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

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. But how can you do that? Great article!

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

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. by Matt Seeley.

Customer Service 238

Customer Service Customer centricity B2C B2B 238

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

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. Make every customer feel like a VIP (Very Important Person).

Customer Service 239

Customer Service Customer centricity B2B Contact Center 239

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. 10 BIG Ideas for Customer-Centric Success. and making a true emotional connection.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Customer Guru

JUNE 6, 2018

An essential starting point to make the impossible possible is to have an employee base that is customer-centric. There are those special individuals who possess the perfect service skills that make them stand out in the crowd and can be spotted a mile away because of their amazing charismatic personality.

Customer centricity 123

Customer centricity Best practices Personalization Customer Experience 123

PeopleMetrics

SEPTEMBER 1, 2015

(Her story echoes the original article's tales of Amazon’s work-above-all responses to personal crisis.). Based on those origins, an interpretative definition of culture is “an environment that has been grown.”. They dictate the office definition of “business casual.” In our research, customer centricity works very well.)

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

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 212

Journey mapping Customer Service Customer centricity Chatbots 212

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. The message is clear and powerful!

Customer Service 216

Customer Service B2B B2C Personalization 216

Beyond Philosophy

JUNE 22, 2016

When you listen to this video, what I find most interesting here is that no matter where the person was from, his or her gender, or whether they were for or against it, nearly all of them talk about things that will be lost if they stay in the EU or leave it. It can help you decide what to offer your long-time, loyal customers to keep them.

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

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

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Sometimes, you think no one would do anything for another person if they didn’t have something to gain from it.

Customer centricity 243

Customer centricity Morale Finance Education 243

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? Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 237

Customer Service Automotive Feedback Customer centricity 237

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 235

Construction Customer Service Feedback Customer retention 235

Callminer

NOVEMBER 18, 2020

First and foremost, it sounds disgusting to the customer. You wouldn’t talk with your mouth full in person, so there’s no excuse to do so over the phone. We train our customer service reps to avoid playing off the caller’s emotions…”. Actively foster a culture of excellence, innovation, inclusion and customer centricity.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ShepHyken

OCTOBER 27, 2017

By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again. Empathy isn’t restricted to its dictionary definition as the “ability to understand and share the feelings of another.”

Customer Service 222

Customer Service Customer centricity Enterprise Contact Center 222

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

JULY 31, 2023

12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and encourage that person to keep coming back.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

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

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 223

Customer Service Government Customer centricity Customer Experience 223

Beyond Philosophy

MARCH 19, 2015

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

ShepHyken

OCTOBER 16, 2023

The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. Customers who love a product are not only loyal; they’re likely to become advocates for a brand.

Customer Service 35

Customer Service Customer centricity Self service Customer Experience 35

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

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. Customers will certainly agree that actions speak louder than words.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

ShepHyken

OCTOBER 21, 2019

(CustomerThink) In this article, I’ll discuss how the “customer success” movement has developed, what it means, and why I believe it should be a unifying mission to help companies get value from both CRM and CXM, or whatever term you want to use for being customer-centric. It should be baked into the customer experience.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

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

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). It’s the experience, and this author has some excellent insights.

Customer Service 186

Customer Service Contact Center Customer centricity Banking 186

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

Beyond Philosophy

JUNE 29, 2015

Online community has the power to help bring back customer and public trust in Target, through collaborative dialogue and assurances that the company is serious about taking responsibility for the data issues, and letting consumers know that strategic plans and processes are in place to fix the problems.

Wireless 257

Wireless Banking Enterprise Accountability 257

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 182

Customer centricity Personalization Customer Experience 182

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

Eptica

JULY 2, 2020

Customer service shouldn't just be a department, it should be the entire company. Tony Hsieh, Zappos The key to customer service excellence is making the entire company culture customer-centric. Everyone in the organisation should consider it their responsibility to contribute to the service delivered to customers.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. It is not about money; or personal gain; or political skulduggery – it is about BELIEF in doing what is right.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

Beyond Philosophy

JULY 27, 2023

Nevertheless, a nearby museum has set up a replica of Holmes’s apartment (because someone lives at 221 B Baker Street…a real person). It’s inauthentic to be something else by definition. Moreover, recognize that the problems of inauthenticity come from inadequate customer centricity. Now, I am no fool.

Customer centricity 195

Customer centricity Personalization 195