ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. A dedicated CX leader to guide strategy.

B2C 360

B2C Customer centricity Feedback Upselling 360

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

AUGUST 6, 2019

Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. What should I do with customer feedback?

Customer centricity 303

Customer centricity Coaching Consulting Consulting 303

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. ” Tune in!

Customer centricity 250

Customer centricity Feedback Customer Experience Customer Service 250

Beyond Philosophy

JANUARY 28, 2015

Request feedback. Be sure to ask your manager how you are doing and what you can improve at each month’s end. Ask your manager how long your lunch break is. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse!

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

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. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Quality management 83

Quality management Customer centricity Management Contact Center 83

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

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. Predict customer needs using data-driven insights. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

CSM Magazine

FEBRUARY 11, 2025

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. A customer’s frustrated comment might become tomorrow’s product feature, and we cant forget that service insights guide smart promotional strategies and budget decisions.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 5: You send a feedback survey plus a gift card after four weeks in the program to gauge where they’re at and see how it’s going.

Coaching 353

Coaching Customer centricity Accountability Feedback 353

ShepHyken

JULY 26, 2019

5 Ways to Enhance Customer Experience. Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once. It’s also an important step in becoming sincerely customer-centric.

Customer Experience 302

Customer Experience Feedback Customer centricity Customer retention 302

PeopleMetrics

MARCH 27, 2025

The Case for Recognition At PeopleMetrics, weve helped companies implement recognition alerts those golden nuggets of feedback where a customer calls out an employee who went above and beyond. That feedback becomes a trigger for a recognition alertand thats where the cultural shift begins. Then ask who it was and what they did.

Brand ambassadors 62

Brand ambassadors Management Customer centricity Feedback 62

ShepHyken

SEPTEMBER 7, 2020

This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson.

Construction 236

Construction Customer Service Feedback Customer retention 236

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.”. We did this when we were working with a global brand, one of the biggest and most recognizable in the world.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

JUNE 26, 2023

CAB members—as evidenced by their post-meeting surveys—like to learn and benchmark how their colleagues’ departments are set up, fit within their organizations, resourced and measured by their management. My Comment: Do you have a CAB (Customer Advisory Board)? Manage each of those moments the right way, and the customer comes back.

Customer Service 44

Customer Service Customer centricity B2C Entertainment 44

Beyond Philosophy

OCTOBER 29, 2015

The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. However, the last fit description sounds interesting, to say the least!

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

AWS Machine Learning

NOVEMBER 22, 2024

We can also quickly integrate flows with our applications using the SDK APIs for serverless flow execution — without wasting time in deployment and infrastructure management. Set up your knowledge base with relevant customer service documentation, FAQs, and product information. Huong Nguyen is a Principal Product Manager at AWS.

APIs 120

APIs Chatbots Enterprise Customer centricity 120

Beyond Philosophy

NOVEMBER 11, 2021

The culture of an organization shows how customer-centric they are. If you choose not to “read between the lines,” your customers surely will. They told me they hadn’t spent any money resolving customer complaints at all. Perhaps we should also define a customer complaint.

Consulting 383

Consulting Consulting Call Center Metrics 383

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. What is Customer Feedback?

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Contact Center Pipeline

JANUARY 9, 2020

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Employees’ expectations of employers have been […].

Customer centricity 236

Customer centricity Journey mapping Management Feedback 236

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start? Customer experience refers to how customers perceive their interactions with your company.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Beyond Philosophy

JUNE 9, 2015

This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer. Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity.

Airlines 344

Airlines B2C Surveys B2B 344

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. Forward bad customer satisfaction ratings to agents for them to review.

Feedback 105

Feedback Construction Customer centricity Personalization 105

ShepHyken

SEPTEMBER 10, 2021

Provide employee feedback platforms that can help stimulate small changes. These changes can make a massive difference in customer experience. . Use customer feedback and craft an action plan that addresses what your customers want from you. . Expectation: Customers expect innovation.

Customer Experience 270

Customer Experience Advertising Employee engagement Sales 270

ShepHyken

APRIL 24, 2018

How would you like to provide a better survey experience for your customers? Shep Hyken speaks with Martin Powton, Marketing Manager at Wizu. They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. .

Entertainment 191

Entertainment Surveys Feedback Customer centricity 191

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ProProfs Blog

NOVEMBER 29, 2019

A robust help desk addresses the queries of customers promptly and yields a powerful service cycle. By ensuring customer-centric service , the help desk enables businesses to create a rapport with end-users, maintain its image, and build customer loyalty. . 12 Help Desk Management Best Practices. Grow Iteratively.

Management 128

Management Customer centricity Best practices Finance 128

ROI CX Solutions

MAY 1, 2025

Read time: 8 minutes Table of Contents Introduction In todays fast-paced, customer-centric world, businesses are turning to advanced technologies to better understand and serve their customers. Analyzing calls in real time ensures agents and managers can proactively minimize issues and reduce escalations.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Beyond Philosophy

MAY 31, 2016

Employees are at least as important as other aspects of customer management in optimizing benefits for customers. They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

CSM Magazine

APRIL 24, 2025

Benedict Geissler, Chief Commercial Officer (CCO), Netigate Netigate , a leading European provider of AI-powered customer and employee experience management SaaS solutions, has appointed Benedict Geissler as its new Chief Commercial Officer.

SaaS 52

SaaS Management Enterprise Strategic Value 52

Beyond Philosophy

MAY 11, 2023

This definition also sounds a bit like customer experience management. So, perhaps we didn’t blow off this topic of customer engagement so much as call it by different names. But, regardless of labeling, customer engagement is essential, and if a new name makes it more attractive to organizations, so be it.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393