Beyond Philosophy

MARCH 19, 2019

Bell also helps many Fortune 100 companies implement innovative customer-centric strategies. Value-added is what your customer usually gets and, over time, expects; value-unique is giving your customer what they expect and adding more. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. However, challenges such as siloed AI implementations and focusing on rational data in quality assurance metrics hinder progress in this area.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

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 346

B2C Customer centricity Feedback Upselling 346

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 104

Customer centricity SaaS Upselling Metrics 104

ProProfs Blog

DECEMBER 11, 2020

They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?”

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric.

Customer centricity 104

Customer centricity Metrics Marketing Advertising 104

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer centricity 198

Customer centricity Employee engagement Coaching Consulting 198

Interaction Metrics

FEBRUARY 20, 2025

Instead of improving the customer experience, they end up frustrating customers even more. At Interaction Metrics, we take a smarter approach. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Thats where Interaction Metrics comes in!

Surveys 62

Surveys Benchmark Feedback Metrics 62

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

ShepHyken

JUNE 25, 2021

Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. Read Shep’s latest Forbes article: Authenticity Is A Driver Of Trust: The Next Competitive Strategy. If she doesn’t live the core values, why should you? Actions always speak louder than words. . Yes, change is hard.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

Beyond Philosophy

AUGUST 23, 2024

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. Strategies for soft-firing customers without abrupt severance.

Customer centricity 195

Customer centricity Morale Metrics 195

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Never miss an episode. Contact us Now.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Brands with exceptional customer service gain a competitive advantage.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

ProProfs Blog

APRIL 17, 2020

That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. In this thorough guide, you’ll come across: Different SaaS customer success metrics. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Contact Center Pipeline

DECEMBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. What is your […].

Customer centricity 147

Customer centricity Contact Center Metrics Consulting 147

ShepHyken

JANUARY 11, 2021

How to Measure Your Customer Experience Maturity by Sharon Florentine. CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions might be necessary.

Customer Service 247

Customer Service Customer centricity Customer Experience Metrics 247

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Metrics are designed to focus on what the organization wants to achieve. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

JUNE 19, 2023

NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes sense to keep. If you aren’t using it to measure customer satisfaction, this article will get you started. For more insights, check out my interview with Fred Reichheld , the man behind this powerful metric, on my Amazing Business Radio podcast.

Customer Service 36

Customer Service Journey mapping Customer centricity Metrics 36

Outsource Consultants

FEBRUARY 18, 2025

Effective Strategies for Addressing Quality Control Issues Addressing quality control issues in BPO relationships requires a multi-faceted approach. Regular Meetings: Conduct regular business reviews to track progress on action plans, discuss performance metrics, and address any roadblocks that may arise.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

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?

Quality management 83

Quality management Customer centricity Management Contact Center 83

aircall

OCTOBER 11, 2022

That, combined with consistent time management, focus strategies, collaborative alignment, goals, and expectations-setting, plus clear ways of measuring efficiency. Aircall: Call efficiency for productive, customer-centric teams. Team productivity metrics, training, and communication. Effective planning and organizing.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

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. Customer churn is the opposite of retention. So why should you care?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 105

Wait times Feedback CRM Surveys 105

TeleDirect

MARCH 13, 2025

Call centers serve as the frontline of customer interactions, making proper training essential to handling inquiries, resolving issues, and delivering a seamless experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. Top 6 Customer Experience (CX) Strategy Tips for 2020 by Raj Roy. Here are six good strategies worthy of your consideration.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. Operationally define “customer-centric”.

Customer retention 86

Customer retention Employee engagement Customer centricity Metrics 86

Totango

AUGUST 13, 2024

.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy. Voice of the customer : Supporting or implementing a program to gather and act on customer feedback.

Customer centricity 112

Customer centricity Sales Enterprise Metrics 112

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. An agent on the phone might be unaware of a previous email exchange.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

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

ClearAction

AUGUST 19, 2020

Each index conveys value as seen by your company or by your customers. These differences among customer experience indexes are pivotal to shaping mindsets and driving behaviors and business results. You should never use indexes and metrics blindly. Tends to focus customer experience strategy on service.

Customer Experience 174

Customer Experience Customer centricity Metrics Sales 174

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Totango

MAY 7, 2024

Strategy #1: Use a RACI matrix to assign ownership At Totango + Catalyst, we’ve found that using a responsibility assignment matrix (also known as the RACI matrix) has been a great way to get our CS and Sales teams on the same page. Strategy #2: Align on customer outcomes Both teams should be laser-focused on customer results.

Sales 103

Sales Upselling Metrics Accountability 103

Russel Lolacher

DECEMBER 10, 2019

STRATEGY (strat·e·gy) /?strad?j?/. ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. A social media strategy is only half the battle. “a plan of action or policy designed to achieve a major or overall aim.”

Customer Service 102

Customer Service Customer Care Accountability Customer centricity 102