Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. All attendees will receive a discount code for 50% off the eBook.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. All attendees will receive a discount code for 50% off the eBook.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. In my experience, customers come a distant second to what is good for the organization. Two specific examples of the lack of customer centricity in Telecoms come to mind. Why are Telecoms So Bad at Customer Experience?

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Download and read this eBook. If not, this is your chance. I’m a huge fan of his work. You’ll be glad that you did!

Real estate 51

Real estate Customer Service Journey mapping Entertainment 51

TeamSupport

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? Never even heard of customer centricity? 86% of customers are willing to pay more for a better customer experience.

Customer centricity 98

Customer centricity B2B Customer Support Metrics 98

PeopleMetrics

JUNE 18, 2015

The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity. Similarly, customer understanding and strategy are the dark, framing lines of your customer-centric paint by number. So let’s take a look in more detail. It’s impossible.

Customer centricity 106

Customer centricity Feedback Customer Experience Sales 106

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Public Sector. For the Public and NFP sectors I deploy the “3C” systemic model.

Customer centricity 100

Customer centricity B2C B2B Best practices 100

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee engagement 92

Employee engagement Customer centricity Surveys 92

NICE inContact

OCTOBER 19, 2021

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

Customer centricity 96

Customer centricity Technology Best practices Contact Center 96

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

JANUARY 21, 2019

It’s Never Too Late to Win with Customer Experience: The Comcast Turnaround by Adam Toporek. Customers That Stick) Many organizations can survive, even thrive, without providing excellent customer experiences, without being customer-centric.

Customer Service 186

Customer Service Customer centricity Customer Experience Marketing 186

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

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Want to learn more about which survey to run at which touchpoint in the customer journey? Check out our free ebook about NPS ?, Time to rethink your strategy. CSAT & CES.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

Customer Experience Matters

OCTOBER 3, 2017

As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. Purposeful leaders create an engaged workforce and help their organizations deliver positive customer experiences.

Customer Experience 29

Customer Experience Best practices Customer centricity 29

ijgolding

AUGUST 13, 2014

During the same period, sales of ‘ebooks’ rose 134%. Product centric organisations are becoming fewer in number. To survive in our increasingly customer/consumer driven world, it is vital that all organisations understand the importance and necessity of evolving to becoming customer centric.

Customer centricity 86

Customer centricity Customer Experience Sales Marketing 86

Peter Lavers

NOVEMBER 16, 2017

This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Pretty much everything described so far has been about what businesses “do” for and to our customers. Yes, there is!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

ShepHyken

DECEMBER 5, 2022

This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. If companies truly want to reduce the cost associated with customer support, learn from these calls and fix the upstream issues that are creating the need for the calls in the first place.

Customer Service 183

Customer Service Gamification Customer Support Customer centricity 183

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric. Is your company customer-centric?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

PeopleMetrics

SEPTEMBER 17, 2015

If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility? Trust in the Journey to Customer Centricity.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

PeopleMetrics

FEBRUARY 4, 2015

We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Customer feedback makes the customer tangible.

Feedback 107

Feedback Customer Experience Customer centricity Metrics 107

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer centricity 104

Customer centricity Accountability Sales Metrics 104

Noble Systems

JUNE 23, 2020

Having a truly customer-centric organization, top to bottom, helps to drive the necessary change. If everyone in the company understands that the customer comes first and acts accordingly, there shouldn’t be any issues. Be sure you don’t fall prey to the old proverb, “You can lead a horse to water, but you can’t make him drink.”

Customer centricity 98

Customer centricity Analytics Benchmark Contact Center 98

ChurnZero

APRIL 12, 2022

What could the right person do for your business and customer relationships? Build a customer-centric organization. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. These are great building blocks of customer acquisition.

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

PeopleMetrics

APRIL 24, 2015

Feedback: Feedback brings the customer into the day-to-day operations of your business. Improving the Entire Customer Experience. We talk about organizational alignment and customer-centric culture on a regular basis because we’re focused on how the moving parts of business affect the customer experience.

Customer Experience 110

Customer Experience Customer centricity Sales B2B 110

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Computer Vision AI also enables the technician to perform a variety of tasks in self-service / self-help mode.

Enterprise 109

Enterprise Customer centricity Wait times Self service 109

PeopleMetrics

MAY 15, 2015

Employees have to be motivated to go the distance for your customers. What you can do to help employee engagement and build a customer-centric culture is take actions like incentivizing above-and-beyond behaviors, celebrating employees who deliver great experiences, and empowering employees to handle customer issues autonomously.

Customer Experience 104

Customer Experience Customer advocacy Customer centricity Employee engagement 104

PeopleMetrics

MARCH 25, 2015

So rather than passing a customer down the line, employees are empowered to take responsibility and put issues to rest. Employees scoff at “customer focused” memos and mission statements. It’s easy for companies to tell employees they’re “customer-centric” or “customer focused.” They live it on a day-to-day basis.

Customer Experience 93

Customer Experience Employee engagement Customer centricity Feedback 93

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business. Interested in learning more?

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

PeopleMetrics

JUNE 22, 2015

We've found the simple act of asking for feedback, especially when coupled with a customer-centric selling approach, can really help differentiate you from competitors. Customer-centric selling is the new way of closing sales. You can also download our ebook about the prospect experience by clicking on the image below.

B2B 99

B2B Sales Management Customer centricity 99

C3Centricity

DECEMBER 1, 2020

According to Korn Ferry’s 2019 CMO Pulse survey, “As the champion of the customer, it is not surprising that CMOs cited customer centricity as their top strategic priority. This post includes concepts from Denyse’s book Winning Customer Centricity. . ” Why?

Marketing 102

Marketing Big data Customer centricity B2C 102

C3Centricity

APRIL 17, 2019

HEART-CENTERED VERSUS CUSTOMER-CENTRIC. You know that I am a champion of customer centricity. I love to support companies that want to put their customers at the heart of their businesses. I love to support companies that want to put their customers at the heart of their businesses. CUSTOMER FIRST EXAMPLES.

Marketing 91

Marketing Technology Customer centricity CRM 91

Interactions

FEBRUARY 20, 2020

Like all true transformations, adapting businesses communication to better meet customers where they are requires a focused effort, but will also result in significant ROI- both in customer experience and financially. It’s no secret to survive among competition, business must focus on a customer-centric approach.

Customer centricity 93

Customer centricity Chatbots Customer Experience Technology 93

PeopleMetrics

DECEMBER 7, 2015

So what are some practical considerations for “retraining” your customers? Outline a customer-centric progression. Your current customers have developed expectations and behaviors over time. If you want to change them, then start with a common tenet of customer centricity: define your customer segments.

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

PeopleMetrics

NOVEMBER 12, 2014

Here’s an example of how One Company Created a Customer-Centric Culture. Or, check out our free eBook. Customer Experience Customer Experience Strategy Cx Culture Navigator Customer-Centric Culture' Need more insight?

Customer Experience 70

Customer Experience Customer centricity Feedback Sales 70

Inbenta

JANUARY 30, 2020

Human agents are not always available to provide prompt customer support, whether it is at night, during the holiday season or other peak travel period. They can, for example, transform visitor servicing in touristic places after hours, when travelers are arriving at a destination and the visitor information centre is closed.

Chatbots 121

Chatbots Self service Feedback Customer centricity 121