Remove Customer centricity Remove Employee engagement Remove Surveys
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What Ants Can Show You About Employee Engagement & Customer Centricity

PeopleMetrics

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. In company-centric cultures, 22% of employees are engaged, and four percent are fully engaged. What does that say about us, dear humans?

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Amazing Business Radio: Amy Brown

ShepHyken

Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Customer centricity means taking intentional steps to listen to what your customer needs and having everyone, at all levels in the organization, committed to delivering on them.

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A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips

Hodusoft

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty. The answer is a resounding yes!

Surveys 52
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Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

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Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior?

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If you’re not listening, you’re definitely not customer-centric

Tethr

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).

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Customer Centric Action Plans

ClearAction

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.