CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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

CustomerSuccessBox

MARCH 3, 2022

Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”? The philosophy of customer success has changed how CEOs think of their customers and business. Customer rating: 4.6

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 118

Customer Experience Retail Chief Customer Officer B2C 118

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Books for Product Managers. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

InMoment XI

FEBRUARY 8, 2018

You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 200

Touchpoint Software eBook Management 200

InMoment XI

FEBRUARY 8, 2018

You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 200

Touchpoint Software eBook Management 200

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. More on this later.)

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face. A Trusted Partner in Your Customer-centric Transformation Journey. Marissa Feigen.

Customer Centricity 105

Customer Centricity Culture Customer Journeys Banking 105

ijgolding

AUGUST 13, 2014

I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’. The number of printed books sold in the UK last year dropped almost 10%.

Customer Centricity 215

Customer Centricity Retail eBook Industry 215

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

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

Customer Centricity 91

Customer Centricity Policies Customers Financial 91

Horizon CX

APRIL 4, 2019

My sales colleagues and I were trained by the Bosworth organization back in the mid-90s and the original book Solution Selling: Creating Buyers in Difficult Selling Markets published in 1994 remains available today. This is front-end of the customer journey where relationship-building begins and builds all the way through to repeat business.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Everyone and everything is customer experience. Scale your company, scale your customer experience management. It’s simple.

Customer Centricity 160

Customer Centricity Culture Strategy NPS 160

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. For example, Normal language: “Sorry, booking that ticket is not possible as the theatre is full.

Customer Centricity 123

Customer Centricity Communication Customers Customer Experience 123

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. In fact, brand management and CX are two sides of the same coin. Therefore, customer experience is brand management in action.

Brands 52

Brands Customer Experience Management Customer Centricity 52

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? ” “People want to work with each other.

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. A customer-centric strategy could be a great way to bring it back to basics.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link].

Feedback 71

Feedback Management CEM Customer Centricity 71

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

ECXO

APRIL 18, 2024

The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. After many years as a manager in customer-facing roles, in 2014 he turned his professional life upside down. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft.

Insurance 111

Insurance Consulting Travel B2B 111

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

Customer Centricity 71

Customer Centricity Policies Customers Customer Experience 71

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ECXO

NOVEMBER 19, 2023

Business Collaboration for Customer-Winning Propositions 4. The Significance of Customer-Centricity 5. Holistic Customer Metrics for Actionable Insights 6. Beyond NPS: Advanced Customer Feedback Techniques Who is Prof. His research focuses on organizational maturity, design leadership, and customer-centricity.

Customer Centricity 122

Customer Centricity Metrics NPS Leadership 122

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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? In this edition of PeopleMetrics LIVE! PeopleMetrics LIVE!

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

C3Centricity

OCTOBER 29, 2017

It was an incredible Symposium run by Sitecore and I was blown away by the importance placed on customer centricity during the whole event! We are all excited by the wealth of information available to us about our customers, from the IoT as well as people’s behaviour on the internet. How can I expand my business?

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

InMoment XI

SEPTEMBER 27, 2023

Digital Infrastructure: Investments in digital infrastructure facilitate seamless customer interactions, from online policy management to digital claims processing. In conclusion, the insurance industry has made significant strides in creating a more customer-centric experience.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively. Original Article by Jon Arnold.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

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? In this edition of PeopleMetrics LIVE! PeopleMetrics LIVE!

Customer Centricity 48

Customer Centricity Voice of Customer Tips Measurement 48

NobelBiz

NOVEMBER 2, 2020

This is not new information in the industry and the idea of a customer-centric call center has been around since the early 2010s. DOWNLOAD THE FREE E-BOOK HERE So, let’s take a good look at what it really means to adopt a customer-centric approach and why monetizing should be placed second on your list of priorities.

Call Center 52

Call Center Customer Centricity First Call Resolution How To 52

ijgolding

OCTOBER 24, 2016

Stephen described how last Christmas he attempted to book a table at a beachside restaurant for his extended family. After a protracted conversation, the restaurant manager was summoned – he proceeded to describe the entertainment programme in great detail. The receptionist had absolutely no idea. You can read my column here!

Customer Centricity 120

Customer Centricity Leadership Entertainment Conference 120

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 54

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