ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

MAY 16, 2024

This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Lumoa

FEBRUARY 6, 2018

Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights? Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” Reaping the Rewards of Voice of the Customer Excellence.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Lumoa

OCTOBER 31, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Is customer centricity already part of the company DNA and culture? Are there efficient processes in place for analyzing customer data or communicating customer insights?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

DCX

JULY 30, 2024

Practical strategies: Implement a "Customer Empathy Immersion" program: Have team members spend a day experiencing your product or service as a customer, including going through the support process. You're an educator, not just a promoter: Create content that helps customers succeed, even if it doesn't directly promote your product.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Verint

AUGUST 22, 2017

Even more importantly, a significant customer pain was eliminated that could expose the bank to potential churn and long-term revenue loss. Many opportunities like this typically surface when voice of the customer insights are used to identify back-office processes that impact the customer experience.

Banking 31

Banking Contact Center Analytics Customers 31