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. While not required, the person in this role is often an extroverted visionary.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

ShepHyken

SEPTEMBER 1, 2024

And when you combine that with certain segments of retail, such as beauty and personal care or health and wellness, you have a customer that buys on a routine basis. 4 Trends Impacting Retail Customer Loyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal?

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

ShepHyken

AUGUST 25, 2024

My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand. This article shares the concerns you should consider when putting technology between your customer and a live support agent. It should support and augment it. That’s where it starts!

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

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. The solution is to keep customers “front and center” for leaders and everyone else. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

AUGUST 11, 2024

The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs. But there’s more. Don’t overlook the data!

Customer Service 213

Customer Service Self service Airlines Government 213

Beyond Philosophy

DECEMBER 29, 2023

Sometimes what we learned was personal, but it has implications for the business world. The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. A lack of progress signals a need for reassessment.

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Sometimes, you think no one would do anything for another person if they didn’t have something to gain from it.

Customer centricity 243

Customer centricity Morale Finance Education 243

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer centricity 83

Customer centricity Customer Experience Feedback Enterprise 83

ShepHyken

JULY 31, 2023

12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and encourage that person to keep coming back.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

OCTOBER 16, 2023

The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Connect with Shep on LinkedIn.

Customer Service 33

Customer Service Customer centricity Self service Customer Experience 33

ShepHyken

MARCH 18, 2024

My Comment: Smart companies are now using AI to help them understand customer behavior and preferences. Specifically, we can create higher levels of personalization and use data to better understand our customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

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. Being a good agent does not translate to being a good supervisor. Leading with Agility.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high. Who would have thought?

Customer centricity 195

Customer centricity Construction Education Surveys 195

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. My definition is that a company or brand considers how every decision will impact the customer (good or bad). I refer to these more as membership programs, but let’s not quibble over words.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. I’ll buy the other two. Connect with Shep on LinkedIn.

Customer Service 165

Customer Service B2C Customer centricity Government 165

Beyond Philosophy

JUNE 20, 2024

Depending on when you booked, you could have paid more or less for your seat than the person seated next to you. Surge Pricing is not a customer-centric policy. Without that strategic, customer-benefit-heavy communication, you turn your dynamic pricing game-changer tool into a deal breaker.

Airlines 195

Airlines Customer centricity Wait times Education 195

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 153

Customer Experience Feedback Customer centricity CRM 153

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

PeopleMetrics

FEBRUARY 13, 2015

We were sitting with our desks in a circle, workshopping a classmate’s story. Everyone likes to hear the feedback that supports their personal notions. Your employees interact with your customers every day. They’re on the frontline of customer opinions. A good customer experience partner can help you with that.

Feedback 97

Feedback Customer centricity Customer Experience Personalization 97

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. It is not about money; or personal gain; or political skulduggery – it is about BELIEF in doing what is right.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

ijgolding

OCTOBER 6, 2014

What you are about to read are the exploits of one Customer Experience Professional as he went about his business during a working week. Whether it makes you laugh, cry or feel pity for me, I genuinely hope that my diary provides a useful insight into my work in helping organisations to become more customer centric.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

ChurnZero

NOVEMBER 26, 2024

For your customer success job description’s primary and secondary requirements, consider including: The main duties and what is expected of the person in this role. Secondary Responsibilities: Collaborate closely with sales, marketing, product, engineering, and other teams to ensure a seamless customer journey.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. What is a Customer Engagement Strategy? Software that Strengthens Customer Engagement Strategy.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. PII redaction: Address customer concerns without exposing personal information.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

REVE Chat Blog

OCTOBER 2, 2019

Whether you are a small or big brand, customer engagement is an important factor to every business.The importance of engaged and satisfied customers cannot be overlooked, as it helps to: Improve customer loyalty – Yeah, loyalty from customers come from excellent customer service.

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

C3Centricity

OCTOBER 16, 2019

I’ve just returned from running a two-day workshop in Japan. The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too. Turn business objectives into customer-centric ones. Get Your Training Needs Answered. I do hope so.

Marketing 69

Marketing Customer centricity Finance Sales 69

Outsource Consultants

MARCH 4, 2025

How Technology Enhances Customer Experience in Manila Call Centers Manila call centers use cutting-edge technology to revolutionize customer experience. This shift focuses on creating meaningful, personalized interactions that drive customer satisfaction and loyalty.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

InGenius

DECEMBER 19, 2019

The InGenius team held our first Virtual User Conference, for customers and for partners, sharing business updates along with product roadmap and success updates. Customers and anyone else interested in deepening their practice are invited to sign up for our KCS training courses , including the newly added "Intelligent Swarming Workshop".

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

360Connext

FEBRUARY 12, 2018

I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations. In fact, offering education to customers and employees is a direct way you can influence the customer experience. And everyone should have the options to choose learning paths that work for them as individuals.

Education 88

Education Healthcare Scripts Customer centricity 88

CSM Magazine

OCTOBER 3, 2024

Celebrating Customer Service Week in the Workplace Customer Service Week is an excellent opportunity for organizations to celebrate their teams and highlight the importance of customer service excellence. This could include workshops on active listening, empathy, or handling difficult situations.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

C Space

OCTOBER 8, 2021

ATB Financial won the Customer Relationships Award which is given to a project or program that combines insight and relationship design to drive a customer-centric outcome. ATB overhauled its mobile and web banking to provide customer-centric solutions. Notes to editors.

Banking 69

Banking Customer centricity Consulting Consulting 69

Interaction Metrics

FEBRUARY 20, 2025

Consider rewarding promoters with exclusive perks, such as early access to new features or personalized offers. Encouraging them to leave online reviews or share their experiences on social media can amplify positive word-of-mouth and attract new customers. Provide workshops and targeted coaching based on NPS insights.

Surveys 62

Surveys Benchmark Feedback Metrics 62

C3Centricity

AUGUST 26, 2019

Companies who are truly customer centric know that it is important to build a mutually beneficial relationship where there is something for both parties in exchanging information and services. Too many businesses ask too much of their customers, with little if anything in return. Ask their Advice - Frequently.

Brand ambassadors 75

Brand ambassadors Customer centricity Airlines Advertising 75

24-7 InTouch

MAY 31, 2024

Customer Contact Week (CCW) Las Vegas 2024 is shaping up to be an unmissable event for professionals in the customer contact industry. Scheduled from June 3-6, the convention promises a robust lineup of workshops, keynotes, and interactive sessions designed to address the latest trends and challenges.

Customer centricity 52

Customer centricity Analytics Technology Customer Experience 52

ClearAction

JANUARY 6, 2021

13) Stop obsessing about customer journey maps. It’s possible to make grand strides in customer-centric culture-building and in customer experience improvement without having journey maps. Plan up-front for balanced effort to last for the long-haul in making a difference for customers.

Customer Experience 77

Customer Experience Journey mapping Customer centricity Best practices 77

Customer Centric Support

FEBRUARY 13, 2017

Two years ago, I would have been in the same state of mind – but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer Service Vision Statement a chance. It was an ICMI workshop by the one and only Jeff Toister that first turned me on to the concept of a Customer Service Vision.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67