ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Unnecessary cost.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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 Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center? What defines a Customer-focused company?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. Regularly assess what’s at-odds or in-harmony with your customer experience objectives.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Customer service is not a department. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

Alida

DECEMBER 1, 2016

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream. Given how much this space has grown in the past decade, the mainstream adoption of new technologies in the financial industry shouldn’t come as a surprise. billion in funding.

Customer Experience 193

Customer Experience Financial Banking Culture 193

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. Whether it be conscious or not, too many organisations have spent far too long believing that their ‘reason for being’ is making money.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Horizon CX

MAY 19, 2023

Insufficient Resources and Capability: Transformation initiatives often require significant resources, including financial investment, technology, and talent. They can advocate for the importance of customer experience and embed it as a core element of the transformation strategy.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. Customer centricity is an organizational philosophy. .”

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ijgolding

FEBRUARY 20, 2017

Although I was not there when it was posed, it is extremely likely that the question was laid down as a challenge – to either ask for justification as to why the business should keep focusing on CX or to find a way to stop doing so altogether. You can read more about the story here ). Take a second to digest that information.

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

Lumoa

NOVEMBER 10, 2021

By making customer-centric decisions for everything from products and services to public statements and advertising campaigns, a company can optimize the customer journey through transformative customer experiences, thereby creating a more loyal and enriching customer-brand relationship.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

ijgolding

MAY 23, 2017

Last year, I had real pleasure in writing a post about ‘making the customer experience magical – the power of surprising and delighting customers’ If ever there were fodder for the ‘eye rollers’, this headline absolutely nails it!! Sure, customer experience is important.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

CloudCherry

JANUARY 21, 2020

VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Download File. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy. How do we make this happen?

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Zeisler Consulting

NOVEMBER 5, 2020

When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture. All of this transactional work needs to be supported by a healthy Customer-centric culture within your organization.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ijgolding

MAY 2, 2017

Customer centric? Backing the actions of the staff involved whilst failing to acknowledge the significance of the issues for his customers has been indescribably damaging to both the United brand and Oscar Munoz himself. ” The use of the word ‘re-accommodate’, has come in for particularly scathing criticism.

Airlines 181

Airlines Customer Centricity Policies Travel 181

Blake Morgan

JULY 15, 2023

Walmart and Amazon are two of the world’s largest retailers known for their customer focus and innovation. Here’s how Amazon and Walmart stack up in 2023: Financials Amazon and Walmart have both seen strong financial growth in the last few years. But which one truly leads the pack? billion in 2021. billion in 2021.

Retail 52

Retail Innovation B2B Transportation 52

Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CX Journey

FEBRUARY 4, 2016

This quote is an abbreviated version of what Warren Buffet said to Charlie Rose in an interview about the financial meltdown of 2008: Charlie Rose asked: “Should wise people have known better?” They might talk about a great customer experience or advertise a great customer experience, e.g., "Better than Amazon!"

Innovation 80

Innovation Financial Culture Advertising 80

Oracle

OCTOBER 4, 2019

CXFS 2019 brought together senior leaders and industry experts to discuss the latest trends in financial services customer service. Retail has raised the bar for financial services customers. Technology is changing the way banks access customer data and deliver experiences.

Banking 40

Banking Financial Retail Customer Journeys 40

Thematic

OCTOBER 19, 2022

Align team and leadership on customer-led product strategy Most teams think they’re customer-centric. But too often, companies put customer needs on the back burner and prioritize ideas of influential stakeholders instead. Confusing anecdotes with data Customer quotes can be powerful.

Strategy 71

Strategy Banking Metrics Analysis 71

ShepHyken

SEPTEMBER 10, 2021

The following five-step plan will help you build a personalized customer experience: . Create a customer-focused vision statement. . Innovation should be customer-centric. . Educate your customers about the new technologies so that they can easily extract value from the innovations.?

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

ChurnZero

JANUARY 18, 2024

Key among these is the fact that subscription payments mean a payback period: a SaaS company needs to keep a customer for a certain period of time to break even and then profit. If a customer churns before the payback period is met, it’s a financial net loss. What does the chief customer officer role encompass?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ijgolding

OCTOBER 16, 2017

The natural step for me was to get involved in promoting CX within my place of work to become more customer-centric, but this was my first negative hurdle. Profits, revenue, up-selling and anything financial base was a priority which had a massive impact in their way they delivered their customer experience.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

CX Journey

JUNE 5, 2019

Actions Speak Louder Than Words It's a fact: in order to successfully transform your culture to be one that is customer-focused, customer-centric, and customer-obsessed, you must start with executive commitment. And there's always a "but," isn't there?

Leadership 137

Leadership Culture Resources ROI 137

ijgolding

JULY 7, 2015

Truly transformational business leaders will do what is RIGHT for their business – irrespective of the financial state that business is in. Yet just because it is difficult , it does not mean it is impossible.

Customer Experience 120

Customer Experience Customer Centricity Customer Focused Customers 120

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48