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

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Customer centricity 100

Customer centricity Finance CRM Metrics 100

Beyond Philosophy

JANUARY 19, 2024

While sales teams may clinch deals, departments such as finance, IT, and operations need to align with the sales strategy. Ultimately, all departments should work together to enhance customer value. 24:17 We both share what we liked best about Justin’s metaphor about the AFL and Customer Experiences.

Customer Experience 221

Customer Experience Finance Customer centricity Sales 221

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. You see, as people move up the chain of command, they get further and further removed from the average customer. They’re not greeting customers or closing sales.

Management 308

Management Consulting Consulting Finance 308

Beyond Philosophy

JULY 4, 2016

Digital innovation in banking can be seen in the transformative way people transact and organize their finances. It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Learn how to improve your Employees Experience?

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

JANUARY 25, 2024

There is No “I” in Team We had a podcast recently where we discussed the role of finance in the customer experience. In many ways, an improved Customer Experience is a supply chain. Sales is often closing the deal, but finance and IT and operations, need to be on board with the idea sales is selling.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

NOVEMBER 25, 2023

09:07 We explain the many ways that Human Resources plays a significant role in the Customer Experience and embracing customer-centricity. 23:33 Colin makes a point that Legal, which definitively needs to protect the company, also needs to be customer centric and how they can be without getting disbarred.

Customer centricity 195

Customer centricity Finance Technology Customer Experience 195

ShepHyken

OCTOBER 14, 2019

A Foundation in Customer Experience Should Start in College by Janelle Estes and Lija Hogan. CMSWire) Every business school touts its ability to develop the next generation of business leaders by providing a foundation in finance, economics, operations, marketing, management and strategy. Be sure to download the report.

Customer Service 50

Customer Service Best practices Finance Customer centricity 50

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Service is just ONE of the many business functions who are responsible for delivering the ‘end to end experience’ to customers.

Customer centricity 84

Customer centricity Customer Experience Customer Service Finance 84

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

Beyond Philosophy

JANUARY 4, 2024

You can’t assume that your definition of AI matches the marketing department’s or finance’s version down the hall. From a business perspective, the same concept applies to Customer Experiences. You can’t flip a switch and get the organization to be customer-centric.

Customer centricity 243

Customer centricity Morale Finance Education 243

Peter Lavers

NOVEMBER 16, 2017

The automotive sector, for example, is in an unprecedented period of market and legislation-driven disruption in its brands, products, markets, fuels, financing, taxation / charging – and channels & media. Pretty much everything described so far has been about what businesses “do” for and to our customers. Yes, there is!

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

ijgolding

JULY 25, 2017

I worked for a division of RBS called Royal Bank Invoice Finance. People who seem to completely ‘get it’ — the need to become ever more customer centric to enable sustainable business growth. Connecting people is, in my opinion, the key to customer centric leadership. A customer centric leader understands people.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Real estate 110

Real estate Customer centricity Management Customer Service 110

ClientSuccess

OCTOBER 26, 2020

In today’s ever-changing corporate landscape, modern SaaS organizations are asked to be a lot of things: employee-centric, focused on new business, and profitable against goals – just to name a few. One characteristic that is often overlooked (or left out completely) is being customer-centric. Is your company customer-centric?

Customer centricity 71

Customer centricity SaaS Finance Best practices 71

Tenfold - Contact Center Blog

JUNE 22, 2018

These digital natives will not just comprise the new workforce, they will also define the new breed of customers for financial services companies. The taste of this new class of customers clashes with the traditional mode of service that dominates the finance sector. They grew up in a completely digital environment.

Finance 64

Finance Banking Technology Chatbots 64

aircall

MARCH 16, 2022

Which is why we’re diving into how you can optimize your support tech stack for great customer-focused outcomes. . What Being Customer-Centric Looks Like for Support Teams. With that as your foundation, it’s time to start building the ultimate tech stack for customer-centric support teams. Automating Manual Tasks.

