The Impact of a Customer-Centric Culture Transformation

CX Journey

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.

Customer Experience Commitment – 2016 Customer Centricity Research Findings

ijgolding

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.

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Customer Centric Culture – putting theory into practice

ijgolding

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.

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

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 Centricity Masterclass Highlights

Peter Lavers

Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is.

Customer-Centric Cultures Don’t Just Happen

PeopleMetrics

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

360Connext

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

MaritzCX

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.

Why Customer Centricity is a Lot Like Painting by Number

PeopleMetrics

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.

An Unconventional Take on Customer-Centric Business

Maz Iqbal

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

PeopleMetrics

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?

The Rise of the Customer-Centric Mindset

Amity

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?

Find, Win, Keep: A simple customer centric business strategy

ijgolding

Gary’s probing went as follows: ‘What is our strategy to sustainably FIND new customers?’ Back in 1999, the concept of the ‘customer journey’ did not really exist. I would have to pay significantly more to upgrade than if I were a new customer.

How do you know if a customer-centric strategy is working?

Customer Bliss

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.

The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

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.”

Customer Centricity and the curate’s egg

Ian Williams

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.

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

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.

Best Practices for Customer-Centric Decision Making

PeopleMetrics

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

Is Your Business Customer Centric?

Joe Rawlinson

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.

Take the Quiz: How Customer Centric Is Your Brand?

ICC Decision Services

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.

Invaluable Customer-Centricity Lessons From Tesco

Maz Iqbal

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.

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

ijgolding

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.

7 Things You Need for a Successful Customer-Centric Strategy

nanorep

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

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

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

PeopleMetrics

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

PeopleMetrics

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

Peter Lavers

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?

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

ijgolding

Jack Welch believed in people – employees AND customers. Although I have never met him, or worked for his company, perhaps my biggest business hero of all – especially from a customer experience perspective, is the founder of Amazon, Jeff Bezos.

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

C3Centricity

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.

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

PeopleMetrics

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. * * *.

Becoming a Customer-Centric Organization in 7 GIFs

Amity

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.

Brick by brick: Rebuilding Lego by rediscovering customer centricity

Bain

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.

Three Truths Proving Why Companies Should Be Customer-Centric

Amity

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.

4 Customer Centricity Lessons From My Visit to Costco

PeopleMetrics

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-Centric Roundup: June 2017

iPerceptions

We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month. Customer Experience

Simple Tactics to Create a Customer-Centric Company

Michel Falcon Experience

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

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Video: Four Ways to Enable Customer Centricity

Peppers and Rodgers

Tim Keefe of Peppers & Rogers Group breaks down the four steps businesses must take to get the most from their customer-focused investments. There’s more… To read the rest of this blog posting click here. or visit www.peppersandrogersgroup.com/blog. customercentricity

Customer-Centric Roundup: July 2016

iPerceptions

Digital Marketing Customer ExperienceIt’s summertime, and the digital marketing scene is heating up.

Customer-Centric Roundup: January 2017

iPerceptions

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.

Be Customer-Centric, It’s Worth It

CustomerGauge

As a Customer Success Manager, I can’t help but want to share the amazing customer-centricity displayed by one of my largest clients, H&R Block Canada. Everyone talks about being customer-centric, but this is an organization—I feel—that does a truly outstanding job displaying that through their actions, not just their words. The post Be Customer-Centric, It’s Worth It appeared first on CustomerGauge.