Horizon CX

DECEMBER 29, 2014

my thoughts about what I believe it means to be customer centric. term; “charity begins at home” I feel sums up the true meaning, intent, and starting point of customer-centricity—charity being characterized. customer-centricity daily and we are also on the giving end as we serve others. customer-centricity.

Customer Experience 100

Customer Experience Customer Centricity Conference B2B 100

Horizon CX

DECEMBER 29, 2014

So now that I’m finally here, I want to share my thoughts about what I believe it means to be customer centric. As consumers we are on the receiving end of customer-centricity daily and we are also on the giving end as we serve others in both our work-life and in our private lives—the dual nature of customer-centricity.

Customer Experience 100

Customer Experience Customer Centricity Conference B2B 100

Horizon CX

MARCH 25, 2019

In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Horizon CX

FEBRUARY 29, 2024

Overall, the implications of perfunctory service are far-reaching and can have detrimental effects on customer satisfaction, loyalty, brand reputation, employee morale, and business growth. Equip employees with the tools and resources they need to understand customer needs and deliver exceptional service.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

MAY 14, 2019

Many organizations have struggled with moving from product-centric to customer-centric over the years. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination. Some have achieved this transformation, some have not.

Effort Score 100

Effort Score Guidelines Customer Centricity Infographics 100

Horizon CX

OCTOBER 8, 2019

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

Customer Centricity 100

Customer Centricity Study Training Advertising 100

Horizon CX

NOVEMBER 9, 2023

By acknowledging the impact of unskilled interactions and investing in comprehensive training, businesses can not only enhance customer experiences but also secure long-term loyalty and sustainable profitability.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Horizon CX

NOVEMBER 2, 2016

CEO doesn’t come automatically loaded with a customer centric mind-set. has the vision and the customer-centric mind-set and is not swayed by another. Given a 17% CEO turnover rate, it’s no wonder that, even in situations. where the CEO was committed and actively involved in CX, a transition to a new.

Customer Centricity 100

Customer Centricity Leadership Strategy Report 100

Horizon CX

NOVEMBER 2, 2016

Given a 17% CEO turnover rate, it’s no wonder that, even in situations where the CEO was committed and actively involved in CX, a transition to a new CEO doesn’t come automatically loaded with a customer centric mind-set. CX is not easy and CX is a long-term strategy.

Customer Centricity 100

Customer Centricity Leadership Strategy Report 100

Horizon CX

FEBRUARY 26, 2019

He then goes on to share his 10 commitments CEO’s must make if they want customer experience to materialize into positive business results. Commitment to a Customer-Driven Culture and Strategy. First and foremost, you must make customer centricity a cornerstone of the company’s business strategy.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Horizon CX

OCTOBER 3, 2020

Governance structures can and should be established as a foundation to both designing and creating desired customer experiences as well as handling the resulting feedback that invariably customers will provide. Becoming customer-centric requires an understanding of the mapping process which can have the most immediate effect.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

JUNE 2, 2020

Company leaders should be committed to serving and delighting customers just as much as they expect their workforce to be.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

DECEMBER 31, 2018

Not all organizations are going to have a CEO with that kind of mindset, but that kind of mindset needs to exist in some capacity within every organization intending to become customer-centric.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Horizon CX

JANUARY 4, 2021

One local favorite of mine brought in a design team mid-year that completely redeveloped the bar and seating area to maintain safe distancing by installing moveable seats and transparent panels on wheels to accommodate most customer distancing requirements.

Retail 130

Retail e-support Customer Centricity Customer Experience 130