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

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

ECXO

SEPTEMBER 30, 2023

In this fantastic presentation organized by the European Customer Experience Organization (ECXO), Ilenia will share invaluable insights on how to break free from outdated product-centric mindsets and embrace a culture that thrives on customer-focused solutions and adaptability. Who is Ilenia Vidili?

Meeting 296

Meeting Customer Centricity B2C Culture 296

Blake Morgan

FEBRUARY 11, 2025

What does it take to scale customer-centric culture across an entire company? Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

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 156

Customer Centricity Culture Leadership Innovation 156

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

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

Blake Morgan

JANUARY 14, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

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.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- How do you want customers to experience your brand? Barnes & Noble. Nationwide.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 119

Customer Experience Retail Chief Customer Officer B2C 119

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! He encourages leaders to see AI as a way to free up employees for more strategic, customer-centric work.

Leadership 72

Leadership Self Service Airlines Travel 72

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. The Common Method of Customer Experience Training. Set customer-centric expectations from the first interview.

How To 378

How To Customer Journeys Culture Training 378

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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. Book your meeting today

NPS 195

NPS Customer Centricity Automotive Culture 195

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.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Experience Investigators by 360Connext

AUGUST 20, 2024

The CEO gets on stage and announces a new mantra: We love customers! Leaders occasionally echo these messages and remind their team to be customer-centric. 5 Elements of a Successful Customer Experience Employee Education Program 1. Set customer-centric expectations in the first interview.

How To 282

How To Customer Journeys Customer Centricity Training 282

C3Centricity

AUGUST 6, 2024

In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. It is called “Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy.” times higher customer retention and 1.9 times higher average order value.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

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.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is. It starts with Naïve, which are the least customer-focused companies and are unaware of it.

Company 142

Company Customer Centricity Exercises Consulting 142

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. 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.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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.

Company 160

Company Customer Centricity Leadership Consulting 160

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. Companies that lack a Customer-focus don’t have mechanisms in place for the team, including senior management, to spend time with Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ijgolding

JUNE 25, 2018

Since I published my new book at the end of April , I have intentionally held off adding to my social media content. The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it!

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

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 Customer Journeys 130

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

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. Customer-facing employees are not briefed on Marketing campaigns. Brand values have not been aligned with the Customer Experience.

Brands 129

Brands Advertising Customer Centricity Brand Values 129