7 Top Tips to Create a Customer-Centric Culture
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Fortunately, the profession that customer experience has become is steadily building a burgeoning number of just such people. It is not a project or an initiative.
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. The number of organisations and their leaders who have started to ‘talk’ about Customer Experience has steadily increased over the last few years.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. I say that they are becoming increasingly visible – in reality, organisations have been throwing them all around like ‘confetti’ for many years now. So what is Customer Experience?
Customer Centricity Masterclass Highlights
OCTOBER 15, 2015
Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is. holistic view of the complexity of customer centricity and the business model required for systems thinking approach.
Becoming Customer-Centric: 5 Ways to Walk the Talk
FEBRUARY 9, 2015
As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s.
Customer-Centric Culture Change (Video)
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group VideoBy mastering Employee-Engaging Transformation. Want to know more?
Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership
OCTOBER 24, 2016
Every now and then I am told something about Customer Experience; or I hear someone speaking; or I read an article; and I get goose pimples all over! To be able to deliver the experience you WANT your customers to have, it is critical that you have people in the organisation who possess the ‘technical competence’ to know what to do and when in bringing the experience to life.
Customer-Centric Cultures Don’t Just Happen
JANUARY 14, 2015
The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. If we boil it down to its essence, there’s a five-step process to customer centricity. Without further ado: 1.
3 Popular “Customer-Centric Ideas” that Totally Miss the Point
FEBRUARY 26, 2015
Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. “The Year of the Customer” …or other such labels for a new customer experience project. What happens to the customer then? Is next year going to be “The Year of the Ex-Customer?”
Engaging the Entire Company in Becoming More Customer Centric
JUNE 17, 2015
We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. View Article
Customer Centricity and the curate’s egg
OCTOBER 31, 2016
The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. Customer centricity is somewhat of a curate’s egg, with some good bits and some bad bits. It would be very difficult for anyone to disagree that focusing on the customer is a bad thing. After all, it is the customers that ultimately pay all of our wages. Not focusing on the customer would seem intuitively wrong. Culture Change – from Power Centric to Customer Centric.
The Rise of the Customer-Centric Mindset
MARCH 29, 2016
SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? We’ve decided to dedicate this issue of the SaaS Tattler to the rise of the customer-centric mindset.
Why Customer Centricity is a Lot Like Painting by Number
JUNE 18, 2015
A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity. Similarly, customer understanding and strategy are the dark, framing lines of your customer-centric paint by number.
An Unconventional Take on Customer-Centric Business
JUNE 16, 2015
Some of these generous folks think of me as thought leader in the Customer space. As a result when other folks are doing research in customer-centricity, customer strategy, customer experience they are told to reach out and ask me questions. Such questioning took place recently on the subject matter of customer-centricity. … Continue reading An Unconventional Take on Customer-Centric Business. Customer-Centricity customer centricity customer-centric businessSome folks are generous.
3 Reasons Why Customer Understanding Matters for Customer Centricity
JUNE 12, 2015
In customer experience management, we use transactional surveys to guide actions for customer centricity. Such exchanges are typically what prospective clients seek from customer experience software like ours. But we’ve noticed a trend of companies asking us for transactional surveys before they truly understand their customers. Or the icing before the cake.
The Gospel of Customer Centricity for Improved Customer Experience
DECEMBER 18, 2014
The way customers interact with brands has drastically changed over the past few years. The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask. Acquire : You briefly meet and make sure to get the customers’ name and phone number or email address. customer experience customer-centric culture
Is Your Business Customer Centric?
FEBRUARY 4, 2015
Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer. Maybe your business truly does put the customer first. So, what, exactly, constitutes a customer-centric company?
Take the Quiz: How Customer Centric Is Your Brand?
ICC Decision Services
MAY 18, 2016
Many retailers claim to be customer centric. Retailers that are customer centric demonstrate it on the sales floor every day. They provide a consistently great experience that revolves around the customer’s interests, behaviors (past, present, and future), and goals. Customers feel appreciated and special every time they engage with the brand.
7 Things You Need for a Successful Customer-Centric Strategy
JUNE 22, 2016
It's easy to talk the customer-centric talk and walk the customer-centric walk but in today?s going to take a lot more than that to convince your customers that you are in it for them. Your customers today are savvy and connected - and they know the difference between genuine commitment and hopping on a bandwagon transparency obsessed marketplace, it?s
How a Company Reacts to a Crisis Says a Lot About its Customer Centricity
NOVEMBER 1, 2015
The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!)
