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The importance of customer culture – an interview with Chris Brown

ijgolding

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. Is it really possible to measure customer culture? We spent a long time developing the measurement tool.

Culture 264
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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

Even the CEO is known to take customer service calls every once in a while – talk about customer centricity! Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

NPS 208
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What Is The Access to Transformation And Authentic Customer-Centricity?

Maz Iqbal

What Has Transformation To Do With Customer-Centric Business? What has this conversation to do with all things Customer and especially customer-centric business? Joseph Goldstein, A Heart Full Of Peace, Best Buddhist Writing 2008. Was it not a letting go, a complete letting go, and embracing the unknown?

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Is the Chief Experience Officer a Worthwhile Addition to the C-Suite?

Retently

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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Make This Small Change For Big Results

Beyond Philosophy

Thaler and Sunstein, 2008, 2009). But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. I would counter with this: if you make it easy to opt-out, then you are still serving the customers.

Policies 199
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Balance efficiency, technology, and strategy to improve consumer lending

West Monroe

The banks that act now will be advantageously positioned when the market turns, similar to the success seen by those who were proactive to fill gaps at the tail end of the 2008 financial crisis. How banks can get started shifting their consumer lending approach There is immense opportunity amid the challenges banks are facing.

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‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.

Report 229