. It is essentially a call for all of us to be more customer-centric in our ways. It is the customer that matters.

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Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). With the realities resulting from Covid-19, video has become the most e?ective

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Contact Center Customer centricity Technology Customer Experience 69

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

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Customer centricity Best practices Upselling Enterprise 62

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

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Feedback Customer centricity Contact Center Surveys 315

GetFeedback

JUNE 16, 2021

Simplifying CX YouTube series episode on how to become customer-centric.

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Customer centricity 78

ClearAction

DECEMBER 16, 2017

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. Originally published by MyCustomer.

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Employee engagement Customer centricity Consulting Consulting 59

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Video is the new Face-to-Face.

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Contact Center Technology Customer centricity Analytics 92

Beyond Philosophy

JANUARY 19, 2024

Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. We want to hear from you.

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Customer Experience Finance Customer centricity Sales 222

ClearAction

DECEMBER 12, 2017

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. Originally published on CustomerThink.

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Employee engagement Customer centricity Best practices Consulting 54

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. But when he disclosed his disability to the customer care agent, he was pleasantly surprised.

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Customer centricity Technology Enterprise Airlines 104

C3Centricity

NOVEMBER 4, 2019

They were the ones that moved to customer centricity. Or to be exact they started on their journey towards putting the customer at the heart of their business. Customer centricity is not a destination, because consumers are constantly changing and their satisfaction never lasts for long. Customer Centricity.

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Customer centricity Advertising CRM Marketing 59

Beyond Philosophy

NOVEMBER 30, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! That would leave one group with a customer-centric mindset and the rest without one. Customer centricity should be an entire organization’s philosophy, not specific departments.

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Finance Customer centricity Accountability Technical Support 195

ShepHyken

NOVEMBER 19, 2018

(Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon.

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Customer Service Customer centricity Self service Customer Care 218

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

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Customer centricity Best practices Metrics Accountability 59

AskNicely

JULY 17, 2018

Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap. The Business of Helping Customers Tell Stories. Uncovering Customer Happiness.

Customer centricity 60

Customer centricity Feedback 60

ShepHyken

JANUARY 2, 2024

Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Quotes: “What’s happening inside an organization is felt on the outside by its customers.”

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Customer Experience B2C B2B Customer centricity 217

ShepHyken

MARCH 18, 2024

Specifically, we can create higher levels of personalization and use data to better understand our customers. The big prediction (at least for me) is the use of video to create a better experience. I’ve touched on this topic in the past, but the capabilities for video to enhance CX is better than ever.

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Customer Service Government Customer centricity Customer Experience 200

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Personalize your customer communications .

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Personalization Customer Experience Customer centricity Journey mapping 52

GetFeedback

AUGUST 24, 2018

But in order to achieve that goal, you need to create a customer-centric knowledge base so that the customers can find the answers they need. A buyer persona (or customer persona) is a fictional representation of a key segment of your audience. Here are some tips to keep in mind. 8 Tips on Knowledge Base Creation.

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Customer centricity voip Self service Surveys 68

ShepHyken

JULY 15, 2022

Within 30 minutes of the scheduled call, you make them a quick self-recorded video thanking them and sharing your excitement. You immediately record another welcome video, this time screen sharing directions once insider plus expert hacks to help them get off and running.

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Coaching Customer centricity Accountability Feedback 328

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?

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Customer centricity Customer Service Self service Chatbots 83

CSM Practice

JULY 24, 2019

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.

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Customer centricity Feedback Finance Upselling 45

CSM Magazine

SEPTEMBER 22, 2022

Being customer-centric means never letting any question from your customer go unanswered or any email not responded to. It also means providing all the relevant knowledge to consumers so that conventional means of customer service – namely calls and emails – are minimized. Videos can also be entertaining.

Customer Service 52

Customer Service Entertainment Advertising Engineering 52

Beyond Philosophy

DECEMBER 22, 2015

The element of content getting the most attention – and the greatest year-to-year rate of increase – is video marketing, aka rich video. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. And, video is an excellent, highly productive marketing tool. Why and how?

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Marketing Engineering Consulting Consulting 231

Totango

AUGUST 23, 2017

Thomas used that data vault to inform the frameworks he shared in his presentation about Building Customer Centric Organizations, and we’ve summarized those frameworks below. Thomas answered four primary questions in his presentation: Why do organizations need to be customer-centric now?

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Customer centricity Benchmark Education Analytics 64

Beyond Philosophy

JULY 19, 2018

But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. Of course, not all organizations are customer-centric and yes, some take the self-serving default too far and it hurts their experience.

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Customer centricity Government Customer Experience Consulting 498

ShepHyken

SEPTEMBER 22, 2023

According to Salesforce, 52% of customer care teams utilize online chat or live help, compared to 81% of consumers. With the switch-to-video feature, customers can seamlessly switch to a live video chat with a customer service representative without leaving their preferred channel.

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Customer Experience Matters

MAY 30, 2017

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. Here Are Four Strategies For Customer Connectedness: Filed under: […].

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Customer centricity Customer Experience 64

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.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Experience Matters

MAY 24, 2017

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. Here Are Five I’s of Employee Engagement: […].

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Employee engagement Customer centricity Customer Experience Accountability 48

Bill Quiseng

DECEMBER 6, 2021

Agree but say that the customer believes the employee said, at length, “Of the two of us around here, I’m the star of the show. Then let them know that you want to emphasize customer-centricity – always revolve around the customer. To customers, it’s all about them, not the employees. Appreciate.

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Customer centricity Education Customer Care Surveys 195

Beyond Philosophy

JANUARY 26, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! 2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all.

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Customer centricity Construction Education Customer Experience 195

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

AUGUST 17, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Every company has to align what they charge with what their customers value. Pine says it is time customers are buying, or to be more specific, customers are buying time well spent.

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Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

JUNE 16, 2022

A lack of customer-centricity goes hand-in-hand with monopolies. On the other hand, commoditized markets are forced into customer centricity because the market is so much more dynamic and variable than a monopoly. As I mentioned, Christine should figure out why they do not take the Voice of Customer seriously.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

ijgolding

AUGUST 13, 2014

In addition, some branches also contained a RED5 gadget concession and GAME video games concession. Borders were trying to offer their customers more than just the product. Borders were trying to offer a more varied customer experience. Product centric organisations are becoming fewer in number.

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