Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 100

Culture Customer Focused Company Competitive Advantage 100

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.”. But guess what?

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

InMoment XI

OCTOBER 23, 2024

The following approaches will help you make the most of your bank branch to boost customer satisfaction: Create a “branch of the future” for your bank. Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. This created a customer-centric culture that increased its revenue by 5%.

Banking 195

Banking Customer Experience Effort Score Financial 195

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. We can ALL do this.

Handbook 88

Handbook Culture How To Case Study 88

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

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. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. How do people talk about customers at the organization?

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Company 142

Company Customer Centricity Exercises Consulting 142

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

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. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. How aligned they are with the company’s overall business goals and culture. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: .

Advertising 152

Advertising Consulting Brands Tips 152

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

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Experience Investigators by 360Connext

MAY 17, 2018

Cultural transformation is never easy. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Something simple as a login should never create friction for your customers.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. They are not profit-centred.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Experience Investigators by 360Connext

OCTOBER 4, 2017

The whole world is focusing on customer service and customer experience this week! So I urge you to ask if your CX and customer service leaders are truly working together. Is it time to reach out to your customer-focused counterpart and create an alliance? Are you a leader in your organization?

Customer Service 181

Customer Service Social Media NPS Customers 181

ijgolding

SEPTEMBER 18, 2014

I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis. There are many reasons why this is the case – organisational culture being the predominant one. This could not be said for Aer Lingus, a company which seemingly prides itself on being customer focused.

Airlines 211

Airlines Travel Social Media Course 211

InteractionMetrics

JANUARY 7, 2025

The Power of Personas and Critical Moments Effective journey maps focus on key customer personas and highlight the “moments of truth”the interactions that have an outsized impact on the customers experience and loyalty. Employee-Focused Goals: Attracting and retaining top talent by addressing employee needs and engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

Connections 190

Connections Company How To Chief Customer Officer 190

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Employee life cycle.

Survey 111

Survey Company Leadership Study 111

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. I knew that I needed to first cut my teeth before I became a consultant and keynote speaker.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience.

Study 208

Study Case Study Consulting Culture 208

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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Case Study Consulting 132

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. It will still be the same leaders, people and poor culture that has led Time Warner to have this unenviable reputation. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

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