C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric.

Customer Centricity 177

Customer Centricity Competitive Advantage Trends Brands 177

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

C3Centricity

JANUARY 3, 2022

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Customer Journeys Connections Tips 156

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM).

Customer Centricity 52

Customer Centricity Innovation Report Customer Experience 52

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Blake Morgan

JANUARY 11, 2022

How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? . According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do. . Sponsored by Pega.

Customer Centricity 86

Customer Centricity How To Banking Innovation 86

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

AskNicely

JULY 17, 2018

As a product team, you require a deep understanding of your customers’ complex problems. Without it, how do you know if you’re innovating in the right direction? Are you fixing real pain points, or are you spending time and money on features that might not actually matter to your customers? Uncovering Customer Happiness.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Her focus on customers and innovation. Her focus on customers and innovation. It pays to have a female leader.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Alida

DECEMBER 4, 2017

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today. Focusing on customer experience.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor. .

Automotive 260

Automotive Management Social Media Feedback 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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. According to a 2021 Qualtrics study , only 28% of marketing and CX leaders have processes allowing the brand strategy to feed into CX design and delivery.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Blake Morgan

APRIL 4, 2023

It’s a common dilemma for companies: how do you balance holding on to the brand legacy while embracing the future? Whether the company has been around for one year or 100 years, every brand has founding principles and a legacy to celebrate. That requires looking both internally and externally for opportunities to improve and innovate.

Innovation 52

Innovation Brands Social Media Customer Centricity 52

Experience Investigators by 360Connext

APRIL 23, 2024

“Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?” Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers ?

Customer Experience 162

Customer Experience ROI Connections Innovation 162

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? You are trying to create loyal fans.”

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

C3Centricity

JULY 20, 2020

Another recent post of mine concentrated on why companies fail in their adoption of a customer-first strategy. You can read it here: 7 reasons most companies fail to adopt a customer first strategy. This was a follow up to another popular post on what a customer-first strategy is, and what it isn’t.

Innovation 194

Innovation Leadership How To Marketing 194

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Let’s dive right in! Ask them directly.

Innovation 52

Innovation Feedback Social Media Analysis 52

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Let’s dive right in! Ask them directly.

Innovation 52

Innovation Feedback Social Media Analysis 52

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

C3Centricity

NOVEMBER 21, 2018

What has changed during 2018 is marketing’s deeper awareness of, if not complete adherence to, what customers like and dislike. With the battle between Amazon, Microsoft and Google in the voice search and commands domain, customers can get answers just by asking. BRAND BUILDING. brand #Marketing #CEX #CRM Click To Tweet.

Brands 192

Brands Customer Centricity Customer Journeys Consumers 192

Blake Morgan

MAY 31, 2022

That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. . Here are three ways Bill Creelman practices customer-centric leadership: . He leverages a core group of passionate customers. He unites employees around the mission of the brand.

Customer Centricity 59

Customer Centricity Leadership Travel Groups 59

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80