Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. ENABLE people to have a customer focused mindset.
7 Top Tips to Create a Customer-Centric Culture
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Tip 2 – Embed a customer experience framework.
Customer Centric Culture – putting theory into practice
MARCH 10, 2016
I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. All businesses have a Customer Experience – whether they are conscious of it or not. So simply talking about Customer Experience means nothing.
The Impact of a Customer-Centric Culture Transformation
MARCH 1, 2017
Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.
Becoming Customer-Centric: 5 Ways to Walk the Talk
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 ? Mention customers in your KPI’s.
Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle
OCTOBER 3, 2016
As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer.
Customer-Centric Culture Change (Video)
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video
Customer-Centric Cultures Don’t Just Happen
JANUARY 14, 2015
The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement.
3 Popular “Customer-Centric Ideas” that Totally Miss the Point
FEBRUARY 26, 2015
Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. “The Year of the Customer” …or other such labels for a new customer experience project. Words matter.
Engaging the Entire Company in Becoming More Customer Centric
JUNE 17, 2015
We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite.
Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership
OCTOBER 24, 2016
Every now and then I am told something about Customer Experience; or I hear someone speaking; or I read an article; and I get goose pimples all over! Their skills enable them to know what to do and when to do it with regards making decisions in the interests of the customer.
How do you know if a customer-centric strategy is working?
JANUARY 19, 2017
Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? Customer experience takes time.
Why Customer Centricity is a Lot Like Painting by Number
JUNE 18, 2015
A few days ago, a LinkedIn follower asked me about my advice to focus on one thing at a time in customer experience strategy. The process of painting by number mimics good customer experience strategy. First, outline your strategy for customer centricity.
The Rise of the Customer-Centric Mindset
MARCH 29, 2016
SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today?
An Unconventional Take on Customer-Centric Business
JUNE 16, 2015
Some of these generous folks think of me as thought leader in the Customer space. As a result when other folks are doing research in customer-centricity, customer strategy, customer experience they are told to reach out and ask me questions. Such questioning took place recently on the subject matter of customer-centricity. … Continue reading An Unconventional Take on Customer-Centric Business. Some folks are generous.
3 Reasons Why Customer Understanding Matters for Customer Centricity
JUNE 12, 2015
In customer experience management, we use transactional surveys to guide actions for customer centricity. Such exchanges are typically what prospective clients seek from customer experience software like ours. What’s the lifetime value of each customer type?
Customer Centricity and the curate’s egg
OCTOBER 31, 2016
The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. Customer centricity is somewhat of a curate’s egg, with some good bits and some bad bits. It would be very difficult for anyone to disagree that focusing on the customer is a bad thing. After all, it is the customers that ultimately pay all of our wages.
The Gospel of Customer Centricity for Improved Customer Experience
DECEMBER 18, 2014
The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.”
Is Your Business Customer Centric?
FEBRUARY 4, 2015
Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer. They’re Connected with the Customer.
Best Practices for Customer-Centric Decision Making
MARCH 1, 2017
Great customer experiences don’t just happen. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Know our customers."Listen
Take the Quiz: How Customer Centric Is Your Brand?
ICC Decision Services
MAY 18, 2016
Many retailers claim to be customer centric. Retailers that are customer centric demonstrate it on the sales floor every day. They provide a consistently great experience that revolves around the customer’s interests, behaviors (past, present, and future), and goals.
7 Things You Need for a Successful Customer-Centric Strategy
JUNE 22, 2016
It's easy to talk the customer-centric talk and walk the customer-centric walk but in today?s s going to take a lot more than that to convince your customers that you are in it for them. Your customers today are savvy and connected - and they know the difference between genuine commitment and hopping on a bandwagon s transparency obsessed marketplace, it?s
Invaluable Customer-Centricity Lessons From Tesco
DECEMBER 10, 2014
Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Because Tesco’s management ended up doing what management teams do: exploiting customers to extract surplus profits for the Tops and Shareholders.
How a Company Reacts to a Crisis Says a Lot About its Customer Centricity
NOVEMBER 1, 2015
The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity. In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website.
What Ants Can Show You About Employee Engagement & Customer Centricity
OCTOBER 14, 2015
Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. In company-centric cultures, 22% of employees are engaged, and four percent are fully engaged.
New Data Show Lack of Leadership Commitment to Customer Centricity
JUNE 16, 2015
DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1.
Customer Centric Operations
JULY 7, 2015
I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business. Is there a ‘single view’ of the customer?
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
MAY 22, 2016
The post Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity appeared first on C3Centricity. Marketing is an old profession. It’s been around for hundreds of years in one form or another.
Becoming a Customer-Centric Organization in 7 GIFs
FEBRUARY 12, 2016
When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves on a daily basis – “ What is my contribution to my ‘customer’ today? Communicate with your Customer.
How to Create a Customer-Centric Organization
FEBRUARY 7, 2012
Creating a customer-centric organization requires the very same spirit, the very same drive. Sure, the organization has to be guided by the right customer experience management philosophy – the vision to create an excellent customer experience with every customer interaction.
Three Truths Proving Why Companies Should Be Customer-Centric
FEBRUARY 24, 2017
Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success. Organizations that are aligned around their customers seek to understand the world through their eyes.
Amazon's Workplace Woes, and Leading Customer-Centric Cultures
SEPTEMBER 1, 2015
As we know from our work in helping companies build customer-centric cultures , leadership must be on board for any real cultural change. In our research, customer centricity works very well.) It can help you assess the customer centricity of your own culture. * * *.
Brick by brick: Rebuilding Lego by rediscovering customer centricity
OCTOBER 8, 2015
The high-velocity feedback allowed the company to adjust its approach and make critical improvements earlier in the process—for example, tweaking a model that customers noted was stubbornly askew. Teams became more collaborative in working toward the ultimate goal of delighting customers.
4 Customer Centricity Lessons From My Visit to Costco
JUNE 26, 2015
Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. To an on-the-fence new customer, early interaction with your customer experience is an exercise in discomfort.
Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?
DECEMBER 3, 2014
During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. They THINK that Customer Experience does not apply to them.
Customer-Centric Roundup: January 2017
FEBRUARY 7, 2017
Customer Experience2016 was a big year for digital marketing, but the world is constantly evolving. With innovations and consumer preferences rapidly changing, it's important to operate with a forward-thinking mindset.
Simple Tactics to Create a Customer-Centric Company
Michel Falcon Experience
NOVEMBER 14, 2016
When it comes to building a customer-centric company I know what systems need to be put into place to ensure you reach your goal. The post Simple Tactics to Create a Customer-Centric Company appeared first on Michel Falcon. customer-centric