ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. A customer-centric strategy could be a great way to bring it back to basics.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

FEBRUARY 1, 2024

While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints. What tools are in use for understanding customer and employee experience?

Analysis 260

Analysis Analytics Social Media Loyalty 260

Lumoa

OCTOBER 12, 2020

In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. The outer loop is important because closing the outer loop makes your customer feel appreciated. The product team conducts an NPS survey.

Feedback 208

Feedback How To NPS Customer Centricity 208

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Building a customer-centric culture is not something you can address with a list of tactics. While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Communication.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

PeopleMetrics

MARCH 1, 2017

Consider such success stories as Umpqua Bank, USAA, and SunTrust Bank, as well as other customer experience household names like Amazon, Zappos, the Ritz Carlton, and Disney. Not only will the customer-centric survive, but also thrive. A Customer-Centric Roadmap to Success.

Customer Centricity 48

Customer Centricity Banking Roadmap Feedback 48

InMoment XI

OCTOBER 10, 2023

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

COPC

JANUARY 9, 2024

Lance Gruner: As we grow and diversify globally, providing best-in-class customer service remains a priority. With a global footprint, we sometimes face communication gaps and inefficiencies. Partnering with COPC helped us assess and refine our communications, operations and performance.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

Uniphore

NOVEMBER 18, 2021

These unique AI qualities can assist customer experience (CX) leaders in pinpointing how their customers truly?feel, feel, which in turn can help them craft offerings and interactions that are more customer-centric.? Improve product roadmaps:?Information You can unsubscribe anytime.

Roadmap 162

Roadmap Call Center Policies Brands 162

ChurnZero

SEPTEMBER 25, 2020

Formalizing how Customer Success and Product communicate helps tear down these fences while still maintaining neighborly boundaries. Fix Communication Breakdowns With Formalized Feedback. So, let’s take a quick look at each team’s common communication shortcomings and how they can level up their alignment.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Call Experts

APRIL 8, 2024

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. That’s right: your customer experience is shaped whether you focus on it or not.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Optimove

JANUARY 3, 2024

Following these recommendations now will uplevel your personalization efforts, increase customer lifetime value (CLV), and earn your customers’ loyalty for life. Adopt a Customer-Centric Data Strategy Begin your marketing efforts with a customer-centric data strategy as the foundation.

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

ClientSuccess

JULY 13, 2022

But what does it take to build loyalty, make customers happy, and drive customer retention? Approach ideas from a customer-centric mindset. . When presenting a new feature, upsell, or even the next step in an implementation plan, try to approach your ideas from the customer’s standpoint instead of your internal view.

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

Experience Investigators by 360Connext

JANUARY 10, 2023

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success. Leaders started seeing how their goals were supported by a stronger customer experience.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

PeopleMetrics

JANUARY 23, 2015

Temkin Group recently predicted that this will be the year of the employee, and MCorpConsulting states that customer-centric culture is a top priority for companies serious about customer experience improvement. Customer-centricity appears to be a very real priority for CX leaders in 2015. But why now?

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Talkdesk

MAY 20, 2016

Session: The Rise of the Customer-Centric Company. The customer is always right.”. Businesses can now detect and fix problems without customers having to call in. BRYCE : Human-to-human contact isn’t the best channel for customer communication. Customers only want to talk when things are highly emotional.

Customer Centricity 40

Customer Centricity Company Roadmap ROI 40

Gainsight

OCTOBER 22, 2020

I’m responsible for Product Management and Technical Communications. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . Other afternoons I focus on supporting our technical communications team, such as examining in-app PX engagements.

Meeting 98

Meeting Management Roadmap Customer Centricity 98

CX Centric

FEBRUARY 11, 2021

This translates into the precision of a strong customer strategy, supported by a strong communications plan for your organisation. We have a nice roadmap, we are generally delivering against the roadmap, life is good. Again I propose a ‘Customer Centric’ culture. Who are our customers?

Culture 105

Culture Leadership Roadmap Customer Centricity 105

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Proactive Communication : Anticipate customer needs by staying ahead of potential issues or concerns.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Because if you don’t know what your customers need and expect, then how would you be able to serve them better? And the best way to understand your customers is by gathering feedback straight from them. Proactive Communication : Anticipate customer needs by staying ahead of potential issues or concerns.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Market presence: Revenue and number of customers.

Report 92

Report Trends Customer Success Self Service 92

Magellan Solutions

NOVEMBER 27, 2023

We’ll discuss 10 ways to deliver great customer service that pave the way for lasting connections. The goal is for customers to see your business as excellent and become passionate advocates. Implementing customer-centric practices encourages action and allows you to witness their transformative power.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

Thematic

APRIL 13, 2023

Our customers deserved better, and our teams were missing out on valuable insight. We wanted to ensure that ALL product teams were leveraging ALL customer feedback to make informed business decisions when prioritising roadmaps. We developed a public-facing policy to manage customer expectations. Why Thematic?

Feedback 71

Feedback Roadmap Analysis Data 71

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Call Experts

JULY 13, 2023

By understanding each stage of the customer journey, businesses can provide personalized recommendations, targeted marketing messages, and customized support, forming a sense of individual attention and strengthening the customer-business relationship.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Lithium

AUGUST 25, 2021

Your feedback, collaboration, and partnership have helped us reach this milestone; we are proud to have not only a market validated strategy, but a customer-centric one. As great as it feels to have our platform recognized in this way, our focus is always on our customers — it’s one of the reasons the report names us a leader.

Social Media 52

Social Media Roadmap Customer Centricity Report 52

Retently

MARCH 18, 2024

Not only do customer service surveys gather valuable feedback, but they also serve as potent market research tools. The captured insights are key in crafting strategies to enhance customer retention. Did you feel that the communication channel enhanced or hindered your interaction with our agent?”

Survey 141

Survey Customer Service Strategy Effort Score 141