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. Rule #5: Fire customers if they abuse your employees.

Customer centricity 195

Customer centricity Morale Metrics 195

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer centricity 77

Customer centricity Customer Experience Management Morale 77

Beyond Philosophy

JANUARY 4, 2024

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. It should happen over time, with incremental improvements moving everyone to a customer-centric culture and experience. NICE Systems, Inc.,

Customer centricity 243

Customer centricity Morale Finance Education 243

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. Customers will certainly agree that actions speak louder than words.

Customer centricity 59

Customer centricity Morale Advertising Surveys 59

Kristina Evey

JULY 9, 2014

These companies know what their mission statement is, what their core values are, and how they want their customers to think of them. Companies with high staff engagement have low turnover rates, high staff morale, staff feels more empowered, and the staff make decisions that benefit both the company and the customers.

Customer centricity 90

Customer centricity Morale Customer Experience Management 90

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. Experiential Learning.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Outsource Consultants

FEBRUARY 18, 2025

Publicly acknowledging success can boost morale and encourage others to strive for excellence. Customer-Centric Approach: Keeping the Customer at the Heart Prioritize Customer Needs: Focus on understanding and meeting the unique needs and expectations of your customers.

Feedback 67

Feedback Customer centricity Best practices Engineering 67

Beyond Morale

SEPTEMBER 30, 2013

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CSM Magazine

FEBRUARY 5, 2025

Celebrate Wins: When your rep receives positive customer feedback or handles a particularly tough issue well, acknowledge it. Recognition boosts morale and reinforces good habits. Encourage your rep to share any recurring patterns or feedback they notice from customers.

Customer Support 52

Customer Support Customer centricity Construction Morale 52

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

SharpenCX

NOVEMBER 23, 2021

The Key to a Great Customer Experience is Collaboration : Learn from CX Journey CEO Annette Franz on how you can break down silos in your organization to shape a customer-centric culture and deliver great customer experience. Read through this blog post to learn how to motivate your agents and boost morale on your team.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Callminer

OCTOBER 3, 2019

One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. The result: Poor morale, lack of teamwork and ultimately, reduced production and poor financial performance for the entire organization. .” – 8 ways to spot a star performer , Workopolis; Twitter: @Workopolis.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Customer Guru

MARCH 5, 2018

And the fact that women outshone men is EVERY SINGLE of those competencies stands testimony to the idea that customer experience needs more women! This is probably one of the foremost qualities that a customer-centric leader must possess. Customer dynamics and expectations are also changing constantly. Takes Initiatives.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Contact Center Pipeline

JANUARY 31, 2022

In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence (..)

Customer centricity 130

Customer centricity Self service Contact Center Morale 130

C3Centricity

DECEMBER 1, 2020

But as a complement to the best parts of human nature—creativity, empathy, stewardship—it can also lift humanity into a new collective and moral consciousness based on a shared sense of destiny. This post includes concepts from Denyse’s book Winning Customer Centricity. . ” Why?

Marketing 102

Marketing Big data Customer centricity B2C 102

Nicereply

FEBRUARY 9, 2022

This was treated as a moral failure, and as if I was trying to cover something up and I was fired from that job. My team may not do things the way I think is best, but following the guide of the rubric, they solve the issue in a very customer-centric way. But not all errors are morally or ethically wrong.

Morale 98

Morale Coaching Customer centricity Personalization 98

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

ClearAction

MAY 31, 2015

Although dedicated groups of experts spelled efficiency when we entered the industrial age, their insular nature causes inefficiencies and hassles both for your customers and for your company. The costs: stress, wasted time, re-work, scrap, lower morale, and missed opportunities — for all parties. Silver Bullets.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100

ClearAction

APRIL 19, 2017

The term “ customer-centered ” may be more pure and powerful rather than customer-centric or customer-driven. “Centric” is misunderstood. It seems some managers view customer-centricity as kowtowing to customers’ every whim, such as making everything free.

Customer Experience 71

Customer Experience Morale Customer centricity CRM 71

ClearAction

APRIL 18, 2015

Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customers First, or Employees First ? Here are ways HR can help: Knowledge Management. —@tcrawford.

Customer Experience 96

Customer Experience Employee engagement Big data Customer centricity 96

Fonolo

JULY 18, 2019

The moral of the story is that making it easy for customers to help themselves is no longer seen as a cop-out or, worse still, a nefarious attempt to reduce labor costs. Instead, customers want to be able to find answers and resolves issues themselves.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Help Scout

JULY 13, 2021

Get responsible: Center the customer’s perspective. If you sell something to them, you are (at least morally) responsible for their experience. Don’t wait for a customer to report it; use technology to spot out-of-bounds situations. If you claim to be customer centric , then test your designs against that mark.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Customers are the source of paychecks, budgets and dividends.

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

ClearAction

MAY 3, 2017

The term “ customer-centered ” may be more pure and powerful rather than customer-centric or customer-driven. “Centric” is misunderstood. It seems some managers view customer-centricity as kowtowing to customers’ every whim, such as making everything free.

Morale 67

Morale Customer centricity Marketing Consulting 67

ijgolding

APRIL 4, 2017

I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.

Construction 134

Construction Morale Customer centricity Technology 134

Integrity Solutions

SEPTEMBER 2, 2021

Customer dissatisfaction can come from many sources, but regardless of what causes it, the impact can be far-reaching and long-lasting for your brand, your revenue goals and your employees’ confidence and morale. Link customer loyalty and employee engagement metrics. Improve performance by helping people set and achieve goals.

Customer centricity 74

Customer centricity Coaching Sales Employee engagement 74

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

Customer Experience 156

Customer Experience Morale Journey mapping Customer centricity 156

Eptica

OCTOBER 9, 2019

This covers understanding and providing the service and experience that consumers and society demand , and can only come from all staff working together, across departments, in a customer-centric culture. Set up recognition programs, with the right metrics, to really increase morale - not just of the winners but of the entire team.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Amity

JANUARY 9, 2019

When customer success becomes a silo it negatively impacts internal and external stakeholders. It can create a poor and inconsistent customer experience. It can also have a detrimental impact on the moral and effectiveness of the CS team. When There Isn’t a Feedback Loop From Your Customers to Your Product Team.

Morale 81

Morale Metrics Finance Sales 81

Ansafone

JUNE 14, 2022

Our customer-centric approach allows us to be an extended partner. Integrity: Being honest and having strong moral principles is a what we stand for. We wanted to do so by defining what we here at Ansafone value in our relationships. We set standards in the way that we conduct business and in the way we treat everyone involved.

Contact Center 62

Contact Center Morale Call Center Customer centricity 62

Horizon CX

FEBRUARY 29, 2024

Perfunctory service creates a barrier to building long-term relationships with customers, resulting in lost opportunities for repeat business and revenue growth. Impact on Employee Morale: Perfunctory service doesn’t just affect customers—it also takes a toll on employee morale.

Morale 52

Morale Customer centricity Upselling Feedback 52

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Eptica

OCTOBER 21, 2015

For example, if there is a spike in queries at particular parts of the customer journey, companies can look at how they re-engineer the process to make it simpler, reducing the need for support and improving the experience. It is therefore vital to empower them with the tools they need to get their job done efficiently.

Multichannel 74

Multichannel Self service Contact Center Morale 74