Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

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: Edelman.

Customer centricity 62

Customer centricity Accountability Feedback Marketing 62

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

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 87

Technology Customer centricity Accountability Marketing 87

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine.

B2C 349

B2C Customer centricity Feedback Upselling 349

Beyond Philosophy

JANUARY 25, 2024

It’s essential that these accounts the salespeople bring in get service from the customer service team, and clear invoices from the accounting team, and excellent accuracy from the shipping team, and so on. Many companies would be wise to adopt a similar strategy in their organizations. It is the customer that matters.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 349

Customer Service Customer centricity Government B2B 349

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. This represents a shift from bygone eras when growth strategies were more sales-focused.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results.

Sales 100

Sales Upselling Metrics Accountability 100

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 65

Customer centricity Employee engagement Surveys Sales 65

CSM Magazine

MAY 10, 2024

By understanding and addressing the particular problems and feelings that customers encounter, organizations can foster a more customer-centric culture. Banks must work tirelessly to foster a culture that isn’t just customer-aware but obsessively customer-centric, placing substantial emphasis on trust and service quality.

Banking 52

Banking Customer centricity Feedback Surveys 52

ChurnZero

SEPTEMBER 27, 2024

Outcomes based customer success, a strategy that focuses on ensuring customers achieve their desired outcomes, sounds intuitive. But with so many stakeholders in the picture, including your team, your customers, and other internal teams, it’s easier said than done. Stephanie: I concur with Keishla!

Best practices 52

Best practices Accountability Sales Feedback 52

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Accountability 95

Accountability SaaS Best practices Enterprise 95

ShepHyken

AUGUST 11, 2024

Good Loyalty Programs Drive Word-of-Mouth Recommendations by Bryan Wassel (Grocery Dive) Most customers will recommend brands with good loyalty programs, but few pass the test and make members feel recognized, a recent study found. But there’s more. This article takes a look at the Citizen Experience (another CX).

Customer Service 216

Customer Service Self service Airlines Government 216

Tethr

JUNE 23, 2020

Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. Here are some ways to ensure your business is delivering a customer-centric experience.

Customer centricity 63

Customer centricity Customer advocacy Surveys Sales 63

Peter Lavers

AUGUST 5, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Disconnected Strategy. Group Function or Outsourced IT.

Customer centricity 100

Customer centricity outsourcing CRM Accountability 100

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Motives — Driving Win-Win Attitudes.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

TechSee

SEPTEMBER 20, 2018

This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Customer centricity 104

Customer centricity Contact Center Call Center Self service 104

C3Centricity

NOVEMBER 12, 2024

Many leaders believe they prioritise consumers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely consumer-first culture means driving every decision, process, and strategy with the consumer’s needs and values at the forefront. Source: Edelman.

Customer centricity 62

Customer centricity Accountability Feedback Marketing 62

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 85

Customer centricity Enterprise Metrics Personalization 85

ijgolding

JULY 27, 2016

Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Back in 1999, the concept of the ‘customer journey’ did not really exist. Now have a think about your own business – do you have a strategic plan for FINDING new customers?

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Beyond Philosophy

AUGUST 29, 2024

Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. You’re supposed to serve your customers. You’re supposed to be customer-centric.

Customer centricity 195

Customer centricity Telecommunications Airlines Accountability 195

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer centricity 54

Customer centricity Wait times Accountability Best practices 54

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Business to Business. B2B is much more about long-term relationship quality.

Customer centricity 100

Customer centricity B2C B2B Best practices 100

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Best practices 77

Best practices Customer Experience Customer centricity Surveys 77

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Creating a strong customer engagement strategy makes sure every interaction delivers that value.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

ShepHyken

JANUARY 2, 2024

Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Quotes: “What’s happening inside an organization is felt on the outside by its customers.”

Customer Experience 234

Customer Experience B2C B2B Customer centricity 234

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!)

Customer centricity 62

Customer centricity Metrics Customer Experience Accountability 62

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having.

Customer centricity 54

Customer centricity Best practices Customer Care Sales 54

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Business processes affecting the customer’s steps and issues are shown in the Process row.

Customer centricity 54

Customer centricity Feedback Surveys Consulting 54