C3Centricity

Today’s Toughest Marketing Challenge is Not Customer Satisfaction!

C3Centricity

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well.

Is Packaging Part of Product or Promotion? Should it be Both?

C3Centricity

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life?

The Future of Brand Building is Customer Centricity

C3Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

Ten Reasons Why You Should NOT Conduct Market Research

C3Centricity

If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Top 10 Posts on Brand Building Strategies of 2018

C3Centricity

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed.

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7 Secrets to Business Growth from Leading Global Brands

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Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

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How to Measure Customer Centricity the Right Way

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As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

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If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again.

How to Take Local Brands to Global Success: The 5 Rules to Fortune

C3Centricity

I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How the Best Marketers are getting More Actionable Insights

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Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!

Even the Police Can Get it Right! Adopting a Customer First Strategy

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In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain.

How Marketers Can Benefit From More Than Technology: Modern Marketing

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Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California.

Goodbye CMOs, Your Time is Up: From Brand Building to Business Growth

C3Centricity

It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

You’ve Got Data? Well Don’t Start There!

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Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!

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The 6 Best Ways to Show you Respect your Customers

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More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it.

Five Rules of Customer Observation for Greater Success

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers.

What a Customer First Strategy Is (And what it’s not!)

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Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

The Secrets to Growth. How to Get New Customers

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This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in.

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Fundamentals of a Customer First Strategy For Every Industry

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Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.

The Best Ways To Improve Innovation With Better Ideation & Insights

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One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.

AI and ML are Taking Digital Marketing to the Next Level

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I presented last week at an exciting, forward-looking conference in Fort Lauderdale, USA. It was ITEXPO , a successful conference celebrating its twentieth anniversary this year! The huge turnout of thousands clearly shows the value that both attendees and exhibitors get from it.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

How Can You Provide Better Service For Your Clients?

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How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding.

Is it Time to Do Away with Market Research Departments?

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What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations.

Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy.

Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

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What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer

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Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers.

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Forgotten Facts & Fantasies of Customer Delight

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If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference.

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Marketers, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

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What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry?

How Your Business Can Quickly Adopt a Customer First Strategy

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Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

What Customers Want Today. (And How to Give It To Them!)

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As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. I’m always trying to understand exactly what their preferences are today, and where these may be going.

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Never, Never, Never Give Up: How to Succeed When All Around You are Failing

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I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted.

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How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

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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 (!!!) year old Irish lad and a 16-year-old Brit may be responsible.

Do You Know Your Customer Journey Map & the Emotions Overlay?

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A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters!

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!