ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; Is it poor leadership? Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore? Is it fear of change?

Case Study 191

Case Study Retail Study Policies 191

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Maz Iqbal

DECEMBER 10, 2014

In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. ” What Can We Learn About The Challenge Of Building A Customer-Centric Organisation? Why does this matter?

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Experience Investigators by 360Connext

OCTOBER 26, 2017

You see, most leaders want to show customers they care, but many aren’t sure how to do that. They need to see why customer experience isn’t just a catchy phrase. Being customer-centric means so much more than just talk. The best CX leaders put themselves in the customer’s shoes. What sort of action?

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Maz Iqbal

SEPTEMBER 2, 2014

The ordinary charge for a night’s lodging, not including breakfast, was two hundred francs … If a customer had a title, or was reputed to be a millionaire, all his charges went up automatically… George Orwell, Down and Out in Paris and London. What is that the astute change agent can learn here? I don’t know.

Customer Centricity 107

Customer Centricity Customer Experience Hotels Customer Service 107

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

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.” As before, I provide supporting data and some inspiring case studies to get you going.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

Maz Iqbal

SEPTEMBER 17, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design adjustment costs customer centricity customer experience customer satisfaction customer service handling difficult customers hotels organisational change six simple rules work context'

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. Hurst, The New Ecology of Leadership.

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

ECXO

MARCH 20, 2024

Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff , a Global AI + Empathy Adviser.

Case Study 156

Case Study Customer Centricity Leadership ROI 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

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. Case Study. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

InMoment XI

APRIL 3, 2023

I started to understand customer experience. The case studies in the books made sense. And using customer experience to drive business outcomes felt common sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. His efforts focus on ensuring world-class processes and tools are in place to empower business results for KONE Americas.

Management 41

Management Automotive Leadership Effort Score 41

Maz Iqbal

NOVEMBER 20, 2014

What Has Transformation To Do With Customer-Centric Business? What has this conversation to do with all things Customer and especially customer-centric business? Which CEO or leadership team looks forward to taking a deep breath and hoping for the best? Everything. So allow me to make it real for you.

Customer Centricity 63

Customer Centricity Case Study Leadership Loyalty 63

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. Customer service is not a department. This is a book for everyone in any position in any organization.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ijgolding

MAY 21, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; Is it poor leadership? My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! Is it fear of change?

Retail 186

Retail Leadership Case Study Financial 186

Maz Iqbal

SEPTEMBER 18, 2014

What Is The Core Insight-Lesson For Those Working On Customer Experience And Customer-Centricity? Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

ijgolding

MAY 2, 2017

Customer centric? Backing the actions of the staff involved whilst failing to acknowledge the significance of the issues for his customers has been indescribably damaging to both the United brand and Oscar Munoz himself. ” The use of the word ‘re-accommodate’, has come in for particularly scathing criticism.

Airlines 181

Airlines Customer Centricity Policies Travel 181

Maz Iqbal

SEPTEMBER 8, 2014

Let’s assume that you are a member of the leadership team for your organisation. Hurst as recounted in his book The New Ecology of Leadership : For the pilot program we decided to measure “on time delivery” as a proxy for customer satisfaction; that is, did the customer get the steel on the day we promised it?

Customer Satisfaction 116

Customer Satisfaction Case Study Leadership Travel 116

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. If you’d like to check out the panel discussion I recorded, please watch Building (and Sustaining) a Customer-Centric Culture!

Social Media 146

Social Media How To Culture Customer Centricity 146

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 48

Leadership Customer Philosophy Case Study Employee Engagement 48

Maz Iqbal

SEPTEMBER 23, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design complicatedness customer centricity customer experience customer service organisational behaviour reengineering shaping the work context six simple rules'

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

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.

Customer Centricity 59

Customer Centricity Data Case Study Lifetime Customer 59

Beyond Philosophy

OCTOBER 11, 2019

Moreover, realizing the power of emotions in the B2B experience renews your commitment to improving that relationship and your Customer Experience. Changing The Prevailing Attitude Requires Persistence and Leadership. They feel like because they don’t work directly with customers, they don’t affect the Customer Experience.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

NobelBiz

NOVEMBER 5, 2024

Lack of a supportive work culture: Contact centers often operate in high-stress environments where, without effective leadership, agents can feel isolated and undervalued. Instead, they seek collaborative and supportive leadership that empowers them and fosters a sense of belonging. Connecting Call Centers to Success.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

ijgolding

JANUARY 18, 2018

If Dubai is an example of rapid hyper growth, than maybe it represents the hope I have that it and its neighbours will do the same to the profession that Customer Experience has become, as it has with the real estate industry. Gulf Customer Experience Awards Winners!

Customer Experience 0

Customer Experience Government Customer Centricity Case Study 0

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Delve into AI’s ripple effects on customer service roles, where efficiency gains are weighed against the potential for job displacement, and explore how historical economic shifts can inspire optimism for a workforce braced for change.

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Kayako

JANUARY 25, 2019

They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. . She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Case Study.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Buy-in from leadership is the keystone here. Without further ado: 1.

Customer Centricity 48

Customer Centricity Culture Case Study Leadership 48