Books CEM Culture Customer Centricity 
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.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.
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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.
Beyond Philosophy
JANUARY 26, 2015
One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. This is a law for the “non-Customer centric” organizations. Can you legislate a critical part of serving your Customers well in this way? It is critical to gain Customer’s trust in data Security.
Beyond Philosophy
FEBRUARY 5, 2015
Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. All employees have the responsibility of providing customer value.
Beyond Philosophy
SEPTEMBER 11, 2014
According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard.
Beyond Philosophy
NOVEMBER 6, 2014
Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.
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