PeopleMetrics

JUNE 30, 2014

And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired. Customer Centric Culture and Our Approach. We were looking to uncover the dimensions of customer-centric cultures.

Customer Centricity 111

Customer Centricity Culture Policies Customer Retention 111

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. This can include specific actions, policies, practices or outcomes.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CX Journey

AUGUST 26, 2014

Changing the organization''s DNA to be more customer-centric is not a project for one person to undertake; this is an organization-wide effort. As such, the governance structure is critical to the foundation of any customer experience effort. That customer focus becomes an organizational discipline, not a department.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Building a customer-centric culture is not something you can address with a list of tactics. The foundation of a customer-first culture is knowing what promises have been made to customers, and what experience we want to deliver. Customer experience suffers, and customers lose faith in the overall brand.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

CSM Magazine

JANUARY 29, 2018

There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service. The same goes for a list of vital policies.

Customer Centricity 75

Customer Centricity e-support How To Policies 75

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

CX Journey

NOVEMBER 11, 2014

If you''ve mapped customer journeys, what other activities have you used your maps for? I thought I''d compile them all here in one place. Use journey maps to. Use journey maps to. What other benefits have you witnessed as a result of mapping?

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

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. It happened because our corporate policies were placed ahead of our shared values. Perhaps not.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this make doing business with us easier for customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries. Leadership.

Customer Centricity 64

Customer Centricity Culture Customer Journeys Leadership 64

CX Journey

APRIL 5, 2017

When that happens, the customer wins. If your executives aren't on board with developing a customer-focused and customer-centric organization, then forget it; it won't happen. Thou shalt kill bad policies and rules. Is there a stupid rule or policy in place whose origin cannot be recalled by anyone?

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have customer focus as a shared value at all levels. Value brand consistency at every stage of the customer experience.

Customer Experience 152

Customer Experience Contact Center Customer Centricity Policies 152

Maz Iqbal

NOVEMBER 20, 2014

What Has Transformation To Do With Customer-Centric Business? What has this conversation to do with all things Customer and especially customer-centric business? If you are serious about cultivating genuine-meaningful loyalty between yourself and your customers then you have to open up your clenched fist.

Customer Centricity 63

Customer Centricity Case Study Leadership Loyalty 63

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom.

Culture 139

Culture Customer Service How To Policies 139

CX Journey

NOVEMBER 14, 2014

Science is rules, processes, policies, data, and tools. Art is a smile, a happy customer. When the business focuses on the science side of things, they focus on the metrics; when they are truly customer-focused and customer-centric, there’s art to that because we focus on the customer rather than on moving the numbers.

Customer Experience 177

Customer Experience Guidelines Comparison Metrics 177

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

ijgolding

MAY 23, 2017

Influencing any organisation to constantly focus on the critical need to remain continuously and sustainably customer focused is a never ending task. Even Old Mutual Wealth need to keep guiding their people on the journey towards sustainable customer centricity. Yes, humans like you and me. Source: cmo.com.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer Centricity 60

Customer Centricity Customer Journeys Consulting Call Center 60

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Michel Falcon Experience

APRIL 19, 2017

To do this successfully, your company must have a rigorous interview process and ask some forward thinking questions to immediately identify if the candidate is truly customer-focused. To ensure you have an aligned customer-centric team I recommend asking these five questions when hosting customer service interviews.

Customer Service 79

Customer Service How To Policies Customer Centricity 79

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ProProfs Chat

JUNE 5, 2020

Enable customer-facing employees to ‘think and act in the interests of the customer’ – empower them with the ability to truly help and support customers. Focus on making sure employees responsible for delivering customer service are ‘looked after and cared for. Tweet this. Annette Franz Founder and CEO, CX Journey Inc.

Tips 143

Tips Customer Service Social Media Culture 143

ShepHyken

JANUARY 24, 2022

How Can We Make Our Organizations Truly Customer-centric? diginomica) Customer Success isn’t just the name of a department – it’s a top-down, company-wide philosophy and responsibility to deliver an exceptional customer experience. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise.

Customer Service 69

Customer Service Customer Centricity Policies Retail 69

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

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's definitely one of the problems. One big problem.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

CX Journey

APRIL 25, 2018

They can be used during onboarding, training, and other ongoing education opportunities to unite the organization around the customer, to teach employees about the current and the future experience, and to further ingrain the customer-focused culture of the business. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CSM Magazine

SEPTEMBER 28, 2016

Habit #1: Delivering a great customer experience is a way of doing business – it’s not just a program. Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators.

Customer Focused 40

Customer Focused Company Airlines Culture 40