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?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer centricity 124

Customer centricity Coaching Finance Sales 124

Beyond Philosophy

FEBRUARY 5, 2015

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Exploration.

Marketing 309

Marketing Journey mapping Upselling Advertising 309

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Beyond Philosophy

NOVEMBER 15, 2017

Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. However, putting the customer at the center of everything you do doesn’t have to conflict with sales, margins or operational efficiency.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

ShepHyken

OCTOBER 27, 2017

With the majority of Americans now owning a mobile device, what better way to stay in touch and relevant to your customers than texting them? By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again.

Customer Service 216

Customer Service Customer centricity Enterprise Contact Center 216

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

ShepHyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Customer experience is an essential part of marketing these days.

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

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

ShepHyken

MARCH 11, 2024

What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? Customers want to feel that you are watching out for them.

Customer Experience 386

Customer Experience Entertainment Customer centricity Personalization 386

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Numbers are not a Customer. Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Win the Customer

DECEMBER 23, 2024

As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Numbers are not a Customer.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. I know that!

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Don’t be afraid to share personal stories and show how passionate you are about CX. The same can be said for company strategy.

Customer centricity 282

Customer centricity Education Government Personalization 282

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer centricity 117

Customer centricity Coaching Employee engagement Sales 117

CSM Magazine

FEBRUARY 6, 2025

Harvard Business School (HBS) Harvards MBA program doesnt explicitly focus on customer service, but its emphasis on leadership and innovative thinking makes it an excellent option. Through case method teaching, students learn customer-oriented problem-solving strategies, building both technical acumen and emotional intelligence.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market. Billions of them.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 22, 2014

The researchers call this phenomenon magical thinking because our perception is that the object absorbed parts of the celebrity’s personality. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

JUNE 17, 2019

There are three things in particular that drive me nuts at a restaurant, because they blatantly show that the restaurant is not customer centric. I’m at the table and my companion is talking — perhaps sharing a funny anecdote from a recent vacation, or discussing a customer experience strategy for Beyond Philosophy.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

MARCH 19, 2019

In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it. Some of those stories are in person; some are online, and others related in 280 characters or less. It is a customer centric surprise that delights your customers.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

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

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

LiveVox

NOVEMBER 28, 2023

Customer-centricity is the cornerstone of any successful business strategy, especially in the financial services sector. The integration of AI and automation in financial services has revolutionized how institutions engage with and serve their customers.

Customer centricity 86

Customer centricity Customer Support Personalization Customer Experience 86

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Customer centricity 307

Customer centricity Advertising outsourcing Chatbots 307

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Q: Is Personalization imperative for Customer Experience. Register here today !

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278