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

eglobalis

NOVEMBER 3, 2024

By breaking down these silos and fostering interdepartmental communication, companies can ensure a cohesive and consistent CX, where every touchpoint accurately reflects the company’s unique personality, values, and strategic objectives. ” [link] Siemens, “Customer Excellence at Siemens.”

B2B 494

B2B Culture Innovation Loyalty 494

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. The post covers all aspects of image, including a brand’s personality that is portrayed in its communications.

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Experience Investigators by 360Connext

JANUARY 28, 2025

We’ll explore the power of visual aids, adaptable communication methods, and the recognition of individual learning styles to craft an environment where every team member feels valued and empowered.

Training 143

Training Communication Culture Resources 143

eglobalis

NOVEMBER 5, 2024

The End of Business as Usual – Forecasting the Disruption of Traditional Business Models In The End of Business as Usual , Solis explores how “connected consumers” are reshaping conventional business models, stressing the importance of customer-centric strategies.

Leadership 436

Leadership Innovation Social Media Trends 436

C3Centricity

JANUARY 3, 2022

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year.

Customer Centricity 294

Customer Centricity Customer Journeys Connections Tips 294

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. Source: Retail Dive.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. Enhancing Collaboration and Communication AI-powered communication tools are enhancing collaboration among employees, especially in remote and hybrid work environments.

Employee Experience 439

Employee Experience Customer Experience Employee Engagement Telecommunications 439

ShepHyken

OCTOBER 14, 2024

How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction? A Practical Guide to Customer-Centric OKRs.

Customer Centricity 82

Customer Centricity Strategy Measurement Culture 82

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

JUNE 27, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

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. Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Speedy Service Customers expect their concerns to be addressed promptly and efficiently.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

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

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book.

Banking 143

Banking Customer Centricity Culture Communication 143

InMoment XI

MAY 23, 2023

Aegon’s ‘Connecting with Customers’ programme is an award winning programme which has delivered spectacular results for the business, colleagues and customers. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

ECXO

JULY 29, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. They appreciate proactive communication on potential risks like weather hazards.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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. Leverage technology.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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

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

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

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

eglobalis

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). The seamless integration of hardware, software, and services creates an ecosystem that customers find hard to leave. This approach allows Samsung to set trends in the industry.

e-support 481

e-support Innovation Customer Centricity Loyalty 481

ECXO

OCTOBER 27, 2024

Customer Success teams can enhance engagement by analyzing patterns in customer behavior and tailoring outreach accordingly. For example, if a customer hasn’t engaged with a product in a while, proactive communication offering tips or new features can reignite interest.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

OCTOBER 26, 2022

Regardless of what you call it or where it lives, you need to have a plan for how you will make your CX program an organization-wide, customer-centric initiative—and keep it that way. It has to be more than just saying you are customer-centric, or having the word “customer” in your mission statement.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

JANUARY 9, 2024

Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Clearly communicate pricing, terms, and conditions.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

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

JULY 13, 2023

This final action leads to not only improved communication out to customers but also improved internal communication around expectations and making material more inclusive to drive better understanding. Having the right experience programme in place can help build customer centricity and use it to your advantage!

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

C3Centricity

JULY 23, 2024

While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior use of customer-centric data. This is what I want to cover in this post. However, this means that they can no longer rely on creativity alone.

Data 293

Data Customer Centricity Analysis Study 293