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

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

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. It is a guide, a roadmap, a set of boundaries by which the business will function.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Building a customer-centric culture is not something you can address with a list of tactics. Customer experience suffers, and customers lose faith in the overall brand. A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Thematic

MARCH 30, 2025

Loop in stakeholders: Involve people at all levels—from frontline agents to product managers to executives—so everyone understands the importance of being customer-centric. When collaboration is strong, closing the customer feedback loop becomes a shared mission across departments, not just a task for one team.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

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

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. Advocates stand up for customers whenever and wherever they can.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

DCX

DECEMBER 1, 2024

Customers want experiences that feel personal, considerate, and crafted with care. CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Happy reading—and stay curious, DCXers!

Fashion 52

Fashion Culture Trends Connections 52

DCX

DECEMBER 3, 2024

The CX Leader’s Guide to Organizational Buy-In is your blueprint for getting every department—whether it’s customer service, sales, product, tech, finance, or HR—aligned with customer-centric practices. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

CX Journey

AUGUST 28, 2015

The entire organization must be in on it, starting with executive commitment and that shift to a customer-centric and customer-focused culture. Take a look at The 7 Deadly Sins of Customer Experience post I wrote earlier this year. You might be doing busy work if you. It's not enough.

Roadmap 80

Roadmap Customer Centricity Customer Experience Professionals Culture 80

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ChurnZero

JANUARY 8, 2021

“Ken is a change agent, a problem-solver and a pragmatic leader who is passionate about developing strong, lasting relationships with customers,” said Zander Lurie, CEO of SurveyMonkey, in a statement. “He She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Roadmap : To guide execution of your strategy, you must build a roadmap. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

SuiteCX

JANUARY 19, 2015

Your investment in CX must link directly to key business results • Have a clear story line that arDculates the criDcal business results to how the new/improved processes, capabiliDes and customer centricity will deliver your business enhanced performance.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

DCX

JANUARY 28, 2025

. 👇 Below, you’ll find a simple, practical process and 25 GenAI prompts designed to help you spot the gaps, fix what’s not working, and create experiences your customers will love. Keep reading to get the support you need to drive real, customer-focused change!👇

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Megan Germann – CCXP, Author, Voice of the Customer Advocate. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

APRIL 29, 2020

Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. The following job description describes what’s needed to differentiate ease-of-doing-business for industry leadership by embedding customer-centricity in your enterprise DNA.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Wootric CX Blog

SEPTEMBER 2, 2020

This means, regardless of their role in your organization, every employee should be thinking about the customer experience and how they can improve this experience as part of their daily duties. Make “Customer-Focus” a Pre-Hire Priority. This organization-wide, customer-centric mindset should start before an employee is hired.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Gainsight

APRIL 29, 2019

I sat down with her at INDUSTRY EUROPE ‘19 to learn how all of us in product management can be more customer-centric. Q: In what ways can Product teams use support from other teams, like Customer Success (CS)? How can Product teams can orient their product roadmap strategies to drive business outcomes? REGISTER NOW.

Roadmap 14

Roadmap Conference Sales Meeting 14

Amity

JANUARY 9, 2019

If CS is not part of the organizational DNA then the business as a whole isn’t necessarily driving towards making customers successful. Departments will (at times) tend to work towards their own goals and agendas and it may not always mean it has a customer focus. For example, not all leads are valuable.

Customer Success 81

Customer Success Customer Journeys Leadership Culture 81

Gainsight

APRIL 23, 2019

On May 21-24, over 5,000 growth-focused SaaS professionals will meet in San Francisco for four days of education, inspiration, and connection. Now in its 7th year, Pulse is introducing an immersive Product Management track where you’ll learn how successful product companies are cultivating customer-centric product experiences.

Tips 49

Tips Management Roadmap Conference 49

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Their work is guided by unified customer profiles, at aggregate and individual customer levels.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Magellan Solutions

NOVEMBER 27, 2023

We’ll discuss 10 ways to deliver great customer service that pave the way for lasting connections. The goal is for customers to see your business as excellent and become passionate advocates. Implementing customer-centric practices encourages action and allows you to witness their transformative power.

Customer Service 52

Customer Service Exceptional Customer Service Customer Centricity Customer Satisfaction 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum!

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Measure and track customer satisfaction metrics by launching NPS, CSAT, and CES surveys with SurveySensum!

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

ClearAction

NOVEMBER 18, 2015

And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus. Customer experience management is about people — both outside the company and inside the company. And that's key toward nurturing a customer-centric culture. People Patterns.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

ChurnZero

OCTOBER 16, 2020

Fighting entropy to keep the customer focused on product value through human engagement. When we reflect on the idea of Customer Success passing off a renewal to Sales, Kassie challenges: “What exactly is being sold?”. Every department has a role in delivering an exceptional customer experience.

Sales 98

Sales Customer Success Conference Customers 98

Wootric CX Blog

DECEMBER 9, 2020

The value of becoming a customer-centric company is no longer in question. The truth is that creating a customer-first model at your company is not as simple as introducing a piece of technology and calling it a day — you need to produce a cultural shift. . Product Roadmaps and UX Design.

Banking 52

Banking How To Effort Score Culture 52

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch. Product Management at LinkedIn is responsible for the future roadmap.

Video 40

Video Roadmap Innovation Customers 40

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Caution: “The longer you wait, the harder it is to produce outstanding customer service.” ~ William H.

Company 40

Company Customer Experience Airlines Comparison 40

West Monroe

NOVEMBER 1, 2022

Companies that have processes in place for efficiently gathering customer feedback at every stage of product development are better equipped to identify trends and act quickly when necessary. Anything that is not contributing to a customer-focused decision-making process, while nice to have, is not essential. Probably not.

Resources 52

Resources Effort Score Customer Experience Data 52

Retently

FEBRUARY 9, 2024

Asking about future intentions allows you to gauge customer commitment and identify upcoming trends or changes in preferences that could affect your market position. Meanwhile, asking direct feedback on potential areas for improvement can provide a roadmap for innovation and refinement.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

delighted

JANUARY 14, 2020

The goal of any customer-focused company is to deliver a perfect experience to every customer, every time. You’ll be able to report to your internal stakeholders that you’ve been able to improve your NPS, and have also gained more customers who are willing to promote your business. Convert detractors into promoters.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40