ShepHyken

OCTOBER 20, 2024

Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell (CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. Let’s learn from some of the best. Unfortunately, very few brands have.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

PeopleMetrics

JANUARY 13, 2025

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. There are so many examples of this - Bed Bath & Beyond, Sears, Blockbuster, Kodak, Radio Shack. Its about creating a culture where every decision is made with the customer at the center.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

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.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries. Leadership.

Customer centricity 163

Customer centricity Journey mapping Feedback Customer Care 163

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Identify the culture of your organization now and improve your customer-centricity.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

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

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

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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

Beyond Philosophy

NOVEMBER 8, 2018

Food and beverage businesses, for example, have been disrupted by third-party aggregators that have taken over delivery and tracking to the extent that these restaurants resemble virtual or ghost restaurants, a term used to describe a “delivery-only” venues. 4. What do your customers really want?

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. He also leads his Customer-centric culture by example. Does your CEO get it, too?

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

ShepHyken

JUNE 16, 2021

Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You could feel that customer service was at the heart of what they were about. For example, one of our servers had his name at the top of the badge, and underneath it read, “My passion is my family.”.

Customer centricity 366

Customer centricity Customer Service Customer Experience 366

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Create a one-sentence motto that expresses your vision for customer experience.

Customer centricity 305

Customer centricity Consulting Consulting Advertising 305

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Let me give you an example. Well, so do your Customers!

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

JANUARY 12, 2015

One needs not look further than current headlines to see both good examples of these philosophies in actions as well as those that could use a little work. My new eBook examines these philosophies as well as shows real world examples of these principles in action. Do you have a good example of one of these philosophies in practice?

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

NOVEMBER 10, 2014

Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. The Value of Customer Experience, Quantified.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. My fundamental advice would be to build your organization based upon customer centricity and trust.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Many organizations try to fix problems in their Customer Experience, and that’s good.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MARCH 19, 2019

Bell also helps many Fortune 100 companies implement innovative customer-centric strategies. Value-added is what your customer usually gets and, over time, expects; value-unique is giving your customer what they expect and adding more. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 16, 2016

When you look at it, or experience your moments as if you were a customer, you are often in for a rather nasty shock. The choice to reduce volume to compensate for shrinking margins is a classic example of inside-out thinking. In other words, they are putting the company’s needs above the customers’.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

DECEMBER 22, 2014

Fictional or not, they are there, and they are creating a reaction in your customers’ subconscious and unconscious minds, shaping their emotions and creating value for your products on the shelves…or Ebay page. Do you have an example where cooties played a part in your decision whether or not to buy something?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

AUGUST 13, 2015

One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do?” “Oh,

Customer centricity 282

Customer centricity Education Government Personalization 282

CSM Magazine

NOVEMBER 26, 2024

Fuel poverty, for example, has become a growing issue across the UK as many families struggle to keep up with ever-increasing energy bills. As everyday prices remain high, putting increasing pressure on households and their hard-earned cash, never has it been more important for utility companies to get on top of their customer service.

Customer centricity 52

Customer centricity Technology Interactive Voice Response Self service 52

Beyond Philosophy

JUNE 4, 2015

Enhance the current experience with Customer-led innovation. Adding a touch screen kiosk in your retail location is an example of adding a customer-led innovation into your experience.Touch screens are a ubiquitous presence in our lives. Here’s what the CEO of DICK’S said about the Omni-channel approach: 3. Register here today!

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. Blaming Others is Not a Winning Strategy.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

JANUARY 23, 2015

Your Customers have behaviors that cost your organization money. An excellent example is those Customers that still want a paper statement. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want. Read more about the book and register for the webinar, here.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. 100 Of The Most Customer-Centric Companies by Blake Morgan. My Comment: It’s one thing to list 100 companies as examples of good customer experience.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

ShepHyken

JUNE 6, 2017

First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers. The reason that Amazon has become so successful is that they have developed a way to create customer convenience. How do I increase customer loyalty?

Customer centricity 236

Customer centricity Entertainment Customer Service Marketing 236

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” I’d love to hear your examples in the comments below. They communicate well. They are easy to use. They have high-quality touch points.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. In this episode, we discuss Anna’s business pickle and how she can leverage what she learns in journey mapping to improve her organization’s customer strategy. Key Ideas to Improve your Customer Experience.

Journey mapping 243

Journey mapping Customer centricity Consulting Consulting 243

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