InMoment XI

AUGUST 18, 2022

In our experience, the four areas most programs prove the ROI of customer experiences in are: Customer Acquisition Customer Retention Increase Customer Lifetime Value (CLV) Cost Reduction. Changing your CX program is as much about driving a culture of customer centricity as it is about driving revenue.

ROI 557

ROI Customer Experience Effort Score Financial 557

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Many leaders claim being customer-centric is a priority. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. Operationally define “customer-centric”.

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

Beyond the Arc

NOVEMBER 8, 2021

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. 5 signs you don't have a customer-centric culture, and how to [.].

Customer Centricity 52

Customer Centricity Culture Customers Customer Experience 52

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

SurveySensum

DECEMBER 8, 2023

This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses. But, now, a question that’s on everyone’s lips is: “How do you even create customer-centric videos?” What is a Customer-Centric Video?

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

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

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySensum

JULY 26, 2023

It’s like a game of “now you see them, now you don’t” with customers jumping ship to competitors in the blink of an eye if they don’t feel valued and satisfied. It is far more expensive to acquire new customers than to retain existing ones and brands understand that. But why is that a big issue?

Customer Retention 52

Customer Retention Retail Strategy Social Media 52

Happy or Not

OCTOBER 11, 2021

Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you.

Customer Retention 69

Customer Retention Tips Social Media Customers 69

Totango

AUGUST 29, 2019

When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. . So, don’t focus solely on hunting up one-time customers. Apply a few key customer retention optimization strategies to build deep, lasting customer relationships.

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

ijgolding

MAY 17, 2017

The driving force behind that, was the culture Jack Welch embedded across the GE empire. Jack Welch believed in people – employees AND customers. Creating one of the most customer centric brands on the planet is obviously a major reason why. Being customer-focused allows you to be more pioneering.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ijgolding

AUGUST 9, 2016

They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. Called the Market Responsiveness Index (MRI) the tool enables a company to benchmark their level of Customer Centric Culture against more than 200 organisations worldwide.

Culture 120

Culture Customer Centricity Innovation Measurement 120

Comm100

APRIL 22, 2024

Live chat systems provide a seamless communication channel for real-time customer interactions. This technology enhances customer experience by offering immediate assistance, a critical factor in boosting customer retention and loyalty.

How To 134

How To Chatbots Omni-Channel Social Media 134

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 104

Customer Experience Customer Centricity Chief Customer Officer Culture 104

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management?

Customer Retention 87

Customer Retention Management Software Customers 87

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. What is Customer Retention Management? Focus on relationships, not transactions.

Customer Retention 85

Customer Retention Management Software Customers 85

ijgolding

JUNE 14, 2016

I often say that if I were to be given £5, or $5 for every time a member of the C-Suite stated that ‘customer centricity’ was ‘very important’ to their business, I would be a VERY rich man – but is it actually true! Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Retently

MAY 31, 2024

Customer-Centric Attitude : The best candidates genuinely care about customer success and are dedicated to helping customers achieve their goals. Adaptability : Given the dynamic nature of the role, the ability to adapt to changing circumstances and manage diverse customer needs is key.

Customer Success 143

Customer Success Management Net Promoter Score Feedback 143

InMoment XI

JULY 12, 2023

Empowering Employees for Superior Service The first impressions your brand makes usually start with employees and how they deliver customer service, so it’s important to hire and train employees that can offer customer-centric interactions.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? But as the customer will continue to change, the actions needed will need constant adaptation.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

PeopleMetrics

JUNE 30, 2014

You know the familiar saying: “ Culture eats strategy for lunch ”? That’s because culture, like strategy, is intangible, soft and elusive. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired.

Customer Centricity 111

Customer Centricity Culture Policies Customer Retention 111

InMoment XI

APRIL 18, 2023

A company that has decentralized customer experience really well is Medibank. The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity.

ROI 260

ROI Tips Healthcare Insurance 260

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Policies 54

Policies Customer Centricity Sales Entertainment 54

Lumoa

MARCH 8, 2023

For instance, telcos can send out wishes to customers on birthdays and special occasions. That said, customers should consent to be contacted in such cases. Customer Centricity Alleviates Negative Perception Despite an action-driven approach toward their satisfaction, some customers still have a negative image of telcos.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

CX Centric

MAY 31, 2024

The companies who are truly customer obsessed have realized the importance of customer obsession and are seeing positive results. According to Bain and Company, a five percent increase in customer retention can increase the profits by 25 percent to 95 percent. Here are some of the differentiators.

Customer Experience 52

Customer Experience Company Strategy Government 52

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. The number one commitment was to Deliver Value to Customers , followed by Investing in Employees – both ahead of focusing on short-term shareholder returns. Share this page on: Tweet.

Customer Centricity 50

Customer Centricity Touchpoint Customer Journeys Innovation 50

Win the Customer

SEPTEMBER 12, 2023

McKinsey highlights that this approach has been a game-changer for numerous established businesses looking to innovate in customer-centricity. Tailored Recommendations In today’s age, customers expect businesses to understand their unique preferences. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 130

Customer Retention B2B Customer Journeys Loyalty Programs 130

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. It lets customers know that there’s a human behind your brand, and you’re open and receptive to changing your processes if inefficiencies are continually being called to attention.

Hospitality 260

Hospitality Call Center Retail NPS 260

Lumoa

JUNE 14, 2023

Everyone from customers to investors and stakeholders will be wary of associating with a company that can’t seem to get its customer experience right. According to Harvard Business Review, acquiring a customer costs anywhere from 5 to 25 times more than retaining an existing one. But the damage doesn’t stop there.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

FEBRUARY 1, 2022

The CEO can set the stage for a culture that supports these employee-centered programs that help achieve customer experience success. There are literally dozens of ways customer experience pays off in real business results. It’s literally a win/win.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98