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

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 60

Customer centricity SaaS Technology Enterprise 60

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. 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.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 357

Customer Service Customer centricity Government Upselling 357

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

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

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 232

Customer Service Customer centricity Feedback Surveys 232

ShepHyken

NOVEMBER 3, 2020

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. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr.

Customer centricity 361

Customer centricity Surveys Technology Feedback 361

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 246

Customer centricity Feedback Customer Experience Customer Service 246

Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. 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.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 20, 2024

How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? But for the right company or brand, this can work well.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

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. It’s nice to see a brand remember what makes Customer Loyalty and Retention work.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

Customer Service 237

Customer Service Automotive Feedback Customer centricity 237

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

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 101

Customer centricity SaaS Upselling Metrics 101

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.”. I’d love to hear your take on any of these areas in the comments below. Register here today !

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

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

MAY 11, 2023

But, regardless of labeling, customer engagement is essential, and if a new name makes it more attractive to organizations, so be it. One thing I would change about these definitions is to make them more customer-centric. I would tell organizations to anticipate ways to help customers engage more with their experiences.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

CX Accelerator

OCTOBER 3, 2019

That process includes several training steps starting with the basics and takes them through CX maturity strategy and practices over their first 18 months." Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This expectation has permeated the collections industry, leading to the adoption of omni-channel communication strategies.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ShepHyken

SEPTEMBER 1, 2024

An Experience-Focused Approach to Subscriptions by Wendy Karlyn (Retail Customer Experience) A subscription model isn’t a golden ticket to success as it requires careful strategy and consistent execution. This article provides ideas and strategies behind creating a subscription model. Thank you CXO Magazine for this honor!

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

Lumoa

FEBRUARY 28, 2023

No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. It’s the surest way to build a better product. It helps you prioritize.

Feedback 78

Feedback Surveys Metrics Customer Experience 78

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

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Customer centricity 166

Customer centricity Customer Service Customer Experience Feedback 166

ShepHyken

JUNE 26, 2023

My Comment: Do you have a CAB (Customer Advisory Board)? Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group. Manage each of those moments the right way, and the customer comes back. If not, this is something to give serious consideration to doing.

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 229

Customer Experience Average Handle Time Customer Care Customer centricity 229

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

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. Time to rethink your strategy. Luckily, there's a handful of actions organizations can take to impact the customer experience and to learn how they can bring value.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

ShepHyken

NOVEMBER 6, 2017

Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions. Invite the customer service team to every strategy meeting.

Customer Service 216

Customer Service Customer centricity Education Marketing 216

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Comm100

APRIL 2, 2024

A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Wait times 101

Wait times Feedback CRM Surveys 101

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. In 2018, I argued that such platforms were essential for companies serious about being customer centric. Heres a few trends that are happening now: 1.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71