ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. Regularly assess what’s at-odds or in-harmony with your customer experience objectives.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Whether it be conscious or not, too many organisations have spent far too long believing that their ‘reason for being’ is making money.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Zeisler Consulting

NOVEMBER 5, 2020

But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Download File. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

CloudCherry

JANUARY 21, 2020

VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

CX Journey

JUNE 5, 2019

In this two-part series, I will provide my thoughts on why customer experience transformation efforts stall or slow. In part one, I'll focus on those reasons attributed to company leadership; in the second part, I'll outline reasons associated with employees and operations. Customers actually know when the focus is silo'd!

Leadership 137

Leadership Culture Resources ROI 137

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Seaton CX

MAY 16, 2024

Journey maps help employees empathize with customers and show management where to strategically invest resources to make the biggest improvements in the customer experience and financial business outcomes. For many customer experience leaders, customer journey mapping is daunting. Why create a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

ijgolding

MAY 2, 2017

Customer centric? Backing the actions of the staff involved whilst failing to acknowledge the significance of the issues for his customers has been indescribably damaging to both the United brand and Oscar Munoz himself. ” The use of the word ‘re-accommodate’, has come in for particularly scathing criticism.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ijgolding

MAY 23, 2017

Last year, I had real pleasure in writing a post about ‘making the customer experience magical – the power of surprising and delighting customers’ If ever there were fodder for the ‘eye rollers’, this headline absolutely nails it!! Sure, customer experience is important.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng. Bob Thompson. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Report on customer service metrics to your board.

Culture 139

Culture Customer Service How To Policies 139

CX Journey

JUNE 5, 2019

In this two-part series, I will provide my thoughts on why customer experience transformation efforts stall or slow. In part one, I'll focus on those reasons attributed to company leadership; in the second part, I'll outline reasons associated with employees and operations. Customers actually know when the focus is silo'd!

Leadership 80

Leadership Culture Resources ROI 80

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Never underestimate the customers expectation in CX.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Thematic

OCTOBER 19, 2022

Customer-led product strategy is about designing the best product experience. Align team and leadership on customer-led product strategy Most teams think they’re customer-centric. But too often, companies put customer needs on the back burner and prioritize ideas of influential stakeholders instead.

Strategy 71

Strategy Banking Metrics Analysis 71

Natalie Petouhof

AUGUST 15, 2022

To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: Change management is where most CX programs falter, because they fail to follow a deliberate change management process. Create Change Leadership Plans.

Leadership 52

Leadership Software Chatbots Banking 52

ijgolding

JUNE 25, 2018

My CustomerThink column in April featured a piece on the retail industry – entitled ‘Transform or Die’ , it describes how critical customer focused business transformation is – the retail industry continues to struggle as the temperature in the Northern Hemisphere rises.

Customer Centricity 192

Customer Centricity Industry Customers Loyalty 192

Beyond Philosophy

JULY 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Create a customer-centric human culture and set of processes. Timpson: Business Success Through Humanistic Leadership.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

ijgolding

JULY 7, 2015

They believe that the business needs to be in a declining state for leadership to look towards Customer Experience as a way of mitigating decline and differentiating the organisation for future sustainability and growth. This is definitely one perspective – although not one I necessarily agree with.

Customer Experience 120

Customer Experience Customer Centricity Customer Focused Customers 120

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Customer Centricity 100

Kayako

NOVEMBER 21, 2018

You can’t expect your entire organization to put customers first if leadership doesn’t. A company-wide email from the CEO expressing the brand’s dedication to customer service is meaningless if their actions don’t match. Reward great customer service. Put the customer first” is more than a buzzphrase.

Culture 120

Culture Banking How To Customer Service 120

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Peter Lavers

FEBRUARY 21, 2019

The workforce is changing and IBM demonstrated exemplary leadership in attracting and nurturing new, re-skilled and returning talent. CustExp – Customer Experience. In session after session the importance of staying customer focused and customer centric rang through.

Conference 66

Conference Leadership Culture Customer Centricity 66

Beyond Philosophy

SEPTEMBER 17, 2015

About how we wanted his partners (retail employees) to treat Customers he said: “ Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and perhaps even our customers’ attitudes and behavior. Does your CEO get it, too?

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

ProProfs Chat

JUNE 5, 2020

Insightful Customer Service Tips During Coronavirus Pandemic. Shep Hyken Keynote Speaker & Customer Service Expert. As companies see sales declining, one of the first actions that leadership takes is to cut costs. Try to cut in places that aren’t visible or obvious to a customer. Tweet this. Stay patient.

Tips 143

Tips Customer Service Social Media Culture 143

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48