ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter.

Customer Centricity 117

Customer Centricity Culture Tips Company 117

ShepHyken

NOVEMBER 30, 2022

A company changed its invoicing terms. A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . Any change, even if you think the customer will like it, could be opposed and cause friction. They were wrong.

Policies 120

Policies Customer Focused Customer Service Training Software 120

CSM Magazine

SEPTEMBER 28, 2016

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company. Are they perfect?

Customer Focused 40

Customer Focused Company Airlines Culture 40

CSM Magazine

JANUARY 31, 2024

With deteriorating services, the company may lose its reputation and deal with a negative experience. This shows that customer engagement and experience matter, too, while selling policies. Insurance companies can improve their integration of policies and ensure that immediate actions are taken with a frictionless method.

Insurance 59

Insurance Industry Self Service Customer Service 59

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer.

Policies 45

Policies Self Service Social Media Retail 45

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer.

Policies 40

Policies Self Service Social Media Retail 40

Pretium Solutions

AUGUST 28, 2013

Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Here is a policy that is not only customer un-friendly but also creates an inconvenience and cost to the retailer.

Policies 40

Policies Self Service Social Media Retail 40

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. This situation can lead to policies and procedures that conflict between the groups. 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

Uniphore

OCTOBER 4, 2021

The World AI & RPA Show brings together leaders from a variety of client-facing enterprises to discuss the important role AI plays in developing a superior customer-focused business. Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA.

Customer Experience 100

Customer Experience Policies Customer Retention Customer Satisfaction 100

SmartKarrot

APRIL 2, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies Culture eBook Training 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

Amity

AUGUST 5, 2017

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A customer focused value statement is not enough. What did you love about it?

Culture 63

Culture Company Leadership Study 63

Amity

AUGUST 5, 2017

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A customer focused value statement is not enough. What did you love about it?

Culture 60

Culture Company Leadership Study 60

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

Help Scout

APRIL 29, 2021

Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Every company has a culture, and it isn’t something you can directly build. A customer service culture is not about the specifics of individual customer interactions.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

DECEMBER 28, 2022

An extra few minutes with a customer goes a long way in building a relationship. . Besides being a nice thing to do, customers gravitate to companies that “give back.” . What can you do to help your customers be more successful? . Customers love working with empowered employees. . Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. of those companies, is that they recognize the efficiencies AI brings.

Customer Service 52

Customer Service Contact Center Policies Connections 52

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Igniting a passion for CX. D riven by core values.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ShepHyken

FEBRUARY 14, 2022

Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Many of these companies have their entire workforce working from home now.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

DECEMBER 5, 2018

Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with? As an example, there is always a company that makes me go through their entire advertising pitch before anyone picks up the phone. Here are TEN WAYS companies (and employees) create friction. That’s friction.

Policies 125

Policies Case Study Advertising Banking 125

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Megan explains that Squaremouth sells travel insurance policies through their comparison website.

Insurance 85

Insurance Policies Travel Comparison 85

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Igniting a passion for CX. D riven by core values.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies Customer Centricity 152

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 184

Customer Service Customer Experience Wait Times Policies 184

Magellan Solutions

MARCH 19, 2024

As Fred Chua of Magellan Solutions explains, his company tailors solutions to each client’s unique needs through “full scoping of requirements, expectations, KPIs, and historical data.” An environment controlled through strong moderation shows the customer-focused approach that brands want internally.

Social Media 52

Social Media Marketing Guidelines Advertising 52

Experience Investigators by 360Connext

APRIL 17, 2017

But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company. This is most likely due to communication that is more brand-focused than customer-focused.

Policies 215

Policies Feedback Call Center Customers 215

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Many of these companies have their entire workforce working from home now.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. Why are customers embracing texting? My Comment: What do customers want? ” Agreed!

Customer Service 79

Customer Service Policies Retail Case Study 79

ImprintCX Articles

NOVEMBER 27, 2023

The story is formed by your advertising and is delivered through all your interactions – products, services, website, apps, policies, and your employees. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

ShepHyken

APRIL 19, 2017

This ban on electronics is a United States of America policy. So, here is the lesson: Every company must stay within the law. Some industries are heavily regulated and must adhere to compliance and tough rules that they have no control over, and many of these rules or laws are not customer friendly. What can an airline do?

Airlines 87

Airlines Policies Government Travel 87

CSM Magazine

MARCH 30, 2020

For customers, focus on what is important to them given the current situation. No one really expects you to know everything so share whatever is known and make the information visible through email, the company intranet, company website or social media. Show Empathy . Do your best to de-mystify fear and reduce panic.

Communication 119

Communication How To Government Policies 119

Innovative CX

APRIL 1, 2021

When I suggested that perhaps I should just return both cameras and let the company lose money on the sale, the agent told me she would process a return label for me. What would your customers say about the policy, practice, product, or service your organization is delivering to them? Unfortunately, it isn’t.

Customer Experience 59

Customer Experience Policies Hotels Insurance 59

ShepHyken

MARCH 20, 2019

The “open door” policy of communication for employees has served him well. He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success.

Communication 111

Communication Culture Policies Customer Service Training 111