ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

ECXO

MARCH 6, 2025

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.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

OCTOBER 14, 2024

This individualized approach helps learners engage more deeply and apply what they’ve learned to real-world problems. Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service.

Customer Experience 450

Customer Experience Customer Journeys Case Study Innovation 450

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. In 2023, Spotify used not just user listening data but an understanding of the emotional drivers behind their customers’ listening habitsself-reflection and social sharing. The result?

Innovation 156

Innovation Leadership Customer Insights Report 156

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Organizations can progress from this stage by first achieving leadership buy-in.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity Report 283

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models.

Customer Experience 490

Customer Experience Customer Centricity Innovation Culture 490

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Many leaders claim being customer-centric is a priority. Let’s get some leadership attention for what we really need.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

eglobalis

JANUARY 28, 2025

Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. What can I say?

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity Report 227

eglobalis

AUGUST 13, 2024

Background on Samsung and Apple To fully understand how Samsung and Apple differentiate in customer experience, it’s essential to delve into the backgrounds of these two industry titans. Here, we provide an overview of their corporate structures, leadership, and financial performance.

e-support 509

e-support Innovation Customer Centricity Loyalty 509

Experience Investigators by 360Connext

OCTOBER 11, 2024

Customer experience is the concept of learning about an organization’s distinct customer groups and their needs, and comparing those needs and expectations to their journey engaging with the brand. Leave me a voicemail here and I can help you on an upcoming episode.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. If you haven’t seen it, you can check it out here ( The Heartbeat of a Customer-Centric Organization – Part 1 ).

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

eglobalis

APRIL 6, 2025

Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. link] Case study: Building a customer-centric B2B organization.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

ECXO

JULY 23, 2024

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.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

ECXO

JUNE 23, 2024

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. Additionally, creating clear and measurable customer success goals is crucial.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Blake Morgan

OCTOBER 15, 2024

Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. This focus on personalization is something Henrik believes AI can also help bring to customer interactions at scale. For leaders, adopting AI begins with personal engagement. 8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. Michele Crocker, a seasoned expert in digital customer experience and contact center consulting, knows this all too well. One of the most critical elements Michele highlights is leadership.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

ECXO

FEBRUARY 3, 2025

Result: Customers who feel valued are more likely to remain loyal and recommend your business to others. Trust is Built Through Consistency Proactive sales build trust by consistently delivering value, even when the customer isnt actively seeking help. What are you waiting for?

Sales 263

Sales Customer Experience e-support Examples 263

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

NOVEMBER 21, 2024

Enhanced customer service helps retain existing customers and supports brand reputation management. As a result, you can increase your market share with this customer-centric approach. Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

JUNE 14, 2017

It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.

Infographics 263

Infographics Customer Centricity Employee Engagement Brand Values 263

ECXO

MAY 11, 2023

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. Is your business truly customer-centric?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156