Maz Iqbal

DECEMBER 10, 2014

In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. ” What Can We Learn About The Challenge Of Building A Customer-Centric Organisation? Why does this matter?

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

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

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. It requires ongoing effort and commitment. Without further ado: 1.

Customer Centricity 48

Customer Centricity Culture Case Study Leadership 48

Strativity

DECEMBER 14, 2017

In this case study of Illawarra Retirement Trust (IRT), the seniors’ living development, Strativity Australia explores the impact committing to a customer experience strategy has on developing a more customer centric culture.

Case Study 40

Case Study Study Industry Customer Experience 40

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. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Maz Iqbal

SEPTEMBER 2, 2014

And why most ‘customer-centric’ change efforts fail to yield an organisation that shows up as customer-centric. Perhaps genuine customer-centricity is unnecessary – maybe it is a matter of faking it like the patron and employees of the Hotel X were faking it.

Customer Centricity 107

Customer Centricity Customer Experience Hotels Customer Service 107

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 182

Return on Investment Culture Customer Centricity Ecommerce 182

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. Why is customer service a problematic aspect of the legal industry?

Customer Centricity 52

Customer Centricity Technology Social Media Chatbots 52

Win the Customer

SEPTEMBER 12, 2023

McKinsey highlights that this approach has been a game-changer for numerous established businesses looking to innovate in customer-centricity. Tailored Recommendations In today’s age, customers expect businesses to understand their unique preferences. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Allow me to share my answer by referring to the UK grocery market.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. How did it go? Or are you?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Customer service is not a department. I hold nothing back. “ “ Who should read it?

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

OCTOBER 1, 2019

Watch: Building (and sustaining) a Customer-Centric Culture. Curious about what it takes to build a customer-centric culture? Tomorrow, October 2nd I’ll be moderating a panel about Customer Experience Case Studies. CXDay.org is your resource for all things CX Day today.

Case Study 137

Case Study Customer Centricity Culture B2B 137

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Maz Iqbal

SEPTEMBER 17, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design adjustment costs customer centricity customer experience customer satisfaction customer service handling difficult customers hotels organisational change six simple rules work context'

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

There’s something for you if you’ve ever… Lamented that customer experience is always on your To-Do list and never on your Done list. Recognized that customer experience isn’t embedded as a part of your organization’s decision making. Wanted to improve your brand culture. When is CX Day?

Social Media 146

Social Media How To Culture Customer Centricity 146

Maz Iqbal

SEPTEMBER 18, 2014

What Is The Core Insight-Lesson For Those Working On Customer Experience And Customer-Centricity? Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Lumoa

DECEMBER 19, 2023

AI-driven sentiment analysis can assess whether a brand’s messaging aligns with customer perceptions. This alignment check empowers companies to refine their communication strategies, adopt a customer-centric approach, and cultivate a brand image that genuinely connects with its audience.

Analysis 208

Analysis Social Media Trends Feedback 208

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Delve into AI’s ripple effects on customer service roles, where efficiency gains are weighed against the potential for job displacement, and explore how historical economic shifts can inspire optimism for a workforce braced for change.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

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”. The masterclass was brilliantly delivered by Doug Leather and included practical case studies & examples of best practice and animated discussions.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Let’s focus on three things at work here: culture, engagement, and goals. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. Culture is the same way.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Blake Morgan

AUGUST 4, 2023

Everyone, including employees who don’t interact with customers, has a role in creating a cohesive and compelling customer experience. It comes down to the mindset and culture of the company–are leaders and employees focused on providing an excellent customer experience? That effort involves everyone.

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

Maz Iqbal

SEPTEMBER 23, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design complicatedness customer centricity customer experience customer service organisational behaviour reengineering shaping the work context six simple rules'

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. We are a global community. To keep updated about future events and projects please click here.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 60

Culture Sales Net Promoter Score Case Study 60

CX University

AUGUST 1, 2023

The employees of UBA were engaged in interactive online modules that covered various aspects of CX, such as understanding customer needs, effective communication, and problem-solving techniques. The program also included real-life case studies and simulations to provide practical experience.

Training 52

Training Company Case Study Banking 52

SurveySensum

NOVEMBER 28, 2023

Step 9: Personally thank customers who provided feedback and update them on the changes you’ve made. Analyze & Utilize Customer Feedback Effectively – Request a Demo Now , let’s talk about it through the case study of one of the automotive clients, I recently worked with, who was facing similar problems.

Automotive 52

Automotive NPS Feedback Case Study 52

Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. They are known for their unique culture.

Airlines 59

Airlines Travel Case Study Employee Experience 59

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Experience Investigators by 360Connext

AUGUST 27, 2019

Culture change is much harder…” I think that’s a really insightful statement. Culture change is HARD. The word digital becomes the campaign theme, instead of customers. But we don’t really lead a customer-centric culture if that’s all we do.

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

NobelBiz

MARCH 12, 2024

They provide a full range of Sales, Customer Experience, Back Office and Technology Transformation solution services in a 24/7 virtual environment. Emphasize the importance of cross-functional collaboration and communication to foster a culture of teamwork and alignment towards delivering exceptional customer experiences.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Improve internal processes for collecting, analyzing, and utilizing customer data for more effective strategizing. Case Study: Zoom.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48

ChurnZero

APRIL 13, 2021

To help drive recurring growth the CCO must focus on initiatives such as customer prioritization, customer retention, customer loyalty, customer satisfaction, as well as improving the customer experience. Create a customer-centric culture. Customer Success Operations Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98