Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. In this tide of change and upheaval, customers are stepping into their power and making ever-increasing demands of business. The dangers of “firing” customers.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

ECXO

APRIL 26, 2023

The CCO is responsible for overseeing all aspects of the customer experience, while the CDO is responsible for UX; designing products and services that customers love to acquire and adopt. Customer-centric design – knowing your customer is about understanding their needs and preferences (known and discovered).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment. Everyone says they are customer centric.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CX Journey

FEBRUARY 23, 2016

Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. In short, yes. Kate Leggett.

B2B 80

B2B Company Customer Experience Contact Center 80

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. This transparency gains the trust from a client, bringing the first of many competitive advantages of CRM to the table. Cultural Change.

Banking 40

Banking CRM Loyalty Customer Centricity 40

PeopleMetrics

MAY 12, 2022

In terms of concrete business impact, journey mapping can help you drive significant results across the entire customer lifecycle, from acquisition to retention. Not to mention, you'll have an outright competitive advantage above businesses that leave customer experience to chance. Using a Customer Journey Map.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

Thunderhead

MAY 28, 2019

A brand cannot then deliver on every customer’s needs; a risky strategy, as Thunderhead’s own customer journey research recently revealed. Overused, yet misunderstood: What is a ‘customer journey’? It’s time to rally round the true meaning of customer journey, calling out that elephant in the room.

Customer Journeys 45

Customer Journeys Competitive Advantage Customer Centricity B2C 45

Maru/HUB

NOVEMBER 13, 2018

We understand the importance of great customer experience for B2C brands. Without paying attention to the crucial task of optimising the customer experience, B2C companies risk being replaced by their harder-working, more attentive competitors. In both cases, customer experience matters. We want to feel helped.

B2B 40

B2B Company B2C Competitive Advantage 40

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., Be distinctive.

Brands 60

Brands Company Customer Experience Banking 60

Qualtrics

MARCH 14, 2019

Here’s everything you need to know about the latest CX innovations from X4 Summit 2019: World-class customer experience in the palm of your hand. It puts the people closest to your customers at the heart of your CX program and helps move you you build a more customer-centric culture. Get a demo of Frontline Feedback.

Innovation 46

Innovation Customer Experience B2B B2C 46

Answer Dash

MAY 27, 2018

Without this foundation of understanding, you won’t be able to deliver a successful customer experience. Have a Customer-Centric Vision Customer experience is built from every interaction a customer has with your company. Creating a customer-centric vision that permeates through the entire company is key.

B2B 58

B2B Customer Experience Self Service Competitive Advantage 58

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Confirmit

MAY 29, 2018

Bring the customer’s voice into your organization and you can expect the following results, providing you take action on the insights you receive: Increase revenue: Through reduced churn, improved cross-sell opportunities and the ability to attract new customers. Why Implement a Voice of the Customer Program?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

System 338

System Effort Score NPS Net Promoter Score 338

Clarabridge

OCTOBER 23, 2015

Social media provides transportation companies with the ability to offer customized information, in real-time , tailored to their customers’ demands and needs. Financial institutions, insurance brands and banking companies take on a more customer-centric approach , focusing on truly connecting with their customers.

Industry 40

Industry Omni-Channel Customer Service Transportation 40

Amity

FEBRUARY 2, 2016

Are Your Customer Success Stories Being Heard? Communicating your customer's successes can be one the strongest marketing approaches there is. Exploring the Top 5 Benefits of Customer Success. March 21-22 - Customer Success Summit. Welcome to the Age of the Customer. March 7-9 - Influitive Advocamp.

Resources 80

Resources Customer Success Customers Customer Retention 80

Bold360

NOVEMBER 21, 2016

She is experienced with companies in the B2B and B2C industry sectors. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40