CX Journey
APRIL 3, 2019
Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise.
Zeisler Consulting
AUGUST 10, 2020
Often through the exercise of alignment, companies and departments even end up revisiting and revising their corporate strategies when it’s discovered that their Mission and/or Vision aren’t compelling from the perspective of their Customers. Simply put: VoC is not just surveys. It’s much, much more than that.
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ShepHyken
MAY 29, 2020
Leadership. An important thing to note about a customer-centric culture is: it is deliberately designed to be that way. The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. Customer understanding is the cornerstone of customer-centricity.
ClearAction
APRIL 16, 2024
Pre-test scales for consistent interpretation Likewise, when different types of customers interpret your scales differently, it’s impossible to accurately interpret their responses. Instead, pay attention to what customers say during your word strip exercise above. This means low statistical validity.
CX Journey
APRIL 3, 2019
Customer-centric companies do the following to ensure the organization knows its reason for being, i.e., the customer, and to embed the customer into the DNA of the organization. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise.
ijgolding
JANUARY 17, 2017
Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers? Voice of the Employee measurement.
ChurnZero
MAY 20, 2021
Because Customer Success is a newer department, the executive talent pool with direct experience in both the field and role is small. Focus on creating a bench for yourself by making sure your CSMs see a career path to a leadership position. To keep your customers at the center, you need to formalize your customers’ voice and needs.
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