Beyond Philosophy

OCTOBER 21, 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 170

Customer centricity Customer emotions Customer retention Customer Experience 170

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. So here goes: Let’s start with Customer Service – the two words that have been embedded in the way organisations work for decades.

Customer centricity 84

Customer centricity Customer Experience Customer Service Finance 84

Beyond Philosophy

OCTOBER 6, 2014

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. So any change in CX must include and address the Customer centricity of the organization. Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

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. So any change in CX must include and address the Customer centricity of the organization. Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

Customer Service 186

Customer Service Contact Center Customer centricity Banking 186

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

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

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

ijgolding

JUNE 14, 2016

I often say that if I were to be given £5, or $5 for every time a member of the C-Suite stated that ‘customer centricity’ was ‘very important’ to their business, I would be a VERY rich man – but is it actually true! Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

ijgolding

MARCH 10, 2016

So simply talking about Customer Experience means nothing. To be a CUSTOMER CENTRIC organisation, requires something completely different – something that completely changes the mindset of people within a business. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

Customer centricity 54

Customer centricity Education Banking Customer Experience 54

PeopleMetrics

MARCH 1, 2017

The elements of each banking customer experience, of course, will likely blend together: many banks will offer similar savings and loan products, as well as deliver services via branch, contact center, online, and digital channels. The definition of your own "how" is foundational to successful habits of making decisions for your customers.

Customer centricity 61

Customer centricity Best practices Banking Brand ambassadors 61

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. Q: Do you think the percentage of spending on Customer Success is too small, especially given the thesis of this presentation and the impact it can have? There should really only be one definitive way.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. .

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Fonolo

MAY 16, 2019

It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. So, how exactly does custom service feed into marketing?

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Lumoa

MARCH 20, 2018

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 Centricity Customer centricity refers to customer-oriented culture in the company.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

Pointillist

JANUARY 25, 2019

As Forrester explains in a recent report : Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests of their workforce.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Toister Performance Solutions

JUNE 16, 2022

The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. Customer service reps didn't always see the big picture. What is your customer service vision?

Customer Service 92

Customer Service Customer retention Metrics Wait times 92

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. The future of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ChurnZero

SEPTEMBER 25, 2020

Once reviewed, Product should provide the CSM with a definitive response on whether they’ll proceed with the request. (If If accepted by the team, always try to provide the customer with a rough release timeline.) The CSM then relays this verdict back to the customer to minimize the amount of time requests spend in limbo.

Customer centricity 76

Customer centricity Feedback Construction Marketing 76

ProProfs Blog

APRIL 17, 2020

In short, your success relies on the fact that your customers don’t leave you. And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. 5: Customer Satisfaction Score. #6:

Metrics 142

Metrics Customer retention SaaS Surveys 142

ijgolding

JULY 13, 2015

The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers. It is doubtful that you have ever taken the time to read the dictionary definition of a word that you are extremely likely to understand rather well! Customer Centricity Definition.

Customer centricity 75

Customer centricity Enterprise Customer Experience Management 75

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support. About the Author.

Sales 90

Sales Customer retention First call resolution Advertising 90

JustCall

NOVEMBER 23, 2022

Net Promoter Score (NPS) : This KPI focuses on customer satisfaction by measuring aspects that affect the user experience. This includes the likelihood of a customer recommending your products or services to someone else. A high NPS score leads to better customer retention and profitability. Customer Centric KPIs.

Call Center 52

Call Center Abandon rate Interactive Voice Response Wait times 52

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

delighted

MARCH 4, 2020

More reading on the what, where, and why of Customer Experience Management: What is Customer Experience? 20 Customer Experience terms, definitions, and resources Delighted’s retail customer experience guide for 2020 and beyond What is digital CX? Empower customer centricity as you launch a CXM program.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Totango

APRIL 2, 2019

During the first week after the initial subscription, your goal should be to get customers to use the product at least once. The onboarding stage is critical in terms of customer retention, so make sure your customer understands all the features of your product and the value it provides. How would they define success?

Journey mapping 108

Journey mapping Upselling Accountability Feedback 108

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Totango

NOVEMBER 5, 2021

Also, I think the key thing is that it should really be customer-centric and reflect how they go through the journey, taking into account and focusing on their perspective. What other parts of the business were involved in the user/customer journey, and how did that translate to the digital content you’ve created?

Journey mapping 113

Journey mapping Accountability Marketing Metrics 113

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Best practices 98

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

delighted

MARCH 4, 2020

More reading on the what, where, and why of Customer Experience Management: What is Customer Experience? 20 Customer Experience terms, definitions, and resources. Delighted’s retail customer experience guide for 2020 and beyond. The digital customer experience journey. What is digital CX?

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

CSM Magazine

AUGUST 14, 2020

In the regular world, obtaining customer loyalty is an important goal for any business to achieve. Nowadays, customer retention is not just a yummy dessert but the main course: the bread and water; the filet mignon and wine of post-COVID business survival. To retain customers, you need to focus on them. E xpert Guidance.

CRM 85

CRM Customer retention Feedback Sales 85

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. And it sets agents up to fail in a customer-centric world. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211