CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Horizon CX

MAY 19, 2023

External Consultants and Experts: Depending on the complexity and scope of the transformation, organizations may seek external expertise from consultants, specialists, or experts in change management, organizational development, or specific domains.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. CX University is best known for their on-the-go learning philosophy with Online Courses in Customer and Patient Experience and custom-created eModules for organizations. Chief Marketing Officer.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

CloudCherry

DECEMBER 12, 2017

Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business. I’ve spent over a decade helping organizations learn to create a customer centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. And all are now, of course, out of business. How to make a customer-centered culture happen. Micah Solomon is a customer experience consultant, customer service speaker, trainer, and bestselling author.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

SurveySparrow

MARCH 11, 2020

Happy employees mean happy customers. It is the only thing that business owners need to keep in mind when they have a chance to create a customer-centric office culture. The potential advantages of having a customer-centric office culture. Effective Ways to Build a Great Customer-centric Culture.

Customer Centricity 52

Customer Centricity Culture Customers Measurement 52

Maz Iqbal

SEPTEMBER 17, 2014

Because they came to the conclusion that: the hotel receptionists were young and didn’t care about doing a good job; they lacked the right customer handling skills; and they were not selling rooms to travellers who arrived late in the day even when rooms were available. It looks like they hired a bunch of smart consultants.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Michelli Experience

MARCH 6, 2018

I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. The post Strategic Positioning | Is Your Customer Experience Agile Enough?

Customer Experience 124

Customer Experience Customer Centricity Consulting Leadership 124

Confirmit

APRIL 18, 2019

These help you to track, course correct, and accurately report on change initiatives. Listen to Roberta O’Keith, Director, CX Consulting at Confirmit, and guest speaker, Sam Stern, Principal Analyst at Forrester Research, Inc., Can governance of the customer experience help to drive customer-centricity? -

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Confirmit

SEPTEMBER 20, 2018

These help you to track, course correct, and accurately report on change initiatives. Listen to Roberta O’Keith, Director, CX Consulting at Confirmit, and guest speaker, Sam Stern, Principal Analyst at Forrester Research, Inc., Can governance of the customer experience help to drive customer-centricity?

Customer Centricity 40

Customer Centricity Net Promoter Score Customer Journeys Company 40

Experience Investigators by 360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. I’ve seen really exciting ways to weave learning into the very DNA of customer-centric organizations.

Course 173

Course Video Training e-support 173

Peter Lavers

OCTOBER 20, 2015

Knowing what you’re customers are saying about your is just the tip of the ice berg! Last week, WCL CM teamed up with Hello Customer and Paul Laughlin, to get to grips on how companies can be more customer centric. The post Hello Customer and Paul Laughlin talk Customer Centricity appeared first on Think CX.

Customer Centricity 40

Customer Centricity Analysis NPS Retail 40

Beyond Philosophy

MAY 7, 2020

They treat all customers the same. Of course! Identify the culture of your organization now and improve your customer-centricity. My book, Revolutionize Your Customer Experience , delves into the idea of customer-centricity with the Naïve to Natural Model. The top team wants loyal customers.

Customer Centricity 175

Customer Centricity Policies Consulting Transportation 175

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Scaling Customer Success (playlist) : Working smarter to scale through automation and data.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” The philosophy, some companies seem to have, is that Customers will tire out if they’re told ‘no’ enough times as we escalate.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Zeisler Consulting

DECEMBER 15, 2021

So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communications. Of course, I’m talking about the un-monitored email box. “Do That’s word-for-word the quote on an email from quite possibly one of the most celebrated Customer-centric brands you’ve ever heard of.

Course 93

Course Consulting Communication Policies 93

Strativity

FEBRUARY 14, 2018

Peter reflected, “Touchpoint Dashboard’s assets were acquired by Strativity in an effort to provide access to not only the best technology for journey mapping, but also the experience of the world’s leading customer experience consultancy. Now clients can enjoy the best of both worlds.

Customer Journeys 40

Customer Journeys Course Touchpoint Customer Centricity 40

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). Think of your Customer Support or Customer Success teams. Don’t they have loads of insight into what’s bugging your Customers? this is what I suggest.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). Think of your Customer Support or Customer Success teams. Don’t they have loads of insight into what’s bugging your Customers? this is what I suggest.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Experience Investigators by 360Connext

OCTOBER 22, 2014

I want to stop being a customer. <- Of course this is a simplified version of what it takes to identify meaningful touchpoints. Other considerations should include who your customers actually are, what channels are most popular, and other data points. More Posts - Website Follow Me: The post What IS a Customer Touchpoint?

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. Link: [link]. Link: [link].

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Zeisler Consulting

OCTOBER 24, 2023

Oh, and it’s not on them…nobody starts a Customer-facing job because they don’t enjoy working with and helping people. Of course not.

Customer Centricity 93

Customer Centricity Retail Tips Course 93

BlueOcean

OCTOBER 8, 2021

I recently took the plunge with a certification program to hone my skills, and I’m happy to announce I’m now a newly minted certified customer service professional. spent years planning the roll out of smart meters to their customer base. But even more than that, I’m excited for this new age of customer experience we are in.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ShepHyken

AUGUST 6, 2019

Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers. Leaders need to start managing product teams differently, putting the focus on the customer rather than on products and deadlines. This is the way to succeed in today’s world.

Culture 116

Culture Customer Centricity Measurement Customer Expectations 116

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Of course, many people thought that it should have been a lot more. Are you thinking the same as me?

Customer Centricity 139

Customer Centricity Culture Government Course 139

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Gainsight

FEBRUARY 28, 2024

As a consultant, author, and founding partner of CMX, Carrie’s journey epitomizes the transformative power of community to foster belonging and drive meaningful change. So, as we navigate the ever-changing landscape of customer-centricity, let’s draw inspiration from these trailblazers. We’re moving toward a need.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. She was right, of course. And every year you do nothing about it. Why do you bother?”

Measurement 98

Measurement Tools Consulting Customer Centricity 98

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture Company Customer Centricity Travel 83

ijgolding

SEPTEMBER 29, 2016

Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, often without their knowing, we have become more seduced by numbers rather than words. Prior to his retail and consulting career, Stephen enjoyed a career in aviation, where he held both management and flying roles.

Effort Score 120

Effort Score NPS Analysis Course 120

Maz Iqbal

SEPTEMBER 23, 2014

What did the receptionists do with the “guest engagement” skills that they honed during the mandated training course? A resource for their goal: avoiding stressful encounters with angry customers: … they used their skills not to meet the target price point but to proactively offer rebates and refunds.

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting. Source: Unsplash.

Consulting 10

Consulting Customer Success Self Service Customer Centricity 10

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Talk is cheap.

Sports 118

Sports Leadership Customer Centricity Consulting 118