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

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Decide on Your Ideal Customer. It’s the end result of a lot of work.

Customer centricity 117

Customer centricity Feedback Consulting Consulting 117

ShepHyken

SEPTEMBER 7, 2023

Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%). Poor communication of CX metrics (41%).

Metrics 150

Metrics Customer Experience Consulting Consulting 150

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

ProProfs Blog

DECEMBER 11, 2020

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?” or “Are we successful as a brand to create an awesome experience for our customers?”. Let’s get started!

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

PeopleMetrics

JUNE 26, 2015

Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Be worthy of their esteem.

Customer centricity 102

Customer centricity Customer advocacy Employee engagement B2B 102

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

TeleDirect

MARCH 13, 2025

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Use case studies and real scenarios to reinforce decision-making skills.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

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. "All On your marks…. Let's start ….

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

TeleDirect

MARCH 9, 2025

Why Reducing Wait Times is Critical for Customer Satisfaction 1. Customer Retention and Loyalty Long wait times frustrate customers, making them more likely to switch to competitors. Studies show that 60% of customers will abandon a brand after multiple bad experiences.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

aircall

OCTOBER 11, 2022

One smart approach to helping salespeople reframe “won’t do” admin positively is temptation bundling , a term coined by the team of professors who conducted the study behind its origins. Aircall: Call efficiency for productive, customer-centric teams. Team productivity metrics, training, and communication. And guess what?

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Beyond Philosophy

JULY 12, 2018

Triangulation refers to combining research methods to study the same behavior. An example of triangulation would be to ask your customers a series of hypotheticals, but then also use surveys and analyze past behavior. Triangulation efforts yield the most accurate data for your findings. Let us know in the comments below.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Here are four of them, building from an architectural base.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. What’s true for customer attitudes relative to behavior can also be applied to employees. Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ShepHyken

JANUARY 16, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction.

Customer Service 41

Customer Service Benchmark Customer centricity Customer Experience 41

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Outsource Consultants

FEBRUARY 18, 2025

Customer loyalty is a fragile thing. The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. Tie rewards to specific, measurable quality metrics. One misstep, one bad experience, and it can shatter.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

ShepHyken

MAY 22, 2020

It’s similar to organizations asking their IT departments to successfully deliver customer experience (CX) projects without the right skills to be able to do so effectively. A recent Pega study found that IT departments are leading more than a quarter of global CX projects (26%) versus 13% by dedicated CX functions.

Customer Experience 175

Customer Experience Journey mapping Analytics Banking 175

ShepHyken

MARCH 5, 2023

Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach? My Comment: How do you measure customer experience? Let me count the ways!

Customer Service 26

Customer Service Metrics Upselling Healthcare 26

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

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. So, none of the Cloudnine units have a pharmacy as the first thing that customers walking in would see. They were probably right.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. You see, most leaders want to show customers they care, but many aren’t sure how to do that. Who knew!?)

Education 118

Education Customer centricity Metrics Customer Experience 118

ProProfs Blog

MARCH 6, 2020

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . Become a Customer-Centric Brand.

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

Beyond Philosophy

JUNE 1, 2015

Through partnership, Sainsbury’s offers customers a broader and deeper value proposition; and Nectar also generates data from coalition partners which it uses to better target promotions to customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

CSM Magazine

OCTOBER 21, 2024

This massive growth can be attributed to a combination of factors: the country’s English proficiency, cultural alignment with Western markets and a workforce known for its strong communication skills and customer-centric approach.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. 5) Recognize that company and product/service image and reputation are integral to customer perception of value.

B2C 207

B2C Banking B2B Customer advocacy 207

ShepHyken

MARCH 19, 2021

I have packed in factories, driven delivery vans, studied the latest manufacturing techniques, and led the charge in product development. Creating a customer-centric culture. Working with CX metrics. Listening to the customer. Ability to create the desired customer experience. Creating a CX strategy.

Customer Service 231

Customer Service Customer centricity Self service Metrics 231

Tethr

AUGUST 18, 2020

A Forrester study shows that companies that lead in customer experience outperform those who don’t by nearly 80 percent. Without using some sort of metric to gauge customer expectations, how do you even know if you’re coming close to meeting them? Customer-centric is more than a catchphrase.

Customer Experience 105

Customer Experience Customer centricity Customer effort Metrics 105

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. These brands know how to get customers to come back again and again. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59