Beyond Philosophy

NOVEMBER 18, 2014

The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer centricity 273

Customer centricity Journey mapping Consulting Consulting 273

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Rightly so, to be honest.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 193

Marketing Customer Experience Customer centricity Consulting 193

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 224

Customer Experience Average Handle Time Customer Care Customer centricity 224

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 286

Customer centricity Consulting Consulting Customer Experience 286

Customers That Stick

JANUARY 7, 2020

Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer centricity 88

Customer centricity Journey mapping Scripts Customer Experience 88

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 124

Customer centricity Coaching Finance Sales 124

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I could write a book just about my Trader Joe’s customer experience! You can read more about return experiences and lessons about DoingCXRight. I’d love to hear your examples.

B2C 284

B2C B2B Customer centricity Employee engagement 284

Peter Lavers

JANUARY 15, 2020

Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Customer Service 130

Customer Service Customer centricity Customer Experience CRM 130

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Customer centricity 309

Customer centricity Advertising outsourcing Chatbots 309

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Listening to the customer. Engage the customer.

Customer Experience 193

Customer Experience Customer centricity Sales Marketing 193

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 263

Customer Service B2B Customer centricity SaaS 263

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Customer centricity 241

Customer centricity Feedback B2C Customer Experience 241

Nicereply

NOVEMBER 3, 2022

What does being customer-centric really mean today? Find out here and learn what are the essentials of a healthy customer-centric culture. The concept of customer-centricity and customer-centric culture has been around for nearly 20 years now. What does being customer-centric really mean today?

Customer centricity 64

Customer centricity Feedback Surveys Customer Support 64

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences. Please share your experiences in the comments below.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. I am a detractor and that is what has motivated me to write this blog. It’s lose-lose.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.

Abandon rate 253

Abandon rate Journey mapping Average Handle Time Customer centricity 253

ShepHyken

SEPTEMBER 15, 2023

To keep new and current customers engaged, no business should leave out one of the most important pieces of the customer experience puzzle: email marketing. The segmentation and personalization options provided by reputable email newsletter software empower you to provide customized experiences to every reader.

Marketing 161

Marketing Customer Experience Entertainment Customer centricity 161

Beyond Philosophy

DECEMBER 7, 2023

Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ProProfs Blog

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Here are the excerpts from his interview: Question: How to create a customer-centric business? Only then can you drive customer experience. Get customer feedback.

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Customer Service 232

Customer Service Customer centricity Service level Marketing 232

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Peter Lavers

JULY 7, 2015

I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. If you want to contact Peter about anything in this blog, please fill out the form and we will get back to you.

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer centricity 117

Customer centricity Coaching Employee engagement Sales 117

CSM Magazine

OCTOBER 21, 2024

In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. The majority of a Senior Manager’s time is spent in meetings, not with Customers.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. 2022’s top customer service blogs. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97