ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

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. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Kristina Evey

JULY 9, 2014

Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! Companies with clearly defined cultures have a high level of staff engagement.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

Gainsight

MAY 31, 2023

Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Gainsight CS, the company’s customer success platform, has earned accolades from G2 in two different categories.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

Experience Investigators by 360Connext

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. If not, re-design it! Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

delighted

MARCH 4, 2020

While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. So, how do you go about ensuring more positive customer interactions and fewer negative ones? The stakes are high. Let’s dive in!

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Doug Leather

APRIL 23, 2014

The term ‘sustainable company’ is spoken about and referred to fairly frequently these days. Sadly, I’m a customer of a couple of ‘sustainable’ companies that deliver a customer experience that is mediocre at best and downright unacceptable at worst.

Customer Centricity 46

Customer Centricity Competitive Advantage Government Customer Relationship Management 46

delighted

MARCH 4, 2020

While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. So, how do you go about ensuring more positive customer interactions and fewer negative ones? The stakes are high. Let’s dive in!

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Leveraging only part of a Customer Experience Management tool We’ve come a long way from the first customer feedback tools. Successful customer experience requires company-wide effort.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Peter Lavers

JULY 17, 2017

Here are four reflections that I believe to be seismic changes from working with clients and colleagues in this field over this historic decade, sharing the joys and pain of championing the customer-centric agenda in business. Product-centric business models are dying.

Omni-Channel 72

Omni-Channel Customer Experience Management Customer Experience Management 72

Doug Leather

APRIL 30, 2014

Customer-Centric? Yet he was adamant he had ‘customer-centricity’ under control. A refusal to really understand what customer-centricity is all about. And what really agitates me is a verbal commitment made to developing themselves as an internationally recognised exemplar of customer experience.

Customer Centricity 49

Customer Centricity Competitive Advantage Customer Relationship Management Leadership 49

Doug Leather

FEBRUARY 24, 2014

Chan Kim and Renee Mauborgne, deals with the reality of companies long engaging in head-to-head competition in search of profitable growth. These companies have fought for competitive advantage, battled over market share and struggled for differentiation. In limited instances companies can give rise to completely new industries.

Customer Centricity 54

Customer Centricity Strategy Competitive Advantage Innovation 54

Doug Leather

MARCH 11, 2014

What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. The most important stakeholder in almost all cases is the customer.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? companies $136.8 Why do companies struggle to meet customer expectations?

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Oracle

DECEMBER 17, 2019

Forrester’s Customer Experience Index showed again this year, that CX excellence remains elusive, “According to the survey, 81% of brand scores stagnated; most industry front-runners were repeats; many gains too minor to render them statistically significant.” Customers’ expectations are continually evolving.

Leadership 52

Leadership Trends Customer Journeys Customer Centricity 52

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What does the company want to achieve? And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Doug Leather

MARCH 19, 2014

I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. I’m guilty!

Customer Centricity 51

Customer Centricity Competitive Advantage Leadership Customer Relationship Management 51

Customer Guru

JANUARY 16, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Owing to his expertise in Customer Experience Management, he has successfully executed various strategies and actions in order to set up customer-centric organizations across industries in India.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He uses company?culture

Culture 71

Culture Hospitality Leadership Customer Centricity 71

ClearAction

OCTOBER 25, 2022

What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors. How can customer experience management achieve this? Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Doug Leather

MARCH 4, 2014

There is very little new about the concept of customer-centricity. In these instances it’s almost impossible to operationalise around ‘the customer.’ Developing and implementing organisational capabilities that enable a customer-centric business model creates structural and integration challenges. Let’s face it.

Customer Centricity 44

Customer Centricity Strategy Competitive Advantage Customer Relationship Management 44

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. They are internally focused with no focus left for the Customer.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Horizon CX

FEBRUARY 26, 2019

In the end, actions speak louder than words and those organizations with CEO’s and leadership teams truly committed to the customer experience will stand out. In thinking about this, this reminded me of a great article I read called 10 Commitments CEOs Must Make to Experience CX Success by James O’Gara of OnMessage.

Metrics 100

Metrics Customer Centricity Culture Leadership 100

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Increase simplicity: So many companies layer everything in process, and that can get too complex. How does that impact the overall company?

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Guru

MARCH 7, 2018

Kanika Tekriwal is the founder of India’s largest private jet and helicopter company, JetSetGo, that holds over 20% of the total market and boasts of over a 98% customer satisfaction rate! Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. With a Ph.D.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. What are, in your opinion, the top challenges in customer experience that companies should be aware of now?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

SEPTEMBER 5, 2017

His expertise is in customer experience management, business transformation and cultural change programs. Damian then decided to move from organisational psychology and focus his attention on consumer psychology and in particular customer experience, behavioural economics and customer-centric cultures.

Industry 147

Industry Self Service Customer Centricity Touchpoint 147

CX Journey

JANUARY 31, 2018

John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Here are the fundamental steps - or pillars - to successful customer experience change management. Customers’ needs change.

CEM 164

CEM Management Government Culture 164

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Bruce Temkin Follow @btemkin.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52