Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Blake Morgan

OCTOBER 31, 2022

When customers don’t want to get employees into trouble or impact their livelihood, they rate an interaction higher than it was. The big question is if the company is customer-centric, or not. But so few companies are customer-centric over being product-centric. The post Are Surveys Really Customer-Centric?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

Customers That Stick

JANUARY 7, 2020

Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Roadmap 97

Roadmap Customer Centricity How To Effort Score 97

GetFeedback

AUGUST 24, 2018

But in order to achieve that goal, you need to create a customer-centric knowledge base so that the customers can find the answers they need. A buyer persona (or customer persona) is a fictional representation of a key segment of your audience. Here are some tips to keep in mind. 8 Tips on Knowledge Base Creation.

Knowledge Base 170

Knowledge Base Customer Centricity Self Service Comparison 170

Michelli Experience

MAY 22, 2018

This is the second in a two-part blog series. If you missed my perspective on 5 Things You Should Not Do in the Name of Customer Experience please check that out here. . This week we are flipping our conversation to discuss five things you absolutely must do to be customer-centric. Fulfill, Make It Easy, and Connect.

Customer Centricity 124

Customer Centricity Connections Customers Consulting 124

NICE inContact

OCTOBER 16, 2019

Failure to do so will likely push your best customers into the arms of your competitors. But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Get ready for digital-first customers.

Contact Center 120

Contact Center Customer Centricity Culture Omni-Channel 120

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adam Toporek . Adrian Swinscoe . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

NobelBiz

JULY 29, 2020

Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX? The post How to Build a Customer-Centric Call Center and Drive Growth appeared first on NobelBiz®.

Call Center 118

Call Center Customer Centricity How To Customer Satisfaction 118

Horizon CX

APRIL 4, 2019

Earlier in my career, I had the opportunity to serve customers in a pure sales capacity—with all the challenges that accompany a sales role including quotas—both achievable and unrealistic, but that’s another topic for another blog.

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Customer Centricity Sales Communication Customers 100

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ijgolding

DECEMBER 3, 2014

Let me set a couple of things straight before I even start this blog post. During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. They are not alone.

Customer Centricity 225

Customer Centricity Customer Experience Customer Retention Industry 225

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. inSided Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 260

NPS Customer Centricity Tips Automotive 260

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

Alida

DECEMBER 4, 2017

At the core of our strategy is a commitment to put our customers in the driver’s seat. We recognize that the best way forward is to be truly customer centric. This focus on putting customers at the center of our business benefits us in several important, strategic ways: 1. Navigating a changing horizon.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

Customer Guru

JUNE 6, 2018

If the idea of customer service excellence were so easy, every organization would be at the top of their game! An essential starting point to make the impossible possible is to have an employee base that is customer-centric. At the end of the day, isn’t the customer just wanting to be listened to and understood?

Customer Centricity 123

Customer Centricity Communication Customers Customer Experience 123

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

NobelBiz

NOVEMBER 9, 2021

Being customer centric entails directing the whole organization's attention on the client. But, in an age where all communication channels are interconnected, isn't it natural to be customer-oriented to better meet their expectations? The post Customer Centricity: How to Build a Strategy Around Your Clients?

Customer Centricity 52

Customer Centricity Strategy How To Meeting 52

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. P.S. What did you think of this blog post? So how does this apply to the healthcare and pharmaceutical industries?

Customer Centricity 93

Customer Centricity Customer Experience Healthcare Multi-Channel 93

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Leaders often have the customers in mind when they have these ideas. They want to do the right thing, but they get caught up in the idea of the moment instead of investing in truly customer-centric ideas for their long-term strategy. Blog Customer Experience Featured Opinion customer engagement leadership linkedin marketing'

Customer Centricity 110

Customer Centricity Customer Journeys Social Media Consulting 110

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Analysis 423

Analysis Data How To Customer Centricity 423

Steve DiGioia

JUNE 26, 2023

All in the hopes of sharing with others their best theories to separate your business from the competition and to make your customers feel loved and appreciated. Serving our customers should be easy. How to Create a Customer-Centric Culture They come to our business with money in hand and are willing to part with it.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

UserIQ

JANUARY 20, 2020

[…] UserIQ blog is fairly diversified as you’ll find a wide range of different article types such as news, from the experts, events, product updates, and customer success articles. If you are a fan of precise posts, this is the blog you should follow. […].

Customer Success 40

Customer Success Customer Centricity Customers Customer Engagement 40

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Peter Lavers

JANUARY 15, 2020

Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Omni-Channel 52

Omni-Channel Customer Service Customer Centricity Customers 52

CustomerGauge

JUNE 27, 2017

As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words.

Customer Centricity 60

Customer Centricity Customers Customer Success Management 60

Wootric CX Blog

JUNE 7, 2019

We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. The Pipefy team interviewed me for a piece where I talk about Alessio’s dedication to the customer problem. The challenge of staying focused on the customer. Wootric: Hi Lee!

Customer Centricity 75

Customer Centricity Connections Net Promoter Score Culture 75

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Connections 119

Connections Customer Centricity Consumers Culture 119