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.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high. Who would have thought?

Customer centricity 195

Customer centricity Construction Education Surveys 195

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

NobelBiz

APRIL 23, 2024

Omni-channel communication also offers the flexibility to tailor interactions based on the nature of the debt and debtor preferences, leading to more personalized and effective collection efforts. This level of personalization can significantly enhance the effectiveness of collection efforts.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ijgolding

NOVEMBER 29, 2017

“Leaders talk about developing an ‘ecosystem’, but too many of them are spending almost all their time investing in their own personal ‘egosystem’!”. It does appear that too many people who are in leadership roles are too focused on their own personal gain, rather than the good of the entire organisation. You can read my column here!

Customer centricity 59

Customer centricity Personalization Construction Government 59

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. Rather, it’s meant to illustrate the duality of every person. If you’re a customer experience leader, that duality is important to understand. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

PeopleMetrics

JANUARY 20, 2015

Each circle is a person, and the overlapped portion is the relationship. The overlap implied that each person had to surrender some of themselves for the relationship. He thought it was better to think of relationships as separate spaces, like this: To Michael, a healthy relationship required each person to step outside of themselves.

Customer Experience 108

Customer Experience Customer centricity Construction Feedback 108

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. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Your company’s marketing department should be able to supply demographic data and customer information.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

Totango

OCTOBER 6, 2020

Customer support teams work with clients to fix these issues in real-time, helping them to find a solution while documenting the problem in-question—all while providing a friendly, constructive experience. Individual customer interaction scores. How Customer Success Creates Value Using Data-Driven Measures.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. Today, customers want speed, smoothness, and personalization across all touchpoints; however, this standard has several operational obstacles.

Contact Center 52

Contact Center CRM contact center solutions Outbound sales 52

Nicereply

FEBRUARY 28, 2022

Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Focus on the behavior not the person. I know you’re really data-driven.

Feedback 105

Feedback Construction Customer centricity Personalization 105

CustomerSuccessBox

MARCH 17, 2022

That’s exactly the shift from a product-centric approach to a customer-centric approach ! A shift from “Product-centric approach to Customer centric approach”. Easy maintenance Self constructive Price less than scratch-built websites. This says a lot about the product-centric approach.

Customer centricity 52

Customer centricity Construction Marketing Metrics 52

Callminer

OCTOBER 3, 2019

They can handle constructive criticism without taking it personally, and they’ll be honest if you ask them questions about how things can run better. Working in a call center can be a pretty hectic environment, and keeping calm under pressure is vital to providing a great experience for customers. Creativity can be useful.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

ChurnZero

SEPTEMBER 25, 2020

For example, when Product gets on the phone with a customer, they often have their own objective for the call and a predefined list of self-serving topics to discuss. They aren’t in listen-and-learn mode; it’s a one-sided conversation driven by their personal agenda.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

PeopleMetrics

FEBRUARY 6, 2015

In our research into customer-centric culture, we found strong cross-departmental working relationships were present in truly customer-centric and highly engaged workforces but were lacking in workforces on the other side of the spectrum. And, let''s be honest, personalities and politics are at play.).

Customer Experience 85

Customer Experience Customer centricity Journey mapping Feedback 85

CSM Magazine

DECEMBER 5, 2019

Customer experience (CX) is now becoming the cornerstone of a brand’s reputation, and as such, brands are looking for new and innovative ways to transform their business in order to focus on customer-centricity.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. You cannot force me to trust you.

Customer centricity 40

Customer centricity Sales Engineering Construction 40

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience. Ways to Predict Customer Churn.

Enterprise 111

Enterprise Construction Customer retention Metrics 111

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Start with the end goal in mind.

Best practices 147

Best practices Surveys Metrics Construction 147

ijgolding

APRIL 4, 2017

When I deliver Customer Experience ‘knowledge transfer’ sessions around the world, I regularly joke that all places of work have had a ‘magic vortex’ constructed at the front door – it is invisible to the naked eye. 80% of respondents in a global study demanded a personal touch in all digital channels.

Construction 134

Construction Morale Customer centricity Technology 134

SharpenCX

JULY 21, 2020

Customer satisfaction doesn’t equate to customer loyalty. Delighting customers only goes so far. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs. I loved the personalization and thought. Better proactive outreach?

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Ian Barkin, Leading Technologist and Future of Work Expert. Find her research here. Dr. Marcell Vollmer, Industry Influencer.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

ChurnZero

MARCH 29, 2019

While the personal connection might skew results, it is also a good way to inspire people to actually participate. Some tips for survey construction: Make surveys clear and concise. How Customer Success Can Catalyze Customer-Centric Change. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

B2B 73

B2B Surveys Customer centricity Construction 73

ClearAction

AUGUST 22, 2020

Is there adequate representation of customer sentiment influencers across the customer experience spectrum? Are employees at various levels personally involved in formal customer listening? Customer data streams. This sharpens understanding of their impact on the customer experience spectrum. Rewards. “You

Customer Experience 77

Customer Experience Customer centricity Construction Metrics 77

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Tenfold - Contact Center Blog

AUGUST 10, 2018

While it might seem like it’s back-breaking to get a customer to buy, today’s empowered customer is also loyal–as long as they get their money’s worth. Businesses love to declare they’re customer-centric but fail to keep their customers. Great customer experience is an organization-level pursuit.

Customer Experience 62

Customer Experience Customer centricity Employee engagement Coaching 62

Nicereply

MARCH 5, 2019

Specifically, the average person spends 90,000 hours at work over the course of their lifetime. When it comes to both your personal happiness and your happiness at work, vacations are a win-win. Personalizing your desk space can improve your well-being. That’s a pretty important skill for customer support professionals.

Customer Support 85

Customer Support Construction Scripts Customer centricity 85

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Centric Support

MAY 19, 2017

Within seconds, the analyst must ascertain the communication style of the customer and construct their message accordingly. When the agent has a solid understanding of DiSC , they will be able to better classify their audience and customize their message for the best result. Back to Customer Centric Support.

Customer Service 64

Customer Service Customer centricity Construction Coaching 64

Totango

SEPTEMBER 13, 2022

You can incorporate different workflows and KPIs into your standard operating procedures to create a customer success playbook template for your customer onboarding phase. Developing Playbooks for Your Customer Journey and Individual Customers. What Is the Difference between Customer Success and Customer Service?

SaaS 93

SaaS Upselling Best practices Customer retention 93

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

Customer Guru

MARCH 7, 2018

The primary differentiator of UAE Exchange is its customer-centric approach. Its customer-centricity reflects in its core values: integrity, commitment, empowerment, and care. As a professional, you have contributed across geographies in customer-centric roles. Let me elaborate on this further.

Customer Experience 60

Customer Experience Customer centricity Construction Benchmark 60

Satrix Solutions

JANUARY 29, 2021

Following up with customers after they have taken the time to share feedback (commonly known as “closing the loop”) is one of the most critical determinants of a successful customer experience (CX) program. Ensure the Customer Success team has an objective mindset. Again, active listening is critical.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

CSM Magazine

FEBRUARY 4, 2019

Many organizations identify customers through a narrow lens – only those individuals and organizations that purchase products or services. Within a wider framework, customers are defined as any person or organization that the company engages with, whether employees, partners, vendors, suppliers, and more. About the Author.

Customer centricity 49

Customer centricity Construction Coaching Consulting 49