ECXO

MAY 11, 2023

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. They know that CX maturity is not an end game.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Example: A software company reaches out to a customer after 30 days, offering a free one-on-one session to optimize their experience with the tool.

Sales 266

Sales Customer Experience e-support Examples 266

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. Actionable Items: Host Vision Workshops: Regular sessions can help employees understand how their roles contribute to the company’s long-term vision and customer success.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

InMoment XI

AUGUST 17, 2023

Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? This is the same for every project, not just that of adopting a customer-first strategy.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Many leaders claim being customer-centric is a priority. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 150

Customer Engagement Roadmap Engagement Customer Centricity 150

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 150

Customer Engagement Roadmap Engagement Customer Centricity 150

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 150

Customer Engagement Roadmap Engagement Customer Centricity 150

ShepHyken

DECEMBER 4, 2020

No matter your industry, you need to pivot to one extent or another in order to meet your customers where they are. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. What is a Customer Experience Roadmap? They deserve it.

Roadmap 114

Roadmap Customer Experience Airlines How To 114

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success.

NPS 195

NPS Customer Centricity Automotive Culture 195

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. This translates into the precision of a strong customer strategy, supported by a strong communications plan for your organisation. Again I propose a ‘Customer Centric’ culture.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

SurveyGizmo

MARCH 15, 2021

And the most progressive organizations are embracing strategies focused on customer-centricity. At its core, customer-centricity is: An emphasis on putting the customer at the heart of every business decision The empowerment of employees to adjust each customer experience A cultural shift in how organizations view their customers.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot.

Policies 200

Policies Roadmap Culture Leadership 200

Aveus

AUGUST 22, 2017

Identifying key tipping point moments that have a disproportionate impact on your customer experience is a key ingredient in creating a roadmap for the important change you will undertake. This begins your organization’s journey towards creating a customer centric culture where you put customers at the heart of everything you do.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is a guide, a roadmap, a set of boundaries by which the business will function. I urge you to ask your leaders as soon as possible!

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Thematic

MARCH 30, 2025

Loop in stakeholders: Involve people at all levels—from frontline agents to product managers to executives—so everyone understands the importance of being customer-centric. When collaboration is strong, closing the customer feedback loop becomes a shared mission across departments, not just a task for one team.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

PeopleMetrics

JANUARY 23, 2015

Culture is the new black. Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

GetFeedback

JANUARY 27, 2020

Evolve company culture and boost employee morale. . While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs.

How To 221

How To Customer Journeys Feedback Survey 221

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

DCX

DECEMBER 24, 2024

.” - Dr. Chris Brown, CEO MRI/MarketCulture #6 #7 #8 #9 #10 Leave a comment NEW from DCX: Rally Every Department Around Customer Obsession Ready to cultivate a customer-obsessed culture? If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Course 52

Course Social Media Leadership Roadmap 52

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Trends 52

ECXO

APRIL 26, 2023

The CCO is responsible for overseeing all aspects of the customer experience, while the CDO is responsible for UX; designing products and services that customers love to acquire and adopt. Customer-centric design – knowing your customer is about understanding their needs and preferences (known and discovered).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Why it matters for CX professionals Philosophy's emphasis on ethics, empathy, and critical thinking has direct applications in customer experience.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Lumoa

JANUARY 23, 2018

The tools need to support empowering the organization to act In addition to clever analytics and great understanding on what value you can get via improving your customer metric, there is one more critically important thing required, to make the feedback actionable: you need to empower your organization to make the changes needed.

Analytics 285

Analytics NPS Financial Analysis 285

DCX

DECEMBER 1, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. What to do now: Start small. What feels cookie-cutter?

Fashion 52

Fashion Culture Trends Connections 52

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

OCTOBER 27, 2024

-Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

DCX

OCTOBER 13, 2024

AI Audio Discussion A CX Leader’s Guide to Organizational Buy-In is your go-to playbook for building a customer-first culture across your entire organization. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Customer Centricity Roadmap Course 52

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Thematic

APRIL 1, 2025

Clear objectives keep your efforts customer-centric and business-focused. They ensure you're gathering and analyzing customer data with purpose—whether it's to inform product improvements or to refine marketing strategies. Customer feedback is a goldmine for improving products or services.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. A customer-centric strategy could be a great way to bring it back to basics.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52