ProProfs Blog

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Here are the excerpts from his interview: Question: How to create a customer-centric business? Define & review customer-centric values within the company.

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. You can’t have a customer-centric culture without putting actual customers at the center of your business.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 349

Customer Service Customer centricity B2B Government 349

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Act on feedback to improve overall service delivery.

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Wait times Call Center Abandon rate First call resolution 79

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . .

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Journey mapping Customer centricity Surveys Feedback 278

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Deflection is not a customer-centric concept.

Customer centricity 354

Customer centricity Surveys Technology Feedback 354

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Nicereply

FEBRUARY 28, 2022

Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Focus on the behavior not the person.

Feedback 105

Feedback Construction Customer centricity Personalization 105

Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources.

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Customer centricity Feedback Surveys Metrics 158

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Customer Service 227

Customer Service Customer centricity Feedback Surveys 227

ShepHyken

MAY 6, 2019

4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Lists are usually about “how to’s.” ” Well, here is a list to remind us of some of the basic tactics in customer service.

Customer Service 298

Customer Service Customer centricity Feedback Personalization 298

Beyond Philosophy

OCTOBER 2, 2017

Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. It is far better to simply admit that things aren’t right, apologize and explain how you’re going to fix the problem. Review Sites are Helpful – If a Company Bothers to Listen.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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. Loads of good work is already happening in the field of Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

OCTOBER 15, 2018

(Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? My Comment: My friend, Jay Baer, has written an amazing new book, Talk Triggers , about how to get your customers to talk about you – and so much of that depends on the customer experience.

Customer Service 232

Customer Service Automotive Feedback Customer centricity 232

GetFeedback

AUGUST 14, 2019

Let’s look at several ways to improve your Customer Satisfaction Score (CSAT). I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). Design a customer-centric culture. FREE TOOL: CSAT CALCULATOR .

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

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. The old model of going to market in retail is at the end of its lifetime, and companies will have to re-model how they go about it. Time to rethink your strategy.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

ShepHyken

MARCH 25, 2022

It’s important to provide them with top-down information and solicit their feedback, utilizing pulse surveys and suggestions for company-wide projects. Read Shep’s latest Forbes article: Ten Principles To Create A Customer-Centric Company. The post Guest Post: How To Support And Inspire Your Customer Experience Team?

Customer Experience 201

Customer Experience Employee engagement Customer centricity Chatbots 201

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. How to Measure Customer Emotions. Register here today !

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

AUGUST 29, 2017

Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. Nick shares his tactical steps to creating a better customer experience.

Customer centricity 94

Customer centricity Advertising Feedback Customer Service 94

TeleDirect

DECEMBER 25, 2024

For this reason, 24/7 call centers have emerged as a vital component for businesses aiming to exceed customer expectations and stay competitive. This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. What Is a 24/7 Call Center?

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Call Center Customer Experience Technical Support First call resolution 127

ProProfs Blog

NOVEMBER 9, 2021

Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach. What is Customer Satisfaction?

Surveys 146

Surveys Feedback Metrics Customer retention 146

ProProfs Blog

MARCH 6, 2020

They really want to know how content the users are with their products/services. . Most business leaders realize the value of measuring customer satisfaction , however, they are faced with several challenges. And how to measure customer satisfaction score ? How to Measure Customer Satisfaction Score.

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

Advantage Communications

JANUARY 20, 2022

With the rise of customer-centric business strategies, an increasing number of organizations are focusing on customer experience metrics to guide the way they do business.

Feedback 97

Feedback Surveys Customer Service Customer centricity 97

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. How did we get here?

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Beyond Philosophy

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. It just shows the lack of Customer Centricity of the organization. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Better customer service – It’s no secret that customers love live chat. How Can You Integrate Live Chat to Your eCommerce Business?

Chatbots 159

Chatbots Feedback Surveys Sales 159

Beyond Philosophy

JUNE 9, 2015

Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity. Cute slogans for PR and minor changes to annoying, internally focused fees do not make a great Customer Experience. What do you think of Ryanair’s new Customer program?

Airlines 344

Airlines B2C Surveys B2B 344

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. When employees handle the process, they may (intentionally or not) make mistakes that steer customers toward higher ratings. Close the Loop Quickly Speed matters when addressing customer feedback.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . billion people, many are your customers. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

ShepHyken

SEPTEMBER 1, 2024

How to Win in the Routine Economy: Elevate the Everyday by Jen Gray (Retail TouchPoints) In the Routine Economy, the brands that get it are the brands that understand how powerful a routine is and how to seamlessly integrate and stay a part of a buyer’s routine. Here’s how to determine the prime focus of your business.

Customer Service 185

Customer Service Customer centricity Personalization Customer Experience 185