CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Beyond Philosophy

MAY 11, 2023

The funny thing is that even after having over twenty years of experience in customer experience, I don’t have an excellent definition of customer engagement. Now, obviously, the words have an implied definition. However, I wanted a streamlined and straightforward definition. Let me explain.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

ShepHyken

OCTOBER 13, 2017

After those dozens of doomsday opinion posts, we’re now seeing that offline retail is definitely not dead. It’s all just a part of consumer demand, and customers still demand the in-store experience. That’s important because customer-centricity continues to be the driving force behind sales, and true customer loyalty.

Customer centricity 189

Customer centricity Customer retention Technology Personalization 189

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You hide operational difficulties from the Customer.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 15, 2017

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

ShepHyken

SEPTEMBER 22, 2021

In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture. Principle One: Everyone has to be in it to win it – As I mentioned above, customer service is a philosophy to be embraced by everyone. It’s part of the company’s culture.? .

Customer centricity 280

Customer centricity Coaching Finance Customer Service 280

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

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

FEBRUARY 15, 2017

What does it mean to be a customer-centric company? If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric.

Customer centricity 225

Customer centricity Customer Service 225

Beyond Philosophy

OCTOBER 2, 2017

Executives say the site overlooks nuances in reviews, and they don’t like its definition of who qualifies as a critic. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. A score of 60 or above gets a red tomato icon.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Source: Forbes. Source: Retail Dive.

Customer centricity 62

Customer centricity Accountability Feedback Marketing 62

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev. The concept of desire is loyalty on steroids.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Customer Guru

JUNE 6, 2018

If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric. The power of words works wonders on your customer. They are potential Oscar winners!

Customer centricity 123

Customer centricity Best practices Personalization Customer Experience 123

Beyond Philosophy

NOVEMBER 28, 2016

There is general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 65

Customer centricity Employee engagement Surveys Sales 65

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 231

Customer Service Customer centricity B2B Contact Center 231

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty.

Customer Service 231

Customer Service Customer centricity B2C B2B 231

ShepHyken

OCTOBER 2, 2017

How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

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 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Momentum Telecom

JULY 13, 2023

With a customer-centric approach and history of delivering exceptional results, Momentum empowers businesses to thrive in today’s digital landscape. Media Contact: bhildreth@gomomentum.com The post Momentum Announces Definitive Agreement to Acquire Asset Black appeared first on Momentum.

Customer centricity 98

Customer centricity Management Technology Sales 98

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken.

Customer Service 230

Customer Service Customer centricity Service level Marketing 230

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

Customer centricity 281

Customer centricity Personalization Customer Experience 281

Beyond Philosophy

JANUARY 4, 2024

You can’t assume that your definition of AI matches the marketing department’s or finance’s version down the hall. Having everyone working off the exact definition can eliminate a lot of the time and resources wasted in these implementations. Also, I would ensure that everyone understands what the AI will be.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

NOVEMBER 25, 2023

09:07 We explain the many ways that Human Resources plays a significant role in the Customer Experience and embracing customer-centricity. 23:33 Colin makes a point that Legal, which definitively needs to protect the company, also needs to be customer centric and how they can be without getting disbarred.

Customer centricity 195

Customer centricity Finance Technology Customer Experience 195

Beyond Philosophy

APRIL 23, 2015

However, if you bear in mind the general principles of what makes any other channel great, it’s easier to focus your efforts, including: A clear and definite purpose that delivers your intended Customer Experience. Your Customer Experience should be the same no matter what channel your Customer is using.

Customer centricity 268

Customer centricity Customer Experience Technology 268

Peter Lavers

NOVEMBER 16, 2017

Which brings us to what marketers are now talking about – the omnichannel customer experience. The word “omnichannel” has been around for a few years, and as far as I can see nobody has conclusively nailed a definition that’s very distinct from “multi channel”. We “do” marketing and sales, but the customer “does” their experience!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there? Start with the business processes.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Peter Lavers

APRIL 20, 2021

Building B2B trust for more customer-centricity. You can read the article by clicking here.

B2B 130

B2B Customer centricity Customer Experience CRM 130

ShepHyken

SEPTEMBER 7, 2020

As it applies to customer experience, it’s about a “big picture” that helps to interpret data that helps you come with a plan to enhance your customer’s experience. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. by Steve Williamson.

Construction 232

Construction Customer Service Feedback Customer retention 232

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. The less good news?

Customer Service 33

Customer Service Customer centricity Government Customer Experience 33

ShepHyken

OCTOBER 15, 2018

The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? The future of customer service needs a new model of operational excellence by Vala Afshar.

Customer Service 229

Customer Service Automotive Feedback Customer centricity 229

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Journey mapping 213

Journey mapping Customer Service Customer centricity Self service 213

ShepHyken

JULY 31, 2023

Customer Centricity: Benefits and Implementation Tips by Fabyio Villegas (QuestionPro) Today, companies in every industry face a battle for customer loyalty. This is why organizations have implemented an approach called customer centricity. My Comment: What is customer centricity?

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

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