Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

CSM Magazine

FEBRUARY 6, 2025

Here are some of the features to look for: Curriculum Depth in Customer Relations: Programs with specialized courses in customer relationship management, consumer behavior, and service innovation are ideal. Who Should Consider It: Future-forward customer service professionals looking to integrate tech-driven innovation into their work.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Please CLICK HERE to join us for the Webinar. The One Question To Ask When Making Decisions.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

JUNE 12, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

SEPTEMBER 20, 2024

The episode also features a case study from Hill’s work with Toyota Financial Services, where implementing personalized communication in the repurchase management program led to a significant increase in response rates—from 10% to 35%.

Personalization 243

Personalization Customer centricity CRM Marketing 243

Beyond Philosophy

JULY 23, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Airlines 389

Airlines Customer centricity Personalization Marketing 389

Beyond Philosophy

JULY 16, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

JUNE 30, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Benchmark 307

Benchmark Customer centricity Marketing Customer Experience 307

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.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

JULY 7, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

Beyond Philosophy

JULY 9, 2015

Join us at our webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Beyond Philosophy

JUNE 16, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Advertising 273

Advertising Customer centricity Marketing Customer Experience 273

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR

Real estate 52

Real estate Customer Service Journey mapping Entertainment 52

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

ShepHyken

DECEMBER 4, 2020

Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements. Customer Experience Roadmap Case Study. And it is well worth the effort – for you, your brand, and your customers.

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. We all know happy employees make happy customers. You’re not a law firm.

Finance 195

Finance Customer centricity Accountability Technical Support 195

ShepHyken

MAY 8, 2018

Because customers first interact and communicate with a company’s employees, businesses must first have happy employees. which includes 32 case studies, is split into five parts: Be the Person I Raised You to Be. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer.

Chief Customer Officer 195

Chief Customer Officer Customer centricity Customer Experience Personalization 195

TeleDirect

MARCH 13, 2025

Encourage Problem-Solving and Critical Thinking Train agents to think independently and confidently when resolving customer issues. Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

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.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

NobelBiz

APRIL 23, 2024

In call centers, this shift towards customer-centricity is evident through the adoption of advanced communication technologies and training programs that emphasize emotional intelligence and conflict resolution.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

AskNicely

JULY 17, 2018

Biteable , using AskNicely to track customer sentiment and inject feedback right into their product plans, shares their story to illustrate just how important feedback is in fashioning a customer-centric roadmap. The Business of Helping Customers Tell Stories. GET THE FULL BITEABLE STORY.

Customer centricity 60

Customer centricity Feedback 60

ShepHyken

JANUARY 21, 2019

It’s Never Too Late to Win with Customer Experience: The Comcast Turnaround by Adam Toporek. Customers That Stick) Many organizations can survive, even thrive, without providing excellent customer experiences, without being customer-centric. CX 101: What Is Customer Experience, AnyWay? by Erin Ollila.

Customer Service 188

Customer Service Customer centricity Customer Experience Marketing 188

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. I’m often asked to define customer centricity.

Customer Service 180

Customer Service Contact Center Customer centricity Banking 180

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

Beyond Philosophy

JUNE 7, 2016

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. It’s about building fans of your service, not customers. Be distinctive.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting. Originally published by MyCustomer.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

TeleDirect

FEBRUARY 7, 2025

Personalized Service Over Generic Responses Call centers should train agents to address customers by name , reference past interactions, and offer solutions that align with individual needs. Build a Customer-Centric Culture A strong brand culture prioritizes customer satisfaction.

Multi-channel support 62

Multi-channel support Call Center Customer centricity Chatbots 62

CSM Magazine

MARCH 19, 2025

This helps customer support teams make informed decisions and improve overall communication effectiveness. Case Studies: How AI Translation is Transforming Customer Support 1. E-Commerce: Scaling Global Customer Service A leading e-commerce retailer adopted AI translation to assist customers in over 20 languages.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

Beyond Philosophy

NOVEMBER 28, 2017

5) Recognize that company and product/service image and reputation are integral to customer perception of value. 6) Work to build and institutionalize customer value delivery, i.e. conscious customer-centricity, into the enterprise DNA. It’s about building fans of your service, not customers.

B2C 207

B2C Banking B2B Customer advocacy 207

CSM Magazine

MARCH 26, 2020

An intuitive, customer-centric experience was necessary because all of Wag! services are available in-app, including a fully integrated support experience and direct communication between the customer and walkers.

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

360Connext

OCTOBER 26, 2017

You see, most leaders want to show customers they care, but many aren’t sure how to do that. They need to see why customer experience isn’t just a catchy phrase. Being customer-centric means so much more than just talk. The best CX leaders put themselves in the customer’s shoes. What sort of action?

Education 118

Education Customer centricity Metrics Customer Experience 118

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. But when a client has a stated goal to deliver great customer experiences, and therefore needs to create a customer-centric culture — then, well, they’re in our sweet spot. The Power of Customer-Centric Goals.

Employee engagement 106

Employee engagement Customer centricity Customer Experience Management 106

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. ” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136