eglobalis

NOVEMBER 3, 2024

Drawing inspiration from the agile, innovative cultures of South Korea and Israel, we can see that a shift toward creativity, adaptability, and individuality has the potential to enhance CX outcomes and cultivate deeper, more meaningful relationships.

B2B 494

B2B Culture Innovation Loyalty 494

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

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . During this process, you need to understand who your customer is and what they want from you.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

eglobalis

OCTOBER 21, 2024

Challenges of Engaging with Every Negative Post While addressing every complaint may seem like the ideal customer-centric approach, it comes with significant challenges. This mindset reflects a deeper corporate culture of accountability, where customer feedback is seen as a critical tool for continuous improvement.

Social Media 471

Social Media Feedback Engagement Company 471

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

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

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach? CX Awareness.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Source: Forbes. Source: Edelman.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. Communication is key. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 405

Customer Journeys Culture Leadership Effort Score 405

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

eglobalis

JULY 2, 2024

AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 424

NPS Feedback Net Promoter Score B2C 424

InMoment XI

OCTOBER 26, 2022

The keys lie in your customer data—and how you leverage it. 3 Necessities for Stand-Out, Seamless Customer Experiences in Retail. Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. Aegon has taken the Connecting with Customers (CwC) roadshow to all locations and functions in the business.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

InMoment XI

JULY 12, 2022

Enacting this approach will also enable your frontline employees to provide a far superior experience to customers. This strengthens brand connection and creates a customer-centric culture. The Next Step. The Frontline Insights Universe.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

ECXO

JULY 10, 2024

AI can mitigate survey biases by covering all customers and using operational data to generate insights, facilitating communication within the company. This ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement. Customer-Centric Culture : Valuing and acting on feedback at all levels.

Metrics 374

Metrics Analysis Feedback NPS 374

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 314

B2B Customer Journeys How To Effort Score 314

InMoment XI

JULY 13, 2023

There was also emphasis on fostering a culture of ongoing learning and improvement. By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 329

B2B Strategy Customer Experience Customer Journeys 329

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! Is that odd? Engagement.

Leadership 283

Leadership Culture Customer Centricity Report 283

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? Arguably not.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree. Pat is hired and congratulated.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives?

Communication 229

Communication Meeting Resources Connections 229

Lumoa

FEBRUARY 20, 2018

At the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product and HR. At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. Provide guidance and communicate changes.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

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

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

e-support 481

e-support Innovation Customer Centricity Loyalty 481

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. Action is always necessary, as is communication, and prioritisation.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

OCTOBER 7, 2024

Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership.

Leadership 222

Leadership B2B B2C Effort Score 222

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. And that it involves a culture change to move the organisation in this direction.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296