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. Five Rules of Customer Observation for Greater Success.

Customer Centricity 230

Customer Centricity Customer Journeys Connections Tips 230

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 187

Customer Centricity Competitive Advantage Trends Brands 187

InMoment XI

MARCH 20, 2024

They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. Championing a Retail-Like Banking Experience Metro Bank’s innovative approach emphasised “stores” over traditional “branches.”

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

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 article shows you how to connect with your customers and gather their information.

Customer Centricity 194

Customer Centricity Hospitality Customer Journeys Strategy 194

ECXO

OCTOBER 7, 2024

Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing. As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Innovation is your constant companion in this exhilarating journey.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

C3Centricity

JULY 20, 2020

How to Innovate Successfully (What You’re Still Getting Wrong!). This post mentions the ten reasons innovation fails and then shares ideas on finding a solution to each of them. The best way to innovate is to start by looking at your target customer’s lifestyle and seeing how you can make it easier and more enjoyable for them.

Innovation 257

Innovation Leadership How To Marketing 257

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Embrace change and foster innovation at every level. Discover the power of a customer-centric culture for sustainable business success. Learn how empathy can drive better customer relationships.

Meeting 296

Meeting Customer Centricity B2C Culture 296

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

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

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. Customer Feedback: Make it a habit to listen to your customers.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs.

Feedback 441

Feedback ROI Innovation B2B 441

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. This can be a huge asset in customer service, where issues need to be resolved quickly to maintain satisfaction. Spoiler alert—probably not.

Self Service 334

Self Service Training Culture Analytics 334

TechSee

AUGUST 10, 2023

Organizations focusing on digital transformation are enabled to deliver visual customer engagements which result in better service outcomes and improved customer satisfaction. As a solution that is natively integrated with Amazon Connect, there are no integration costs for customers to deploy.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. The article shows you how to connect with your customers and gather their information. This may surprise you.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

C3Centricity

NOVEMBER 4, 2019

They were the ones that moved to customer centricity. Or to be exact they started on their journey towards putting the customer at the heart of their business. Customer centricity is not a destination, because consumers are constantly changing and their satisfaction never lasts for long. Customer Centricity.

Customer Centricity 151

Customer Centricity Brands Advertising Consumers 151

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. Trader Joe’s (USA) : After receiving a complaint from an elderly customer, Trader Joe’s reinstated a discontinued product and personally followed up with the customer.

Social Media 418

Social Media Feedback Engagement Company 418

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. As I have committed my experiences, thoughts and knowledge to writing, several common themes and ‘connections’ have risen to the surface. Why do they keep blaming us?

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

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. Engagement means connecting their daily duties with the bigger vision, every day.

Leadership 283

Leadership Culture Customer Centricity Report 283

InMoment XI

DECEMBER 9, 2024

Key takeaway: Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Experience Investigators by 360Connext

JUNE 4, 2024

Explore the ongoing challenges in accessibility awareness and the innovative role of AI in enhancing customer interactions. In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience.

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 337

Customer Journeys Culture Leadership Innovation 337

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

eglobalis

OCTOBER 14, 2024

Rather than following pre-set models, learners should be taught how to critically assess customer issues and develop flexible strategies based on the unique circumstances of their company. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

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. What a Customer First Strategy is not. Data #Customer #CEX Click To Tweet.

Strategy 248

Strategy Customer Centricity Innovation Airlines 248

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

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 223

Data Customer Centricity Analysis Study 223

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. Engagement means connecting their daily duties with the bigger vision, every day.

Leadership 227

Leadership Culture Customer Centricity Report 227

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Voice-First Experience: Innovation and Disruption.

Innovation 174

Innovation Entertainment Knowledge Base Technology 174

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. It will be growing and growing.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ijgolding

APRIL 9, 2020

A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation? It is an all-in-one platform empowering brands to deliver the ultimate experience to their customers. Eytan Hattem.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

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. Monzo’s commitment to customer-led innovation sets it apart in a competitive landscape.

Competitive Advantage 212

Competitive Advantage Consumers Banking Loyalty 212

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What incentives and rewards could be connected to CX outcomes. And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers?

Entertainment 300

Entertainment Culture Consulting Connections 300