Beyond Philosophy

OCTOBER 29, 2015

The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. However, the last fit description sounds interesting, to say the least!

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. It requires ongoing effort and commitment. Seeking Result: Must Love Process.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

Beyond Philosophy

FEBRUARY 6, 2019

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. There is excellent work being done in Customer Experience, but not enough measurement.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Q: Is Personalization imperative for Customer Experience. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback is BIG feedback! In fact, he said I must have spoken to the wrong customers!

Feedback 132

Feedback Customer centricity Consulting Consulting 132

Beyond Philosophy

NOVEMBER 11, 2021

The culture of an organization shows how customer-centric they are. If you choose not to “read between the lines,” your customers surely will. Ritz Carlton knows that if you deal with a customer complaint quickly, customers will settle for less than if you force them through the wringer.

Consulting 383

Consulting Consulting Call Center Metrics 383

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

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 229

Customer Service Automotive Feedback Customer centricity 229

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson.

Construction 232

Construction Customer Service Feedback Customer retention 232

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. What is Customer Feedback?

Feedback 40

Feedback Healthcare Surveys Customer retention 40

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

MAY 31, 2016

Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection. Also important is gathering customer ane employee feedback at key touch-points so the company can know, in as real time as possible, what is working. appeared first on.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Next, you need a champion.

Customer centricity 195

Customer centricity Education Surveys Consulting 195

Customer Guru

APRIL 3, 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.

Customer centricity 90

Customer centricity Customer Experience Management Consulting 90

Satrix Solutions

MARCH 26, 2018

For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer ( VoC) program.

Customer centricity 79

Customer centricity Feedback Surveys Employee engagement 79

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Outsource Consultants

FEBRUARY 18, 2025

Data security breaches and compliance violations: Compromising sensitive customer data or failing to adhere to industry regulations can have severe repercussions. This provides valuable insights into customer perceptions and pain points. Customers know what to expect, and your BPO partners have a clear framework to work within.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Beyond Philosophy

DECEMBER 8, 2015

In my first book, Building Great Customer Experiences , it was the seven philosophies; the next one I used our Naïve to Natural model for establishing Customer Centricity of organizations, and so on. 3: Get lots of input and feedback along the way. When you have a new idea, it’s like coming out of a fog.

Customer centricity 244

Customer centricity Consulting Consulting Feedback 244

Beyond Philosophy

SEPTEMBER 26, 2019

If you were to find your organization in a similar situation, where your content was hitting a nerve and generating some negative feedback, you should consider the positives. Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. To do so, I baited the trolls.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

OCTOBER 24, 2014

He maintains that his focus on taking care of Customers, listening to their feedback on the experience, and fixing problems when they arise ensures that they continue to get the same rankings by their Customers that they do now. He isn’t concerned about that, however. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. This survey provides me with invaluable feedback. We Live the Brand.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Beyond Philosophy

JANUARY 3, 2017

To deliver on the promise technology offers in customer relationships, organizations need to prioritize staff performance. People have to be trained in what to do and when to do it (chronos and kairos), provided with the tools and empowerment to deliver value, given feedback about how they’re doing and rewarded if they are doing well.

Consulting 191

Consulting Consulting Interactive Voice Response Customer centricity 191

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54

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? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

Customer centricity 54

Customer centricity Banking Best practices Employee engagement 54

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. This feedback is invaluable for continuously improving service quality and agent performance.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

ProProfs Blog

MARCH 27, 2019

In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots. Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Customer journeys are mapped and understood by every employee.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

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! 3) How will the solution work for the customer? 2) What is going to be built?

Customer centricity 54

Customer centricity Feedback Surveys Consulting 54

Customer Guru

JANUARY 3, 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 83

Consulting Consulting Customer Service Customer centricity 83

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Customer Guru

MARCH 5, 2018

Mr. Zenger is the CEO and Mr. Folkman is the President of Zenger Folkman, a leadership development consultancy. This article reinforced my perspective that the more women we have heading customer experience initiatives, the more customers would benefit. Customer dynamics and expectations are also changing constantly.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Videos to motivate a customer-centric business. What if customers become friends? Closing the loop on feedback.

Customer Support 73

Customer Support Feedback Customer centricity Consulting 73

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. Unsolicited Feedback.

Feedback 72

Feedback Surveys Big data Customer centricity 72

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. In addition to gathering employee feedback, PeopleMetrics helps analyze intra-team communications and map how information moves through your organization. Conduct a communication audit.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

Satrix Solutions

JANUARY 24, 2022

With this in mind, here are a few recommendations for the New Year to answer the question – “How are your platforms and teams going to provide more robust customer experiences into 2022?”. Develop a robust CX program that business leaders can stand behind and build a customer-centric culture within the organization.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Callminer

FEBRUARY 21, 2018

“One common mistake I see from call centers that I have consulted with over the last year is…”. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. The number one mistake is…”. They compare to what they have instead of business goals.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210