ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. Why is Customer Experience Important?

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. Break Down Data Silos Overcoming data silos is a critical aspect of integrated customer experiences.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer Centricity 66

Customer Centricity CEM Touchpoint Social Media 66

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. I’ve spent over a decade helping organizations learn to create a customer centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

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

SurveySensum

SEPTEMBER 4, 2019

Believe it or not, the only predictor of customer loyalty is the overall study of customer behavior at various touchpoints and how customers are engaging with the brand. If you can measure the current customer love, then your business can improve and drive impact. Schedule a call now with an expert CX consultant!

Customer Experience Management 70

Customer Experience Management Customer Experience Tips Management 70

Strativity

SEPTEMBER 14, 2016

FREMONT, CA—September 14th, 2016 —Strativity earns a place in the list of 20 Most Promising Customer Experience Management Solutions Providers 2016 by CIOReview. For over a decade, Strativity Group has led dozens of organizations around the world into a new era of customer-centricity. For more info, visit: [link].

Customer Experience Management 40

Customer Experience Management Customer Experience Management Customer Centricity 40

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

DCX

AUGUST 4, 2024

Exclusive Content for Paid Subscribers of the DCX Newsletter Get 30 day free trial Weekly inspiration, education, and coaching for customer-obsessed leaders. Struggling to create a customer-centric culture? Customer Contact Optimization: Goes beyond deflection to strategically manage customer interactions.

Contact Center 52

Contact Center Banking Return on Investment Innovation 52

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Comm100

AUGUST 29, 2021

Join us as we look at some of the things to keep in mind as you train your agents for omnichannel customer service. Be customer centric. One of the greatest strengths of an omnichannel customer service strategy is the uniquely customer-centric focus. Customers that feel listened to will also feel empowered.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. What might have been enough last year, is not enough this year.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Most organizations attack the symptom not the cause.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

PeopleMetrics

JULY 20, 2020

You can set up real-time alerts that go to the appropriate person in your company who is responsible for following up with the customer and “closing the loop.” This activity alone with make your company 10x more customer-centric. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

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

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Never underestimate the customers expectation in CX. It will be growing and growing.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Customer Bliss

SEPTEMBER 5, 2017

His expertise is in customer experience management, business transformation and cultural change programs. Damian then decided to move from organisational psychology and focus his attention on consumer psychology and in particular customer experience, behavioural economics and customer-centric cultures.

Industry 147

Industry Self Service Customer Centricity Touchpoint 147

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Conduct a communication audit.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

ClearAction

DECEMBER 30, 2017

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

ImprintCX Articles

MAY 31, 2024

From our first conversations, it quickly became evident that the different service leaders within GSS were not aligned on what they call their internal customers, the definition of customer experience, and whether they even needed to become more customer-centric. What to know more? Let’s talk!

Customer Experience 52

Customer Experience e-support B2B Customer Centricity 52

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. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Michel Falcon Experience

FEBRUARY 19, 2016

[bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] ”] I remember the day when I first recognized that customer experience management would be “my thing.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

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

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Our focus today: Systems.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

Beyond Philosophy

FEBRUARY 5, 2015

Advanced companies map and plan this out, recognizing that experiences are actually a form of branding architecture, brought to life through excellent engineering. All employees have the responsibility of providing customer value. Core concepts of customer experience and experience management.

CEM 60

CEM Omni-Channel Training Customer Experience 60

ClearAction

NOVEMBER 2, 2017

All revolve around the customer because customers pay our paychecks. Harnessed handoff silos are a perfect indicator of profitable customer-centricity. 1) Customer-Centric Job Descriptions. It all starts with each employee seeing their role in terms of “why should customers pay for my work?”

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63

SuiteCX

JANUARY 21, 2016

We are all trying to be more customer centric, but it isn’t easy. How to Get a Deeper Understanding of Your Customers for 2016. December 20, 2015 Customer Experience Management: How can you get a deeper understanding of your customers for 2016? Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Customer Centricity Leadership Social Media 100

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. This becomes your brand promise.

Customer Experience 69

Customer Experience Net Promoter Score Customer Centricity Culture 69