CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
Making Customer Centricity a Reality
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity. We will address the topic via a facilitated discussion followed by an interactive Q & A live on ZOOM. 10.30 – 11am).
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Top 5 Customer Service & CX Articles for Week of September 2, 2024
ShepHyken
SEPTEMBER 1, 2024
Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.
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Awards Magazine recognises Peter Lavers as Top Influencer
Peter Lavers
JUNE 6, 2021
We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here. I’m honoured!”
5 Top Customer Service Articles for the Week of May 6, 2019
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. How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky. My Comment: The subscription model is important to virtually any business.
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Like Just About All of Their Customers… I LOVE Wegmans!!!
Beyond Philosophy
JUNE 2, 2015
For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,
5 Top Customer Service Articles For the Week of October 26, 2020
ShepHyken
OCTOBER 26, 2020
For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.
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7 Top Tips to Create a Customer-Centric Culture
ijgolding
NOVEMBER 22, 2016
What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.
Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.
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Celebrating Tony Hsieh's Contribution to CX
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
5 Top Customer Service Articles of the Week 1-24-2022
ShepHyken
JANUARY 24, 2022
5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.
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The Customer-Centric Compass
CSM Magazine
JANUARY 30, 2024
Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.
8 Essential Features of a Customer-Centric Casino Platform
CSM Magazine
JANUARY 24, 2025
Lets explore eight essential elements that make a casino platform truly customer-centric. Customisable Player Limits for Responsible Gaming Responsible gaming is a crucial aspect of any customer-centric casino platform. From secure transactions to intuitive design, every detail matters in building loyalty.
The Best MBAs for Customer-Centric Leadership
CSM Magazine
FEBRUARY 6, 2025
Who Should Consider It: Future-forward customer service professionals looking to integrate tech-driven innovation into their work. Kellogg School of Management – Northwestern University Kellogg emphasizes customer-centric leadership, with courses that explore the emotional and psychological sides of consumer behavior.
New Data Show Lack of Leadership Commitment to Customer Centricity
PeopleMetrics
JUNE 16, 2015
DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. Image Credits: Ascent Magazine Atos.
Make This Small Change For Big Results
Beyond Philosophy
JULY 19, 2018
If the default option is to renew after a specified term automatically, then many people will become automatic renewal customers. Just ask any magazine publisher, gym owner or Amazon Prime product manager. To make renewal even easier, as well as flag it as the normal option, check the renewal box for the customer.
The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?
Beyond Philosophy
DECEMBER 22, 2015
Print magazines, still actively used, have remained about the same in terms of percentage of marketers including them in their content program. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position.
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6 Examples of Successful Customer-Centric Companies
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.
From AI to Automation: Can Technology Put Utilities Back on Top for Customer Centricity?
CSM Magazine
NOVEMBER 26, 2024
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. Especially as customer-centric companies are said to be 60% more profitable than companies that aren’t.
5 Top Customer Service Articles of the Week 5-2-2022
ShepHyken
MAY 2, 2022
(Gallup) Over the past decade, financial services firms have positioned the customer’s experience as a way to enhance the firm’s brand promise and differentiate their firm against competitors. It validates that you’ve done well for your customers. My Comment: Content marketing is part of the customer experience.
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Momentum Receives 2024 Unified Communications Product of the Year Award
Momentum Telecom
MAY 30, 2024
Winners of the 2024 Unified Communications Product of the Year Award will be announced online and highlighted in INTERNET TELEPHONY magazine online. With a customer-centric approach and history of delivering exceptional results, Momentum empowers businesses to thrive in today’s modern workplace. Subscribe or visit www.itmag.com.
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Celebrating Tony Hsieh's Contribution to CX
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
Providing a great SaaS customer experience has far too frequently been an afterthought. Your company should adopt a customer-centric strategy by soliciting input, acting on it, and assessing progress so that you know where you stand. . But, in these competitive times, it can’t last. He is a content writer at Freshflows.
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Top 5 Customer Service & CX Articles for Week of February 26, 2024
ShepHyken
FEBRUARY 25, 2024
As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity. Customer service trends to watch in 2024 by St. Louis Magazine (St. It is always a privilege to be included on lists like these.
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How To Build A Strong Customer Centric Team
CSM Magazine
JANUARY 29, 2018
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service. 6) Are your staff members rewarded for their customer service?
Top 5 Customer Service & CX Articles for the Week of March 6, 2023
ShepHyken
MARCH 5, 2023
How can business leaders shape the future of their organizations using a customer-centric approach? That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.
Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
Making it Easy to Do Business the Way Customers Prefer. This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience.
