Remove Customer Centricity Remove Customer Focused Remove Policies
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Tips for Transforming to a Customer-Centric Company Culture

ECXO

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s not a project that you start and finish nor just about offering great customer service. Establish customer centric values.

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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

When future times of crisis present themselves (as they’re sure to do) we as CX professionals can carry forward this lesson: that both operations and customer experience need to be prioritised in order to make it through hard times. Balancing Operations and Customer Experience: A Case Study.

Airlines 397
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The Heartbeat of a Customer-Centric Organization – Part 1

ECXO

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

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CX Journey™ Musings: Customer Focus - at What Cost?

CX Journey

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" It's all about customer focus.

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The Double Agents of CX: Who are they and what do they do?

ECXO

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. These metrics can guide decision-making and help you track progress over time.

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Is Your Mission Customer-Focused, or an Empty Promise?

Experience Investigators by 360Connext

Without a customer-centric mission statement, however, you are only selling an idea (your brand promise) with no backbone to support it. It’s a lovely thing to say, but what happens when Nationwide rejects your claim as a policy holder? appeared first on Customer Experience Consulting.

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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

CX transformation in a B2B organization means making customer-centric improvements across the entire business. It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer.

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