ijgolding
AUGUST 12, 2018
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.
Innovative CX
AUGUST 10, 2021
In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.
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Alida
JUNE 23, 2017
“If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. Let’s say you’re the leader in a particular arena, if you’re competitor-focused and you’re already the leader, then where does your energy come from? Retailers should take up Bezos’ advice immediately.
ShepHyken
FEBRUARY 22, 2021
Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. Comm100) Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
Customer Bliss
JULY 19, 2016
The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. It’s an unfortunate reality that many companies, despite the rise of CCO and CX work, still are not entirely clear how to value customers.
Beyond Philosophy
JANUARY 16, 2018
Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.
Forrester
APRIL 6, 2015
If it''s not a transformation to make the company more customer-focused , you''re making a mistake. Technology and economic forces have changed the world so much that an obsession with winning, serving and retaining customers is the only possible response. This customer-driven change is remaking every industry.
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