ClearAction

NOVEMBER 12, 2017

Regardless of what you declare as your brand promises , customers will see your company in terms of your people’s behaviors — not just the behaviors of customer-facing people, but everyone who sets and drives policies, processes, and handoffs throughout your company and its broader ecosystem. Center your thinking on customers!

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

ClearAction

APRIL 18, 2020

Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture. Thorough understanding of customers’ expectations and realities is a prerequisite to preventing issues that bother customers. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

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. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClearAction

NOVEMBER 16, 2017

Competitors are important to your ecosystem because of the expectations they engender with customers and the forces on customers’ decision-making; however, customer expectations are influenced far beyond your industry players. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

CSM Magazine

AUGUST 1, 2017

No longer just an issue for Marketing, Customer Insights or Compliance. Customer Services will be at the forefront when it comes to dealing with enquires from citizens, Subject Access Requests (SAR’s), engagement, loyalty and churn. This has resulted in a more customer centric culture.

Wireless 58

Wireless Customer Experience Policies Loyalty 58

ClearAction

JANUARY 16, 2016

Divert Funds from Fixes to Value-Creation: The New Wisdom approach allows your company to prevent recurrence of issues for your entire customer base. At the same time, it enlightens the entire employee base to better anticipate customer expectations and reactions. Revise your customer experience staffing.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. Read our post about customer journey mapping to learn best practices.

Customer Journeys 259

Customer Journeys Customer Experience Touchpoint Customers 259

delighted

MARCH 4, 2020

What if you have valuable customer insights already, but they are trapped within siloed departments at your company? These are the challenges that effective Customer Experience Management (CXM) can solve. Empower customer centricity as you launch a CXM program. Establish customer-centric values and processes.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Martin Hill-Wilson

JUNE 12, 2015

However we can now expect text and video channels to grow rapidly due to wholesale changes in customer behaviour. Organisations will have to balance the instinct to control costs against this emerging customer expectation. Oxfam policy decreed that direct debit details were needed if you wanted to donate.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Leadership 40

delighted

MARCH 4, 2020

What if you have valuable customer insights already, but they are trapped within siloed departments at your company? These are the challenges that effective Customer Experience Management (CXM) can solve. Empower customer centricity as you launch a CXM program. Establish customer-centric values and processes.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

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 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySensum

MAY 25, 2023

Takeaway In the realm of customer-centric businesses, one thing is clear—they understand the immense power of customer feedback. It’s simple—they know that customer feedback holds the key to unlocking insights that can elevate their game and exceed customer expectations.

Net Promoter Score 52

Net Promoter Score Survey Insurance Effort Score 52

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 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ClearAction

JULY 23, 2023

There may be several other groups in your company who are interfacing with or directly addressing needs of customers. Why this accelerates B2B CXM maturity: This built-in extended CXM team is a treasure trove of customer insights, engagement, and value-generating opportunities. What would make their work more customer-centric?

Government 62

Government B2B Customer Experience Customer Journeys 62

SurveySensum

JULY 20, 2023

Analyzing this feedback using powerful text analytics , they discovered important insights. Customers were switching to other fashion brands due to limited stock availability. Moreover, the absence of a “Try and Return” policy discouraged repeat purchases. This reinforces a customer-centric approach and builds trust.

Retail 52

Retail Feedback How To Self Service 52

ClearAction

NOVEMBER 16, 2023

to embed VoC insights and customer experience (CX) criteria into their programs, templates, policies, processes, and other deliverables. We moved our annual customer relationship survey to the quarter preceding the corporation’s strategic planning process. This is how customer-centricity is built.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62