Kristina Evey

JULY 9, 2014

Meaning, if there are internal issues and leadership stands and supports the ideal culture, they will make the difficult decision of “freeing up the future” of those who do not embrace the ideals and are slowly but surely destroying morale. So, how do you define your culture? Leave nothing to chance.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

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

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

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

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. CHALLENGE: Name an organization you know of that would either fit or come close to this ideal.

Exercises 246

Exercises Customer Centricity NPS Culture 246

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Employee Engagement CRM 72

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect).

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. You will more than likely end up leaving one way or the other, so why waste your time with a boss who lacks this essential leadership skill? How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Building a customer-centric culture is not something you can address with a list of tactics. Incorporate customer feedback data and quotes into project plans and product roadmaps. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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 80

Customer Centricity Exercises Customers Culture 80

ECXO

AUGUST 9, 2023

Leadership across the business needs to share (or create) a clear client-centric vision and aspiration, linked to value. Senior executives need to then use their leadership to role model and demonstrate a commitment to the renewed client focus, and bring their PS / consulting team with them. Don’t go into airplane mode.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. Hurst, The New Ecology of Leadership.

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. Uniphore: How do you start your day? At around 6 a.m.

Meeting 246

Meeting Culture Exercises Connections 246

Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. What you can’t do with quantitative is hear your customers’ voices. In the end, having that open-ended feedback changed the entire dynamic of the exercise.

Feedback 147

Feedback Exercises Analysis Effort Score 147

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . The company’s leadership needs to be aligned with its customer experience goals.

Customer Centricity 122

Customer Centricity Culture Exercises Leadership 122

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 65

Customer Centricity Culture Customer Journeys Leadership 65

DCX

DECEMBER 24, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Sundays are for Catching up and Learning DCX Links: Six must-read picks to fuel your leadership journey. Course Details FREE For the Holidays!

Course 52

Course Social Media Roadmap Leadership 52

Maz Iqbal

OCTOBER 7, 2014

Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. Then the debates occur as to what customer-centric means, what customer experience is and is not, what counts as innovation or not. And they do. Yet all is not as great as it sounds.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

DCX

JANUARY 12, 2025

Learn how intent-driven UX is shifting from task-focused tools to experiences that anticipate customer needs before they ask. Think leadership is just about numbers? See how mission-driven leadership is fueling growth by connecting teams with purpose and turning digital transformation into lasting impact. Let’s dive in!

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

Pretium Solutions

FEBRUARY 7, 2012

Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.

Customer Centricity 60

Customer Centricity Sports How To Leadership 60

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

DCX

NOVEMBER 24, 2024

From keeping products simple to giving AI some sass or embracing quiet leadership, the big takeaway is this: CX isn’t just about what you do —it’s about how you make people feel. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

Blake Morgan

JANUARY 21, 2025

11:28 | Creating a Customer-Centric Culture : From perspective-taking exercises to direct customer conversations, Megan outlines actionable steps for building a culture that puts customers at the center of decision-making. She is a customer experience futurist and author of three books on customer experience.

Measurement 52

Measurement How To Competitive Advantage Exercises 52

DCX

JANUARY 7, 2025

Is Leadership All-In? Here’s a red flag: when was the last time someone on your leadership team actually talked to a customer? This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. Brag a little: Share wins, big or small, so people see CX actually works.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 317

System Effort Score NPS Net Promoter Score 317

DCX

NOVEMBER 17, 2024

Whether it’s leveraging tech like AI and wearable neurotech, building trust through transparency, or rethinking leadership, the takeaway is clear: great customer experiences don’t just solve today’s problems—they help shape a better future for everyone. That trust? It’s what brings them back.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Decoding Customer Experience is here to make sure you don’t just keep up—you excel. Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game.

ROI 52

ROI Self Service Leadership Metrics 52

PeopleMetrics

MARCH 1, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

Customer Centricity 48

Customer Centricity Banking Leadership Exercises 48

Customer Guru

MARCH 27, 2018

The answer isn’t simple because improving customer experience takes time and there is no shortcut to it. In an earlier post, I’ve written about customer-centric leadership , which is critical to improving customer experience. Moreover, it requires constant work. Again, consistency is the key here.

Customer Experience 114

Customer Experience Exercises Measurement Tips 114

DCX

DECEMBER 3, 2024

The exercise itself fosters resilience because grappling with the impossible requires you to rethink long-standing assumptions. It’s an exercise in humility, creativity, and perseverance. This toolkit is here to help you and your team break free from the usual thinking, take bold risks, and revolutionize customer experience.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

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

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. This simple exercise is incredibly powerful in bringing a team together. Employees need to hear from leadership more than ever. Even if they can only see each other on Zoom!

Employee Experience 116

Employee Experience Communication CEM e-support 116

Michel Falcon Experience

OCTOBER 21, 2019

Take Amazon, for example, I’d bet that you didn’t know that their tagline and slogan for the company is to be “earth’s most customer-centric company.” This is a testament to their seamless customer experience that has us buying more and more every year. You Aren’t Hiring Customer-Centric People.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

DCX

JANUARY 5, 2025

Observability tools make sure your customers get fast, frustration-free experiences from start to finish. It helps you see what’s going wrong and fix it before your customers even notice. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52