Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff! Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

CloudCherry

FEBRUARY 28, 2018

Research from Deloitte and Touche found that customer-centric companies were 60% more profitable than companies that weren’t focused on the customer. The most chosen answer, with 58% of respondents agreeing to it, was to be customer-centric. They capture and take action on Customer Data.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Blake Morgan

JANUARY 11, 2022

? ? ? ? ? ? ? ?. How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? . According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do. . Sponsored by Pega.

Customer Centricity 86

Customer Centricity How To Banking Innovation 86

SurveySensum

DECEMBER 8, 2023

This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses. But, now, a question that’s on everyone’s lips is: “How do you even create customer-centric videos?” What is a Customer-Centric Video?

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

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 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Blake Morgan

MARCH 21, 2023

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership. The company can disrupt a long-held industry because leaders are laser-focused on customers.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

Beyond Philosophy

SEPTEMBER 11, 2021

You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you. How can we help?

Customer Focused 78

Customer Focused Marketing Customer Centricity Consulting 78

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s not a project that you start and finish nor just about offering great customer service. Establish customer centric values.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

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?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Every decision she makes focuses on being brand-building, customer-centric, and data-driven.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

Blake Morgan

AUGUST 8, 2022

? ? ?. Utility companies aren’t typically known for their customer-centricity. But Kevin Walker, CEO of Duquesne Light in Pittsburgh, is transforming the industry by making customers a central focus. Walker admits that the system used to be a one-way flow from facilities to customers.

Customer Centricity 64

Customer Centricity Company Self Service Contact Center 64

ECXO

MAY 11, 2023

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. Is your business truly customer-centric?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Blake Morgan

MAY 24, 2022

Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy. CMO Jessica Klodnicki involves the entire company in creating engaging content that resonates with its unique customer base. . A customer-focused marketing strategy involves the entire company.

Customer Focused 59

Customer Focused Strategy Marketing Customer Centricity 59

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

ijgolding

JUNE 14, 2016

I often say that if I were to be given £5, or $5 for every time a member of the C-Suite stated that ‘customer centricity’ was ‘very important’ to their business, I would be a VERY rich man – but is it actually true! Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ijgolding

NOVEMBER 29, 2017

This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

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 171

Customer Centricity Communication Culture Customers 171

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 52

Customer Centricity Culture Leadership Innovation 52

Blake Morgan

MAY 3, 2022

The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. . Customer-Centric Mindset. Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

CX Journey

JULY 5, 2017

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" It's all about customer focus.

Customer Focused 138

Customer Focused Customer Centricity Policies Culture 138

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 260

NPS Customer Centricity Tips Automotive 260

Customer Bliss

AUGUST 1, 2019

Jon wanted to figure out how to bring the perspective of customers back into the business to influence the way they build products, deliver services, and develop company strategies. It was important that he used customer insights to create meaningful work. . Be customer-focused (centricity).

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Blake Morgan

AUGUST 8, 2023

Oscar believes there’s a level of involvement and engagement leaders have to exhibit to become a truly customer-centric business. And he believes those conversations with customers far and away set the tone. __ Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Airlines 52

Airlines Customer Focused Leadership Travel 52

ijgolding

MAY 17, 2017

Creating one of the most customer centric brands on the planet is obviously a major reason why. If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering. I will thank him for being my business hero.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? They genuinely want to engage with customers.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

CSM Magazine

JULY 18, 2023

Companies are understanding the need of adopting a customer-centric approach in order to remain competitive in difficult business circumstances. In this article, we will look at the redeveloped customer service landscape, delving into key trends and strategies that enable businesses to embrace customer-focused success.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

Blake Morgan

JULY 11, 2023

In the competitive hospitality industry, staying close to customers and being adaptable is crucial. Developing a customer-centric data strategy is foundational to success. __ Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Blake Morgan

MAY 31, 2022

That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. . Here are three ways Bill Creelman practices customer-centric leadership: . He leverages a core group of passionate customers.

Customer Centricity 59

Customer Centricity Leadership Travel Groups 59

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

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.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63