Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. This communication to employees shows me a customer centric company that is lead by the top down on this principle.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

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 306

Customer centricity Consulting Consulting Advertising 306

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 253

Customer Experience Customer centricity Consulting Consulting 253

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. Focus on Technology and Data: Modern CRM tools, analytics, and AI are reshaping customer service; the best MBAs equip graduates to leverage these.

Customer centricity 52

Customer centricity Healthcare Analytics Big data 52

ShepHyken

SEPTEMBER 7, 2023

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. Here are some ways to approach new processes.

B2C 349

B2C Customer centricity Feedback Upselling 349

CSM Magazine

JANUARY 24, 2025

Lets explore eight essential elements that make a casino platform truly customer-centric. Customisable Player Limits for Responsible Gaming Responsible gaming is a crucial aspect of any customer-centric casino platform. From secure transactions to intuitive design, every detail matters in building loyalty.

Customer centricity 52

Customer centricity Banking Wait times Accountability 52

Beyond Philosophy

NOVEMBER 8, 2018

All joking aside, customers might tell you they want something but then do something different within your experience. We use a tool called the Emotional Signature to discover what really drives value for an organization. 5. How well are you embracing your customers’ irrationality?

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

ShepHyken

SEPTEMBER 24, 2019

They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz: Customer understanding is a cornerstone of a customer-centric culture. Everything that affects the customer experience is related to the employee experience.

Customer centricity 287

Customer centricity Coaching Employee engagement Customer Experience 287

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . .

Journey mapping 278

Journey mapping Customer centricity Surveys Feedback 278

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 7 Tips for Creating a Customer-Centric Organization by Elizabeth Brockey. We’re not quite there yet.

Customer Service 294

Customer Service Customer centricity Best practices Customer Experience 294

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction. .”

Feedback 325

Feedback Customer centricity Contact Center Surveys 325

ShepHyken

NOVEMBER 19, 2018

(Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Here’s five ideas for using video to help maximize customer experience with your product or service.

Customer Service 230

Customer Service Customer centricity Self service Customer Care 230

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. So, do you need a tool or a true VoC partner? Why You Still Need a VoC Partner AI is a powerful tool, but its not a strategy.

Surveys 62

Surveys Customer centricity Wait times CRM 62

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. It is time to resonate with customers—and stop wasting money.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

NOVEMBER 16, 2016

To learn about understanding your customers and improving your Customer Experience join one of our training courses. We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. My fundamental advice would be to build your organization based upon customer centricity and trust.

Customer centricity 348

Customer centricity Government Morale Advertising 348

CSM Magazine

NOVEMBER 26, 2024

As everyday prices remain high, putting increasing pressure on households and their hard-earned cash, never has it been more important for utility companies to get on top of their customer service. Especially as customer-centric companies are said to be 60% more profitable than companies that aren’t.

Customer centricity 52

Customer centricity Technology Interactive Voice Response Self service 52

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

aircall

OCTOBER 11, 2022

The more intense the pressure, the greater the cost of losing time to manual admin that distracts team focus from high-value prospect and customer interactions. Together, they combine your people’s inner skills and capabilities with extra capabilities sourced externally from tools that augment your team’s capacity to scale efficiency. .

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. ” Tune in!

Customer centricity 240

Customer centricity Feedback Customer Experience Customer Service 240

TeleDirect

JANUARY 20, 2025

These centers now utilize AI-driven tools to manage routine inquiries through chatbots powered by natural language processing (NLP). Moreover, call centers are integrating sustainability into customer interactions by encouraging eco-friendly practices and products. Q6: How can call centers contribute to sustainability?

Call Center 118

Call Center Big data call center workforce Technical Support 118

Beyond Philosophy

NOVEMBER 23, 2016

To learn more about understanding your customers and improving your Customer Experience join one of our training courses. We have a wide range of resources – ranging from learning the CX Essentials to the tools for a customer centricity assessment.

Customer centricity 419

Customer centricity Customer Experience Marketing 419

ChurnZero

OCTOBER 21, 2022

Today’s customers recognize the competition in the subscription market and look for renewal-worthy experiences built upon enduring returns. To deliver on their expectations takes true customer-centricity and a strong customer success team who can do far more than “be there” for your customers. You’ll already know.

Customer centricity 98

Customer centricity Best practices Customer Care Marketing 98

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? Your own journey and ideas are fantastic tools to help others build an inspiring narrative about you and about the benefits of CX.

Customer centricity 282

Customer centricity Education Government Personalization 282

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. We need to develop the tools people use to optimize the Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JUNE 11, 2015

For the past several decades, many companies have relied on customer loyalty cards or programs, by which they can track purchase behavior and give rewards for repeat and volume buying activity. Customer loyalty programs are especially popular among retailers. Use these tools and combine them with the experience of your team.”.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

JANUARY 12, 2015

At each stage of a customer’s life, the researcher needs tools that will help interpret the meaning of emotions like anticipation, at the prospect and initial purchase phase of the customer life cycle, and joy or anger, once the purchase or service experience has been completed.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

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 309

Customer centricity Advertising outsourcing Chatbots 309

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 263

Customer Service B2B Customer centricity SaaS 263