Beyond Philosophy
OCTOBER 25, 2018
The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”.
CX Accelerator
NOVEMBER 7, 2023
It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.
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Contact Center Pipeline
APRIL 14, 2021
The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience across all products, channels and brands. A […].
ShepHyken
FEBRUARY 1, 2019
This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what? Disseminate it.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Beyond Philosophy
NOVEMBER 24, 2014
Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. NO, YOU DON’T.
Beyond Philosophy
OCTOBER 6, 2014
The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization. Why or why not?
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers. By the end of this webinar, you will know: Which channels of communication customers prefer, and why.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Advertiser: Vanilla Forums
This not only requires a careful reassessment of existing customer support models, but also the implementation of modern customer-centric support solutions. But what digital solutions, or combination of solutions, are right for your organization and customer base?
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