C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Genesys showed that improving the experience for customers is the key to increasing retention, satisfaction and sales.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. The other player that has to be in there is leadership,” he said. “A Customer Retention Strategies from 25 CX Experts.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Customer Bliss

SEPTEMBER 6, 2016

How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 100

Customer Retention Leadership Company Strategy 100

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. The other player that has to be in there is leadership,” he said. “A Customer Retention Strategies from 25 CX Experts.

Culture 100

Culture Voice of Customer Fashion Strategy 100

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. Leadership commitment 8%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Beyond Philosophy

OCTOBER 21, 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.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success.

Customer Success 71

Customer Success Sales eBook Resources 71

Beyond Philosophy

OCTOBER 21, 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.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. But also, with toxic workplace environments.

Leadership 70

Leadership Conference Innovation Culture 70

ClientSuccess

JANUARY 11, 2023

Focus on customer retention and long-term ROI. By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success.

Customer Success 80

Customer Success eBook Loyalty Conference 80

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Service Untitled

JANUARY 10, 2011

Organizational leadership is responsible for communicating the vision and keeping it in front of the employees. Create a culture of trust. Employees need to trust each other as well as their leadership. Leadership needs to show how much they care for their employees and show recognition for efforts.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! However, we all know what it feels like to be a few pieces away from completing the picture, only to find that there are pieces missing!!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ijgolding

JANUARY 24, 2017

What is interesting about the Gulf Region is that increasing competition appears to be influencing the advancing continuous improvement culture. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike. In the United Arab Emirates alone, there are 46 banks – 46!!!

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Gainsight

JUNE 9, 2021

The end of this part of the keynote came with a fantastic reveal: a new study is being released today on the subject of retention, and how it affects value, and revenue of publicly traded companies. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success ROI Trends 98

CSM Magazine

JUNE 21, 2018

Organizations that fail to recognize the importance of CX are risking flaws that destroy customer loyalty and their futures. Blind Leadership. Unless a company begins at startup with a zealous customer focus, there is practically no chance for improvement without a consulting partner. Eliminate Customer Experience Flaws.

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

ClearAction

NOVEMBER 12, 2017

See how a British Columbia credit union adopted a customer-centric strategy as the company’s strategy, re-organized to align their leadership talents and functional accountability around customer experience, and achieved unanimous support among all managers and employees: Customer Experience ROI Trajectory.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Focus. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles. Michael Lowenstein, Ph.D.,

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Education Services Group

OCTOBER 27, 2020

The answers revealed that the biggest hurdles to monetizing CS and CS maturity were around culture and change management. the one I found the most interesting was the closing keynote with Thomas Lah , Executive Director of TSIA: “What I Learned after 82 Leadership Briefings”.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Often, employees are unable to have each other’s – and your customers’ – backs.

Culture 63

Culture Leadership Employee Experience Resources 63

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Anita Toth. Ashna Patel. Donna Weber.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Natalie Petouhof

SEPTEMBER 12, 2017

In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increasing productivity and motivation. Cultural resistance to change and. Legacy systems. Siloed data.

Competitive Advantage 56

Competitive Advantage Culture Innovation Software 56

One Millimeter Mindset

OCTOBER 4, 2018

When we are not curious about whether an issue impacting customers is, in fact, being addressed, we are irresponsible. So, why not let customer-focused questions move us one millimeter outside our departmental confines and comfort levels? How often does the customer finally alert us to a compromised relationship?

Customers 71

Customers Video Culture Customer Focused 71

SmartKarrot

NOVEMBER 24, 2021

The biggest challenge in getting the subscription model is the culture. It would help if you shifted your attention from being product-centric to customer-centric. . The era of the customer means that customers are now the priority and the ones helming company growth. Getting adequate leadership support .

Customer Centricity 10

Customer Centricity Multi-Channel Leadership Customer relationships 10

ChurnZero

JANUARY 15, 2021

Customer Success will transcend the bottom of the funnel. We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle.

Customer Success 52

Customer Success Effort Score Self Service eBook 52