Customer centricity Customer Experience Groups 
Beyond Philosophy
OCTOBER 25, 2018
The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve? The first one was, “We put customers first.”. We had six values.
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.
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ShepHyken
OCTOBER 20, 2024
Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? The app is always learning, constantly running micro tests with user groups.
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.
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.
Beyond Philosophy
JUNE 13, 2019
So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.
Beyond Philosophy
DECEMBER 4, 2014
An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.
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