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CX Leaders: 5 Tips for Becoming a Customer-Centric Organization

IntouchInsight

This is one of the many challenges CX leaders face today as they are tasked with driving their company’s transformation to a customer-centric organization. Add this on top of challenges such as limited data sharing across the business, organizational silos, and teams not being aligned on customer needs. Customer Experience Management CEM

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Customer Centric Decisions

ClearAction

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Think about the highest priorities indicated by your most recent customer feedback, and how you could insert those priorities into a poster like this one: Our goal is to increase customer retention through product and service value creation.

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CEM maturity model pt 1: Assessing your customer-centric vision

MyCustomer

CEM maturity model pt 1: Customer-centric vision Loyalty.

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Why Your Customer-Centric “Breakthrough” Is Not Working

Experience Investigators by 360Connext

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Starting today, we focus on customers in a whole new way! A speech that declares this day is “DAY ONE” of becoming customer centered. Department leaders begin to envision ways they can improve their customer’s experience. And people start talking about ways to focus on customers.

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CEM maturity model pt 2: Developing a customer-centric culture

MyCustomer

CEM maturity model pt 2: Customer-centric culture Engagement.

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CEM maturity model pt 2: Assessing the customer-centricity of your company culture

MyCustomer

CEM maturity model pt 2: Customer-centric culture Engagement.

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What is CEM Software?

Confirmit

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? Customer Effort Score.

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What is CEM Software?

Confirmit

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? Customer Effort Score.

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You Can’t Legislate Customer Centricity

Beyond Philosophy

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. I am surprised that it would take as long as 30 days to tell a Customer of a data breach! 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!

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CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. while CEMs tell you why it's happening (why do prospects convert. or not, why do customers return. That’s where CEM comes into play.

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CEM maturity model pt 3: Assessing if your leadership lives up to its customer-centric vision

MyCustomer

Assessing the customer-centricity of your leaders Loyalty.

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Can your CEM program win customers for life?

Clarabridge

Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? For any customer experience program to succeed, everybody must be pulling in the same direction. Your managers also play a key role in getting feedback from employees and customers.

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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. 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. Most brands and corporations get by on transactional approaches to customer relationships. Seven key customer experience questions.

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Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. Becoming Customer-Centric.

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What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession. Customer Awareness. Customer Sensitivity. Customer Focus. Michael Lowenstein, Ph.D.,

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CEM maturity model pt 5: Assessing the customer-centricity of your tools and processes

MyCustomer

Voice of the Customer. Assessing your CX tools and processes

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Whitepaper: The Five Core Pillars for Your CEM Strategy

Responsetek

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. A brand’s reputation, as Bezos highlights, isn’t simply a clever marketing ploy, it is a true representation of a company’s efforts to impress their customers and deliver on their brand promise. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM.

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Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. Customer Centricity Latest Thinking

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CEM Benchmark – 2014 Customer Experience in Action Study

Strativity

The results of Strativity’s 2014 Customer Experiences in Action Study provide insight into the characteristics of a successful customer-centric company, including five core customer experience components on which companies must focus to become customer-centric. The post CEM Benchmark – 2014 Customer Experience in Action Study appeared first on Strativity.

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CEM in Telecoms Global Summit Launches 2017 Agenda

CSM Magazine

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download! As customer demands constantly evolve and show no signs of slowing down, operators are mastering digital transformation to interact with customers in their preferred ways, through better channels, offer enhanced products and services plus revolutionising what customer experience really delivers.

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

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What Is CEM? Which Are the Top 10 CEM Platforms?

SmartKarrot

Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. When you understand what is CEM and CEM platforms, you ensure that your customers achieve success. . Top 10 CEM Platforms .

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Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 200
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Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

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. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently.

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C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme

CSM Magazine

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. These three C-Level telco speakers are: Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines. Driving Customer Loyalty & Reducing Churn.

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How to Engage Employees & Build a Customer-Centric Culture

Customer Interactions

Often we’ll be helping a client who has just started using the NICE Fizzback solution to take things to the next level and make Customer Experience Management (CEM) an integral component of their organisational culture. One of the great things about working at NICE Fizzback is getting out on the road, spending time with clients and getting to know their organisation from the board room to the front line of the call centre.

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience.

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

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. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Creating a Deliberate Customer Experience in Your Strategy.

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3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. To that end, here are three ways you can identify how you are making your relationship with Customers one-sided: #1: You don’t take no for an answer. Of course, Customers can’t always feel like they lose either.

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The Role of CX in a Sales Culture

Beyond Philosophy

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. A Customer Experience, however, is about how they feel about the transaction, not the transaction itself. If you reward the transaction, why should employees care about how the Customer feels about it? “ You can win more friends with your ears than with your mouth.

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The Problem with Self Service

Beyond Philosophy

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Customers value trust.

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Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior. Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement.

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The customer is always right, but…

Ian Williams

The customer is king! The customer is always right! At the end of the day, ‘the customer’ is where the business gets its money from. The customer. We might ask ourselves about those customers who ‘game’ offerings, or those dishonest consumers who might steal or attempt to sabotage our businesses. One such variation is: “The customer is king… but only if the company is able to generate long-term profit from the relationship”.

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3 Ways to Use Mobile To Your Advantage

Beyond Philosophy

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. Train customer staff across all channels. Customer-facing staff should know how to use all the channels you have available. Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. Enhance the current experience with Customer-led innovation.

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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

When they saw these purchases in the customer’s history, they decided that they would begin the targeted campaign to these women. “ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

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Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically. Nothing could be further from the truth in both Business-to-Consumer and Business-to-Business situations, we know that Customers are irrational. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. Should 4% of Customers Dictate Strategy?

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Customer Journey Mapping – an art or a science? Part 2

Ian Williams

In this two part blog, we take a look at Customer Journey Mapping. Customer Journey Mapping – which way now? The research route – Voice of the Customer. The research approach utilises market research techniques to ensure that the as-is journey that is being plotted provides an accurate reflection of the customer’s experience by directly utilising their feedback. With Mystery Shopping, an individual performs the role of an actual customer.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

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