eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Challenges of Engaging with Every Negative Post While addressing every complaint may seem like the ideal customer-centric approach, it comes with significant challenges.

Social Media 502

Social Media Feedback Engagement Company 502

InMoment XI

FEBRUARY 27, 2019

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” View Article.

Customer Centricity 284

Customer Centricity Culture Customers Company 284

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

eglobalis

NOVEMBER 5, 2024

This often happens with Brian’s works therefore I decided to post this short article about his work. This book is more than just a resource; it is an invitation to rethink, reshape, and ultimately transform the way we approach leadership, customer experience, and innovation.

Leadership 466

Leadership Innovation Social Media Trends 466

C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric.

Customer Centricity 262

Customer Centricity Competitive Advantage Trends Brands 262

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

eglobalis

OCTOBER 30, 2024

This article explores how AI is reshaping the employee experience and its subsequent impact on customer experience. As AI technologies continue to evolve, their potential to transform both the employee and customer experience will only grow.

Employee Experience 476

Employee Experience Customer Experience Employee Engagement Telecommunications 476

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. Conclusion: Transforming B2B with Design Thinking Design Thinking is not just a methodology; its a mindset that drives innovation and customer-centricity in B2B environments.

B2B 290

B2B Company Customer Journeys Innovation 290

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. Here are some strategies to build a more resilient and scalable customer experience.

Self Service 334

Self Service Culture Training Analytics 334

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer Centricity 194

Customer Centricity Strategy Trends Analytics 194

ECXO

OCTOBER 27, 2024

In this article, I’ll explore how Customer Success metrics are driving the subscription economy forward and how businesses can leverage these tools to create lasting value. Companies can use this metric to identify which features are being underutilized and adjust their Customer Success strategies to drive better engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

APRIL 6, 2025

Yet despite countless articles and frameworks, many companies still struggle to define, deliver, and evolve real value for their business customers. Each article is designed to stand independently while building a coherent narrative when viewed together. link] Case study: Building a customer-centric B2B organization.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

ECXO

MARCH 6, 2025

CX transformation in a B2B organization means making customer-centric improvements across the entire business. It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer.

B2B 339

B2B Customer Journeys How To Effort Score 339

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle?

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. Article written by Ricardo Saltz Gulko.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. ’ Article No.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Here is my last week article talking about CX experimentation.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. If you haven’t seen it, you can check it out here ( The Heartbeat of a Customer-Centric Organization – Part 1 ).

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

GetFeedback

NOVEMBER 29, 2020

Ensure that your company is creating incredible experiences for every customer by employing a customer-centric approach.

Customer Centricity 195

Customer Centricity Customers Customer Experience Company 195

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. . transparency. being valued.

Technology 354

Technology Strategy Customer Centricity Hotels 354

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Follow Tamsen on… LinkedIn: linkedin.com/in/tamsenwebster/ X/Twitter: twitter.com/tamadear Facebook: facebook.com/TamsenWebster/ Instagram: instagram.com/tamsenwebster/ YouTube: youtube.com/channel/UCle4DE7JXWJc4J0YeFOIIKg Articles Mentioned: i2c Inc.

Banking 143

Banking Customer Centricity Culture Communication 143

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. 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.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

FEBRUARY 13, 2025

While empathy in customer experience builds the bridge, action gets the client across the river. Related Article: Bridging the Empathy Gap With Customers Moving From Empathy to Execution Predictive Action: Anticipate Issues Before They Escalate Proactive problem-solving demonstrates empathy through foresight.

Analytics 291

Analytics Measurement Metrics Feedback 291

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This metric helps companies align their offerings with customer expectations and drive long-term loyalty.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Lumoa

JANUARY 31, 2023

In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. Share what you have done based on the feedback.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Experience Investigators by 360Connext

JUNE 4, 2024

Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! Reasons for having a customer-first strategy. What do you think?

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397