Contact Center Customer Centricity Customer Focused Employee Experience 
Playvox
FEBRUARY 6, 2024
Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.
Experience Investigators by 360Connext
JANUARY 5, 2021
They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Experience Investigators by 360Connext
APRIL 2, 2024
But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?
Experience Investigators by 360Connext
APRIL 2, 2024
But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?
Experience Investigators by 360Connext
FEBRUARY 1, 2022
They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!
CX Accelerator
JANUARY 11, 2021
The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Expert insights. Personalized for you.
83 
Let's personalize your content