Peter Lavers Voted as Top CX Professional
Peter Lavers
FEBRUARY 2, 2021
We’re happy to report that Peter Lavers has been voted by the readers of the UK’s Customer Experience (CX) Magazine as one of the top 50 CX Professionals. This is just the latest recognition of Peter’s influence and thought leadership in the fields of customer experience and customer management.
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
Kevin Kruse, a former VP of Kenexa (now part of IBM) and a leadership contributor to Forbes magazine, defined employee engagement as “the emotional commitment the employee has to the organization and its goals.” Employee Engagement: The Domino Effect on Customers. Customer Centric Employee Engagement.
What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. What do you think? In conclusion.
Free Webinar: Kickstarting Your Customer-Centric Culture
CSM Magazine
FEBRUARY 8, 2021
Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. Register now to join live or pre-order the recording!
How to Take Local Brands to Global Success: The 5 Rules to Fortune
C3Centricity
NOVEMBER 5, 2018
Ikea also offers a visual search function for shoppers to identify an item seen in a magazine or real life, and then find similar ones. Or what about women and their frustration with not being considered as beautiful as the retouched models in their magazines, which is very successfully used by Unilever’s Dove?
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10 Reasons Why the Customer Comes First
CSM Magazine
OCTOBER 15, 2024
Improves Employee Satisfaction Employees who work for a company that values its customers are often more satisfied and motivated. They take pride in providing excellent service and being part of a customer-centric culture, which can lead to improved productivity and reduced turnover.
Will Offering Free Products Increase My Sales?
Beyond Philosophy
SEPTEMBER 30, 2021
A flawed free trial that does not deliver a customer-centric experience will not boost revenue. Moreover, it could end up with a social media reputation for hassling customers after the free trial, which could hurt revenue. . Traditional media went through something like this with the emergence of online circulation.
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Why Millennial Investors are Abandoning You
The Petrova Experience
MARCH 4, 2025
In fact, a study of over 300 senior banking executives, conducted by 10X Banking and reported on by Fintech Magazine , reveals 12% of banking leaders say they have lost 30%-40% of their existing customers for failing to adopt a customer-centric approach at the front end of operations.
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Free Webinar: How Leaders Build a Customer-Centric Culture
CSM Magazine
OCTOBER 28, 2021
Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Register now to join live or pre-order the recording!
The Updated Customer Service Landscape: Navigating the Path to Customer-Centric Success
CSM Magazine
JULY 18, 2023
The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. Organisations may effectively traverse this terrain by adopting a customer-centric strategy.
How Customer-Centric Strategies Are Driving Success in Logistics
CSM Magazine
DECEMBER 13, 2024
As sustainability becomes a customer priority and emerging technologies like AI, IoT, and blockchain redefine the industry, logistics providers have an opportunity to lead with transparency, efficiency, and customer-centric strategies.
Three ways to help your employees become brand evangelists
Toister Performance Solutions
DECEMBER 2, 2021
Employee brand evangelists: Are naturally customer-centric. Turning your employees into brand evangelists can create several big advantages when serving customers. Magazine profiled how organic baby food company, Little Spoon, used employee brand evangelists to grow its subscriber base by 250 percent.
How Can Law Firms Leverage Technology to Become More Customer-Centric?
CSM Magazine
JUNE 24, 2021
The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. They expect more from brands.
5 Skills Needed to Excel In Healthcare Sales Today
Integrity Solutions
NOVEMBER 13, 2020
Unfortunately, many salespeople are abandoning the customer-centric sales approach they would normally use and resorting to desperate tactics to try and make up for the lack of sales earlier in the year. For a featured story in LTEN’s Focus on Training magazine, Manage or Coach? Coaching Healthcare Sales Reps to Excel.
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25 Ways to Deliver Consistently Great Customer Service
CSM Magazine
MARCH 28, 2025
Surprise Your Customers A thoughtful gesture, like a handwritten thank-you note or a small gift, can transform satisfied customers into brand advocates. Create a Culture of Customer-Centricity Make customer satisfaction a company-wide priority.
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Tips for Providing the Best Customer Experience
CSM Magazine
OCTOBER 21, 2024
Train Your Team to Be Customer-Centric Your team is the backbone of your customer service efforts. Therefore, it’s essential to train your employees to adopt a customer-centric mindset.
From Checklists to Competencies: Transforming Quality in the Contact Center
Transparent BPO
AUGUST 5, 2019
We felt it was important that we include education to enhance the customer experience.” ” Transitioning from the contact center-focused checklist mentality to a customer-centric mindset that empowered agents to own and drive the resolution of customers’ issues proved to be the right decision.
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