ECXO

JUNE 15, 2021

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.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

eglobalis

OCTOBER 21, 2024

Challenges of Engaging with Every Negative Post While addressing every complaint may seem like the ideal customer-centric approach, it comes with significant challenges. Mature companies that invest in this strategy can significantly enhance their reputation by showcasing their problem-solving capabilities in real time.

Social Media 505

Social Media Feedback Engagement Company 505

eglobalis

NOVEMBER 5, 2024

Working alongside renowned experts like Charlene Li, Jeremiah Owyang, and Susan Etlinger, Solis developed essential frameworks that addressed digital transformation, social business strategy, and customer experience. WTF) – Defining Customer Experience (CX) What’s the Future of Business?

Leadership 471

Leadership Innovation Social Media Trends 471

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. As a result, Allianz witnessed a 5.7%

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below. Good to know!

Customer Centricity 296

Customer Centricity Strategy Customers Sales 296

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

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

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Executives must prioritize CX as a long-term growth strategy rather than a one-time project. Demonstrating the value of CX (e.g.,

Leadership 238

Leadership B2B B2C Net Promoter Score 238

ShepHyken

OCTOBER 14, 2024

How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction? A Practical Guide to Customer-Centric OKRs.

Customer Centricity 86

Customer Centricity Strategy Measurement Culture 86

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer Centricity 194

Customer Centricity Strategy Trends Analytics 194

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

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. The same applies to B2B and B2C. Why is it not happening yet?

Customer Experience 454

Customer Experience Customer Journeys Case Study Innovation 454

C3Centricity

DECEMBER 20, 2021

It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years back. . transparency.

Technology 354

Technology Strategy Customer Centricity Hotels 354

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Source: Forbes. Source: Retail Dive.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

ECXO

NOVEMBER 26, 2024

In this article, we’re diving deep into what a unicorn means in a company, why depending on unicorns for customer experience can be risky, and what companies can do to avoid putting all their eggs in that magical basket. What Does It Mean If a Company’s Customer Experience Depends on Unicorns? What Is a “Unicorn” in a Company?

Self Service 334

Self Service Culture Training Analytics 334

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. An initial CX strategy takes shape during this stage.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

JANUARY 7, 2025

To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Customer experience can be a differentiator to attract these shoppers. Customer experience is no exception. Customer experience is no exception. Lets dig in.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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. They should foster a culture of innovation, collaboration, and customer-centric thinking.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

eglobalis

JANUARY 28, 2025

The last time I read Paul’s work was the iconic CRM at the Speed of Light, Fourth Edition: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers , which was a top-tier success and an invaluable resource. Customer Success Strategies: Shifting from reactive customer service to proactive customer success.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

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 494

Customer Experience Customer Centricity Innovation Culture 494

C3Centricity

JANUARY 3, 2022

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year.

Customer Centricity 294

Customer Centricity Customer Journeys Connections Tips 294

C3Centricity

MAY 2, 2023

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. As an example of this, think about Amazon , which is well known for its customer-centric approach.

Strategy 296

Strategy Customer Centricity Advertising Customer Satisfaction 296

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. This involves aligning the solution with organizational processes and strategies while maintaining the agility to adapt based on ongoing feedback.

B2B 294

B2B Company Customer Journeys Innovation 294

ECXO

OCTOBER 27, 2024

Customer Success (CS) metrics have become central to managing these relationships, offering insights into how businesses can reduce churn, increase product stickiness, and optimize customer satisfaction. Businesses need to ensure that customers not only remain subscribers but also continue to derive increasing value over time.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

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

Experience Investigators by 360Connext

NOVEMBER 19, 2024

What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer!

Strategy 143

Strategy Customer Retention Metrics Measurement 143

InMoment XI

DECEMBER 9, 2024

Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Brands must foster inclusion through thoughtful CX strategies.

Trends 195

Trends Self Service Roadmap Customer Centricity 195