Blake Morgan

OCTOBER 31, 2022

When customers don’t want to get employees into trouble or impact their livelihood, they rate an interaction higher than it was. The big question is if the company is customer-centric, or not. But so few companies are customer-centric over being product-centric. The post Are Surveys Really Customer-Centric?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Maz Iqbal

SEPTEMBER 18, 2014

What Is The Core Insight-Lesson For Those Working On Customer Experience And Customer-Centricity? The core insight-lesson is spelt out rather pithily and it is one with which I am in full agreement. The lesson is so obvious and yet neglected. There you have it. Like they did not work for InterLodge.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Customer Bliss

APRIL 27, 2018

In every silo’s pursuit of becoming customer centric, the cumulative effect may be causing survey fatigue and frustration to your customers who are receiving them. Take an inventory of all the surveys that go out to customers, when and why. This can be a painful process, but it is also necessary.

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

Pointillist

JUNE 7, 2021

“ Jim Tencher Founder and CEO Heart of the Customer. Legacy tools and technology are an obstacle to digital transformation, making it challenging to respond to customers’ changing needs and expectations. “ Customer-centric enterprises make it a priority to align the entire organization around their customers.

Measurement 71

Measurement Survey Customer Journeys Management 71

C3Centricity

NOVEMBER 20, 2017

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. In it, I summarised the very first step of Insight development like this: C = Category.

How To 168

How To Insurance Groups Consumers 168

Maru Group

AUGUST 3, 2020

In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. We feel this is imperative to ensure that our clients’ CX programs are aligned to their customers’ changing evaluation criteria where it comes to how they feel about our clients.

Brands 52

Brands Government Study Metrics 52

ChurnZero

MAY 13, 2022

As your team changes, as your customers change, as your product changes, you have to adapt to that. What looked like success for a ChurnZero customer three years ago, would be a horrifically unhealthy customer now. There’s a lot of lip service going around about being customer centric.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98