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
MAY 22, 2016
The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. They realised […].
Invaluable Customer-Centricity Lessons From Tesco
DECEMBER 10, 2014
Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Because Tesco’s management ended up doing what management teams do: exploiting customers to extract surplus profits for the Tops and Shareholders. ” What Can We Learn About The Challenge Of Building A Customer-Centric Organisation? Why does this matter?
What Ants Can Show You About Employee Engagement & Customer Centricity
OCTOBER 14, 2015
Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged. The Ants Go Marching None By None.
New Data Show Lack of Leadership Commitment to Customer Centricity
JUNE 16, 2015
DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. You can also check out our recent post on empathy in the customer experience for more insight.
Customer Centric Operations
JULY 7, 2015
I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business. Here’s a checklist to consider how customer focused your Operations are: People. Does it cover customer engagement as well as product/process/compliance?
Amazon's Workplace Woes, and Leading Customer-Centric Cultures
SEPTEMBER 1, 2015
As we know from our work in helping companies build customer-centric cultures , leadership must be on board for any real cultural change. The target has to be clear and well communicated. (In our research, customer centricity works very well.) It can help you assess the customer centricity of your own culture. * * *. And worse things happen too. Want More?
How to Create a Customer-Centric Organization
FEBRUARY 7, 2012
Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction. That takes the customer service vision and makes it real.
Brick by brick: Rebuilding Lego by rediscovering customer centricity
OCTOBER 8, 2015
The high-velocity feedback allowed the company to adjust its approach and make critical improvements earlier in the process—for example, tweaking a model that customers noted was stubbornly askew. Teams became more collaborative in working toward the ultimate goal of delighting customers. We’d spend hours creating imaginary worlds and testing our engineering skills.
Becoming a Customer-Centric Organization in 7 GIFs
FEBRUARY 12, 2016
When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “ What is my contribution to my ‘customer’ today? Establish at least one corporate goal to measure contribution to the customer and share it with the team. Communicate with your Customer. Brag a little.
Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?
DECEMBER 3, 2014
During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. These industries are often populated by businesses who THINK they are already customer focussed. They THINK that Customer Experience does not apply to them.
4 Customer Centricity Lessons From My Visit to Costco
JUNE 26, 2015
Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. 1. Their brand, corporate mythos, and customer advocacy played a large part in my stepping through their sliding glass door in the first place. Your buyers and customers are no different. Triple gasp! ). Knowledge.
Video: Four Ways to Enable Customer Centricity
Peppers and Rodgers
JULY 6, 2015
Tim Keefe of Peppers & Rogers Group breaks down the four steps businesses must take to get the most from their customer-focused investments. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. customercentricity
Customer-Centric Roundup: July 2016
AUGUST 3, 2016
Digital Marketing Customer ExperienceIt’s summertime, and the digital marketing scene is heating up. This roundup looks at new research from Facebook IQ and eMarketer on some of the key trends affecting e-commerce, as well as different ways to get more out of your CX efforts, including bringing your VoC data into your real-time marketing systems.
The Rise of the Customer-Centric CIO
AUGUST 11, 2015
The role of the CIO has evolved in recent years from a focus on helping the organization to reduce costs to enabling the enterprise to grow revenue and become more agile in responding to changing customer behaviors and market shifts. And while there are a number of components that factor into this metamorphosis, including the threats and opportunities posed by disruptive innovation, one of the greatest sea-changes for CIOs is reflected in their shift from a focus on supporting internal customers (employees) to an expanded focus on meeting the needs and preferences of external customers.
Customer-Centric Transformation a no-brainer: Check out why!
MARCH 19, 2014
admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding. Here are 3 questions designed to get you thinking a little differently about the criticality of developing customer-centric capability within your organisation. I’m guilty!
Customer-Centric Roundup: June 2016
JULY 6, 2016
As we enter into July and the second half of 2016, marketers and brand leaders should take a moment to process some of the biggest customer experience stories and developments from last month. Customer ExperienceSummer has officially arrived. After all, there are some major trends emerging that will have a serious impact on consumer decisions through the rest of the year.
Mastering Customer-Centric Culture: The 5 Essential Disciplines
JANUARY 23, 2015
The customer experience (CX) space has experienced a similar trend. 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.