eglobalis

JULY 25, 2024

While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.

Customer Experience 488

Customer Experience Customer Centricity Innovation Culture 488

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

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. 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. Apple Apple Inc.,

e-support 507

e-support Innovation Customer Centricity Loyalty 507

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Stagnation in Innovation When you rely on unicorns to innovate and problem-solve, other employees may not feel empowered to contribute their ideas.

Self Service 334

Self Service Culture Training Analytics 334

C3Centricity

NOVEMBER 26, 2024

This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration. Consumer-led organizations consistently outperform in terms of agility and profitability, with consumer-centric companies proving to be 60% more profitable than those that are not ( Bain ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

eglobalis

APRIL 6, 2025

It must transcend product features to incorporate dimensions like risk mitigation, long-term partnerships, innovation, and tailored support. link] Case study: Building a customer-centric B2B organization. The reasons are complex: value in B2B is multifaceted, relational, and context specific. BearingPoint (Insights), 2020.

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Happy customers are more likely to be loyal customers, leading to increased customer retention.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

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

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. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

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. Customer Feedback: Make it a habit to listen to your customers.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Blake Morgan

OCTOBER 15, 2024

Over the years, this podcast has become a key source of insights from customer-focused leaders around the world. Known for his innovative mindset, Henrik shared fresh insights on the role of AI in leadership and customer experience. She is a customer experience futurist and author of three books on customer experience.

Leadership 72

Leadership Self Service Airlines Travel 72

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

DECEMBER 25, 2024

A company that ignores these expectations risks becoming irrelevant, no matter how competitive its pricing or how innovative its product offerings may be. But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Innovation is your constant companion in this exhilarating journey. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 296

Customer Experience Leadership Innovation Roadmap 296

eglobalis

JANUARY 28, 2025

My Take on The Commonwealth of Self Interest One of the chapters I read upfront covers a key point that many people miss all the time: “Customer Centricity is Not Enough.” Customer Centricity vs. Customer Engagement: Understanding the crucial differences and how both concepts can work together.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

eglobalis

JULY 2, 2024

By understanding customer concerns in real-time, businesses can shift from reactive to proactive strategies. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. However, its relevance diminishes with delayed insights.

NPS 453

NPS Feedback Net Promoter Score B2C 453

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. What a Customer First Strategy is.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

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

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

Blake Morgan

FEBRUARY 11, 2025

What does it take to scale customer-centric culture across an entire company? Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

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

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

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

ijgolding

JULY 4, 2017

Only recently, I wrote about Jeff Bezos and why I believe he is a, if not the, role model customer centric leader. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work? For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by.

Leadership 152

Leadership Customer Centricity Fashion Retail 152

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

CSM Magazine

APRIL 9, 2025

This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. This recognition reflects BOCs unwavering commitment to excellence and prioritizing our customers.

Leadership 52

Leadership Net Promoter Score Customer Service Healthcare 52

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. What Does it Take to Be a Customer Focused Organization?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 313

Culture Sports Employee Engagement Leadership 313