ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Transforming to a Customer-Centric Company Culture. SHARE ARTICLE. Share on email.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Aligning with brand ensures the new experiences reinforce what the company stands for in the market. Finally, the strategy must remain flexible.

B2B 339

B2B Customer Journeys How To Effort Score 339

C3Centricity

NOVEMBER 26, 2024

It’s a transformational shift essential to gaining a lasting competitive edge in today’s market. It’s about allowing the voice of the consumer to influence every area of the organization, from product design to marketing, support, and even company culture.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

ECXO

NOVEMBER 26, 2024

Build a Customer-Centric Culture Rather than depending on individual heroes to save the day, focus on building a customer-centric culture across the organization. For example, marketing, product, and support teams can collaborate to address customer pain points holistically.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

MARCH 13, 2025

Moreover, CX is emerging as a critical differentiator in B2B markets: when products and services are similar, the company that delivers a better experience stands out and shifts the conversation from price to value. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 234

Leadership B2B B2C Effort Score 234

ECXO

MARCH 12, 2025

The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. Marketing & Customer Experience: How to Tap into the Unconscious Mind 1. The takeaway? They live them. Use it wisely.

Consumers 291

Consumers Customer Experience Fashion Brands 291

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 488

Customer Experience Customer Centricity Innovation Culture 488

ECXO

MARCH 11, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. Example: The CEO should review CX metrics in the same way they review financials, operations, and market expansion.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 296

Culture Case Study Employee Experience Innovation 296

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. For example, for those businesses operating across Europe and beyond, identifying cultural differences in CX expectations is critical. CX is the future of business success.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

eglobalis

SEPTEMBER 11, 2024

When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives. For instance, when marketing teams collaborate with R&D, they can provide valuable insights into customer needs, guiding the development of new products. You can read it here.

Innovation 444

Innovation e-support Culture Customer Centricity 444

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases.

NPS 453

NPS Feedback Net Promoter Score B2C 453

ECXO

NOVEMBER 19, 2024

Behavioral Segmentation : Instead of generic mass marketing, segment customers based on behavior (like past purchases, browsing patterns, etc.). Encourage collaboration among employees from different departments, such as marketing, customer support, product development, and sales. This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Continuous monitoring and adaptation are crucial.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 9, 2024

AI: Hype, Hallucinations, and Human Oversight Generative AI stole the spotlight in 2024, offering revolutionary possibilitiesfrom personalized marketing to automated support. Societal trends are shaping new opportunities and challenges for CX leaders: Wellness Culture: Self-care is booming, from non-alcoholic beverages to gut health products.

Trends 195

Trends Self Service Roadmap Customer Centricity 195

C3Centricity

FEBRUARY 8, 2025

McKinsey reports that companies using customer insights for decision-making are 60% more likely to achieve above-market growth rates! Modern market leaders demonstrate the transformative power of customer insights: – One standout example is Spotify s “Wrapped” campaign. .

Innovation 156

Innovation Leadership Customer Insights Report 156

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. Foster a culture of open dialogue where customer feedback is welcomed and shared.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

InMoment XI

DECEMBER 3, 2024

For example, a collaboration between marketing and product teams to engage a specific user segment with a new feature. Scale A solid customer-centric culture begins materializing in this stage. It sets the foundation for product development, marketing, and human resources.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

DECEMBER 17, 2024

Even marketing professionals have successfully led CX operations efforts. Some customer experience managers will have marketing experience, others will have sales experience, etc. Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 1, 2024

It’s all about creating that deep, emotional connection that turns regular customers into passionate brand ambassadors and transforms ordinary brands into true cultural icons! It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Ryan Ostrom , Chief Marketing Officer and former brand leader at GNC, Yum! ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

InMoment XI

MAY 17, 2022

At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. Supportive Culture Connection to Customer Experience. Employee Must Have #1: Supportive Culture. What Do Employees Want from Their Employers? The 2022 Employee Landscape.

Trends 369

Trends Culture Connections Brands 369

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This dual focus helps in aligning the product with market needs, ultimately driving sustainable growth. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

JULY 10, 2024

Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions. Platforms like Medallia support NPS implementation across diverse markets, emphasizing the need for localized customer feedback approaches.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Table of contents Why restaurant social media marketing is important? They use social media to make informed decisions about where to eat.

Social Media 104

Social Media Tips Marketing Video 104

2020 Research

OCTOBER 16, 2024

Get started Embracing Diversity, Equity, Inclusion, and Belonging (DEIB) is a transformative move that promises a brighter, more equitable future in market research. Awareness & Support Integrating DEIB in market research starts when organizations foster awareness and nurture support internally. Read on to uncover all the steps.

Marketing 59

Marketing Analysis Culture Report 59

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. For instance, B2B relationships often involve multiple stakeholders , yet a single transactional NPS score from one contact cant reflect an entire accounts health.

Survey 320

Survey Banking NPS Effort Score 320

InMoment XI

NOVEMBER 16, 2023

The necessity of an integrated CX data ecosystem, supported by the right organisational culture, was underscored as the ideal approach. The employees – what they can deliver, what they are trained to do, what is the culture, and what are their KPIs? What measures can be taken to prevent loss prevention?

Healthcare 447

Healthcare Culture Travel Study 447

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Personas are often based on research, including customer segmentation and market research data. Behaviors and attitudes are different from place to place, culture to culture. To do this, use initials like “C.J”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JULY 16, 2024

In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. This positive perception can differentiate a company in a competitive market and become a unique selling proposition.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Experience Investigators by 360Connext

MARCH 11, 2025

At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement. Brian has a proven track record of driving financial and operational success.

Healthcare 143

Healthcare Social Media Culture Groups 143

InMoment XI

MARCH 23, 2022

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs. Culture, Infrastructure, and Operational Challenges. The truth, however, is much more nuanced than that.

Brands 370

Brands Policies Employee Engagement Employee Experience 370