ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. I’ll share that company’s name at the end of this article.

Customer centricity 231

Customer centricity Chatbots Self service Feedback 231

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. How to Make or Break Your Customer Experience.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

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. She has profound expertise in outreach.

Marketing 309

Marketing Journey mapping Advertising Upselling 309

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

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

Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 346

Customer Service Customer centricity Government B2B 346

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 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. However, customer-centric marketing takes all of that a step further.

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below. Good to know!

Customer centricity 118

Customer centricity Sales Marketing 118

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Why is voice of customer so important?

Customer centricity 320

Customer centricity Healthcare Employee engagement Surveys 320

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. You can’t have a customer-centric culture without putting actual customers at the center of your business.

Customer centricity 59

Customer centricity SaaS Technology Enterprise 59

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Building a Customer Engagement Strategy That Lasts. They discuss strategies for improving customer service, interaction, engagement and experience. Top Takeaways: Become a partner to your customer. Ask what your consumer engagement strategy is and how holistic it is.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

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

ShepHyken

JANUARY 16, 2024

So, here’s my answer: There are at least three strategies for narrowing the gap between these perceptions: Leaders need to pay attention to their data. After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. So, what are you waiting for?

Customer Service 371

Customer Service Customer centricity Surveys Customer Support 371

ShepHyken

JANUARY 8, 2021

They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model. In 2020, that customer-centric approach is more vital than ever.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . The company’s leadership needs to be aligned with its customer experience goals.

Customer centricity 305

Customer centricity Consulting Consulting Advertising 305

Beyond Philosophy

JUNE 28, 2017

For a customer to embrace change, there has to be a clear emotional benefit, especially when the customer is investing hundreds of dollars. How to Make a Customer-Centric Change. I have these suggestions: First, understand how the change will impact customers. If it’s the latter, rethink your strategy.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

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?

Customer Experience 386

Customer Experience Entertainment Customer centricity Personalization 386

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

OCTOBER 7, 2019

This author shares a model that includes five phases that companies go through as they work on their CX strategy. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. 7 Tips for Creating a Customer-Centric Organization by Elizabeth Brockey. My Comment: Customer service is not a department.

Customer Service 292

Customer Service Customer centricity Best practices Customer Experience 292

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? And the more you can align your own story of what you’re aiming towards with wider company vision and strategy, the better.

Customer centricity 282

Customer centricity Education Government Personalization 282

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Source: Forbes. Source: Retail Dive.

Customer centricity 62

Customer centricity Accountability Feedback Marketing 62

Beyond Philosophy

OCTOBER 2, 2017

Blaming Others is Not a Winning Strategy. This is a classic example of companies blaming other people for their own failure to focus on what customers want. Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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

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

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