Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. What resulted were seven (yes, seven!) And the Consensus Is….

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

Beyond Philosophy

DECEMBER 29, 2023

The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. It evolves over time, with incremental enhancements fostering a culture and experience centered around customers. How can we help?

Consulting 222

Consulting Consulting Customer centricity Education 222

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

Coaching 326

Coaching Customer centricity Accountability Feedback 326

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer centricity 83

Customer centricity Customer Experience Feedback Enterprise 83

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 198

Customer Service Government Customer centricity Customer Experience 198

Beyond Philosophy

JANUARY 4, 2024

From a business perspective, the same concept applies to Customer Experiences. You can’t flip a switch and get the organization to be customer-centric. It should happen over time, with incremental improvements moving everyone to a customer-centric culture and experience. Speak to Colin and find out more.

Customer centricity 244

Customer centricity Morale Finance Education 244

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 165

Customer Service Contact Center Customer centricity Banking 165

ShepHyken

AUGUST 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Sales 308

Sales Customer Service Customer Support Customer Experience 308

ShepHyken

FEBRUARY 25, 2024

On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service. As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.

Customer Service 152

Customer Service Customer advocacy Average Handle Time Customer centricity 152

Beyond Philosophy

JANUARY 26, 2023

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. We measure Customer Centricity on a model from low to high. Speak to Colin and find out more.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. Connect with Shep on LinkedIn.

Customer Service 162

Customer Service Customer centricity B2C Government 162

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

DECEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Sales 229

Sales Customer Experience Customer Service Customer Support 229

ShepHyken

JUNE 11, 2023

9 Building Blocks Toward Exceptional Customer Experience by Olga Potaptseva (CMSWire) What do Amazon, Starbucks, Tesla, Airbnb and Zappos have in common? They’re big companies, yes, but they’re also guided by a customer-centric approach to business, which is built on a foundation of customer service excellence.

B2B 156

B2B Customer Service B2C Advertising 156

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 143

Customer Experience Feedback Customer centricity CRM 143

Beyond Philosophy

DECEMBER 7, 2023

So, to summarize why leading with humans is a better AI strategy, we have the following points: The best-case scenario would be to reduce the repetitive tasks so employees can do better customer-centric work for customers and the company. He prides himself on making this fun, humorous, and practical.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

ijgolding

DECEMBER 3, 2014

During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. This is what I am being told – and it does not sound very customer centric to me! They are not alone.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

CSM Magazine

MAY 9, 2023

As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

Customer Guru

AUGUST 8, 2018

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. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Hodusoft

AUGUST 21, 2023

Additionally, the CNC EXPO often features a series of seminars, workshops, and presentations conducted by industry leaders, experts, and professionals. With an emphasis on innovation, consistency, and customer-centric solutions, HoduSoft has gained a reputation as a trusted provider in the industry.

Contact center software 52

Contact center software contact center solutions Interactive Voice Response Customer centricity 52

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Learn how to leverage the most under-utilised and powerful human resource in business today – Customer Empathy.”

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ShepHyken

JUNE 26, 2023

Manage each of those moments the right way, and the customer comes back. Your CX Altitude Change: Customer Centricity to Life Centricity by Julia Ahlfeldt (CMSWire) It’s high time that businesses realize customers aren’t one-dimensional. Connect with Shep on LinkedIn.

Customer Service 38

Customer Service Customer centricity B2C Entertainment 38

Interaction Metrics

JUNE 21, 2023

But in our recent CXPA workshop roundtable on NPS for B2B companies, Bain’s Rob Markey disputed that premise. A Bain & Company veteran of more than 30 years, Markey is the co-inventor of NPS and created Bain’s approach to customer centricity. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

CX Global Media

DECEMBER 28, 2017

He’d put people through workshops and help them individually learn the skills of change but they get back to the organization or get back to the team and they’re not changing and so their motivation runs out. So, your customer-centric change can’t be either/or it’s got to be both.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

BetterXperience

OCTOBER 30, 2016

It also does nothing to help you make the case to your CFO, or help you influence your peers on the power of customer centricity, nor will it help you decide what exactly to focus on to build loyalty. We have been perfecting a CX framework we want to share with you at our 2-day live workshop.

Customer Experience 54

Customer Experience Customer centricity Customer Service 54

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. delivers global workshops on delivering the ultimate customer service experience. Kate Nasser.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Fonolo

JANUARY 22, 2020

Who Should Attend: CXOs, Heads of Customer Experience, senior UX managers and designers, contact center and customer experience managers. It’s packed full of CX innovators from a variety of industries, all exploring ways to delight their customers again and again; and make the customer experience a priority for businesses.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

Balto

JUNE 30, 2022

From the workshops and meetings to the main vendor floor, the space was brimming with energy and enthusiasm. Were people and companies willing to travel with higher ticket fares? After opening the doors to the conference floor on day one, it was clear that the answer was a resounding “yes!” We knew the week was going to be a good one.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Software that Strengthens Customer Engagement Strategy. That’s for 1:1 touchpoints.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

ShepHyken

OCTOBER 16, 2023

And with AI and digital experiences, how can we maintain customer love? Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed (Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Connect with Shep on LinkedIn.

Customer Service 31

Customer Service Customer centricity Self service Customer Experience 31

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

ClearAction

OCTOBER 25, 2022

Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71