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

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff! Do this more often!

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. Additionally, creating clear and measurable customer success goals is crucial.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Feedback 344

SurveySensum

DECEMBER 8, 2023

This extends to how you engage with them visually and emotionally In this case, creating customer-centric videos is an essential strategy for modern businesses. But, now, a question that’s on everyone’s lips is: “How do you even create customer-centric videos?” What is a Customer-Centric Video?

Customer Centricity 59

Customer Centricity Video Feedback Customers 59

Blake Morgan

MARCH 21, 2023

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership. The company can disrupt a long-held industry because leaders are laser-focused on customers.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

CloudCherry

SEPTEMBER 19, 2018

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team.

ROI 256

ROI Financial CEM Metrics 256

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. And that ripple effect empowers female employees to engage in future leadership roles. It pays to have a female leader.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Blake Morgan

MAY 24, 2022

Skullcandy has created an impressive (and growing) company with its outstanding products and customer-focused marketing strategy. CMO Jessica Klodnicki involves the entire company in creating engaging content that resonates with its unique customer base. . Remind Employees About Customer Focus.

Customer Focused 59

Customer Focused Strategy Marketing Customer Centricity 59

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 260

Customer Experience Management Customer Experience Management ROI 260

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. As I have committed my experiences, thoughts and knowledge to writing, several common themes and ‘connections’ have risen to the surface.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. In today’s business environment, customer engagement plays a role in achieving success.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

CloudCherry

SEPTEMBER 19, 2018

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team.

ROI 225

ROI Financial CEM Metrics 225

InMoment XI

MARCH 6, 2024

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-centric companies are 60% more profitable than companies that don’t focus on customers. It’s also about the way you treat your customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Blake Morgan

AUGUST 8, 2023

From their insights, United Airlines created the shared purpose of connecting people and uniting the world. And because employees were involved in creating that shared purpose, they have buy-in and are more engaged. Oscar says talking to customers is a crucial responsibility of any leader, especially the CEO.

Airlines 52

Airlines Customer Focused Leadership Travel 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Magellan Solutions

SEPTEMBER 6, 2023

revenue surge via customer engagement. Don’t know any chatbots to help with your customer engagement campaign? Here are some of the best AI chatbots to help with customer engagement and business profit! ChatGPT offers a variety of applications, from customer assistance to content creation.

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? They genuinely want to engage with customers.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Beyond Philosophy

NOVEMBER 30, 2023

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. We all know happy employees make happy customers. The Legal Team Is Essential, Too.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Culture 295

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Experience Investigators by 360Connext

APRIL 9, 2015

Why is it so important to consider your customer experience mission as your brand promise? Without a customer-centric mission statement, however, you are only selling an idea (your brand promise) with no backbone to support it. More Posts - Website Follow Me: The post Is Your Mission Customer-Focused, or an Empty Promise?

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center? What defines a Customer-focused company?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! While AI can help scale services, it doesn’t replace human connection. 8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. 4 Trends Impacting Retail Customer Loyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal?

Customer Service 70

Customer Service Retail Customer Centricity Trends 70

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. Employees are critical to the customer experience, which is critical to the success of the business. It's real, and your employees matter!

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Magellan Solutions

SEPTEMBER 6, 2023

revenue surge via customer engagement. Don’t know any chatbots to help with your customer engagement campaign? Here are some of the best AI chatbots to help with customer engagement and business profit! ChatGPT offers a variety of applications, from customer assistance to content creation.

Chatbots 52

Chatbots Customer Engagement Tools Engagement 52

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! While AI can help scale services, it doesn’t replace human connection. 8CXLaws.com.

Leadership 52

Leadership Self Service Airlines Travel 52

Beyond Philosophy

OCTOBER 20, 2014

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.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Jeff is truly obsessed with customer service.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

Lumoa

NOVEMBER 10, 2021

The customer experience constitutes various touchpoints from the beginning, middle, and end of the customer journey. Customer experience (CX) design is the process of finding ways to leverage those experiences so they engage and thrill customers throughout the lifetime of their relationship with a brand.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208