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

TeleDirect

MARCH 15, 2025

A: Yes, leading call centers follow strict HIPAA, PCI DSS, GDPR, and SOC 2 standards to protect sensitive customer data. A: Industries such as healthcare, finance, e-commerce, technology, and legal services benefit from high-quality, secure, and personalized customer support.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Lumoa

MAY 21, 2018

As you see, in most companies, marketing takes care of customer experience as a whole. Luckily top management and CEO now understand more often that customer experience is rather a necessity than a cost. However, the back-office functions, like HR or Finance are involved into CX very seldom. That's fair.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122

CX Accelerator

DECEMBER 12, 2017

Customer Service at the Core – By far the most compelling thing for me was the outstanding customer service provided throughout. Carvana has hired wonderful people who personify their customer-centric brand perfectly. When we got inside AJ was just as friendly and eager to help.

Journey mapping 182

Journey mapping Finance Customer centricity Sales 182

Skybridge

JULY 16, 2020

Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. How is your current customer care operation supporting your brand in being customer centric?

Customer centricity 52

Customer centricity Finance Advertising Big data 52

Beyond Philosophy

JULY 28, 2015

Nor our subsequent treatment by their Finance arm in setting up the lease payments, another whole story in itself. When Customers give you a low score, do not write to them and complain! He protested that it wasn’t the dealer’s fault it was Lincoln. I explained they were one and the same.

Finance 299

Finance Advertising Sales Surveys 299

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Customer Guru

MARCH 7, 2018

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. These women and their motivating stories are testimonials to why we need more women in Customer Experience. With a Ph.D.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

CX Accelerator

DECEMBER 12, 2017

Customer Service at the Core – By far the most compelling thing for me was the outstanding customer service provided throughout. Carvana has hired wonderful people who personify their customer-centric brand perfectly. When we got inside AJ was just as friendly and eager to help.

Finance 140

Finance Customer centricity Sales Customer Service 140

The Petrova Experience

DECEMBER 17, 2024

Now, I truly believe a well-motivated customer-centric leader can learn anything. (I’m Experience design, strategy, and programming lay the foundation for customer-centric, universal design-informed, technologically-forward improvements. ”) Now, on to the best practice trends.

Transportation 75

Transportation Best practices Construction Wait times 75

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

CSM Magazine

OCTOBER 16, 2023

Customer service is the foundation of the customer experience, the cornerstone for building loyalty, trust and overall satisfaction. It directly impacts how customers perceive the business, resolve issues and access support. In the finance industry, customer service is fundamental to lasting, positive relationships.

Finance 52

Finance Customer Service Education Banking 52

CSM Magazine

JANUARY 31, 2025

I am impressed by the team’s customer-centric approach to innovation, and their AI advancements. We take pride in being a trusted partner to pioneering founders of industry-leading companies such as Ola, Ola Electric, Razorpay, Dailyhunt, Five Star Business Finance, Country Delight, and Of Business, among others.

Marketing 52

Marketing SaaS Enterprise Finance 52

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. . Create a New Ticket for Every Customer Interaction.

Management 128

Management Customer centricity Best practices Finance 128

Hodusoft

JANUARY 8, 2025

As another notable quote on microfinance goes, “Microfinance is the democratization of finance, empowering individuals at the grassroots level to shape their own economic destinies!” percent in the last five years.

voip 52

voip Contact Center Contact center software contact center solutions 52

Customer Service Life

NOVEMBER 18, 2020

In one case, a customer lost a family member to COVID and wondered if we might grant a free month of service. To care for customers or protect company resources. Talk to members of your finance team about the contact center and you may sense a general fear that agents are ready and willing to give away the farm to keep customers happy.

Contact Center 115

Contact Center Finance Customer centricity Management 115

PeopleMetrics

FEBRUARY 17, 2014

To drive transformation the executive team needs to pay attention and to empathize as much as the Cx Professional does, as we had briefly mentioned in our previous post, 3 Simple Ways to Keep Your Company and Culture Customer Centric. He made a point that has stuck with me ever since.

Real estate 101

Real estate Banking Finance Customer centricity 101

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. Our commitment to our customers is matched with our commitment to innovation.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

ChurnZero

NOVEMBER 4, 2022

To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond. Difficult conversations lead to deeper customer connections. Learn from three SaaS CEOs.

SaaS 98

SaaS Customer centricity Finance Best practices 98

Customer Guru

FEBRUARY 6, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. In this candid interview, Mr. Narang shares valuable tips on setting up customer-centric teams and processes for businesses to excel.

Management 99

Management Customer centricity Finance Advertising 99