article thumbnail

35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

article thumbnail

A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™

C3Centricity

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

We Want To Be Customer-Centric: Now What!?

Experience Investigators by 360Connext

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging?

article thumbnail

How Aegon Is Reaping the Benefits of Customer Centricity

InMoment XI

Aegon’s ‘Connecting with Customers’ programme is an award winning programme which has delivered spectacular results for the business, colleagues and customers. In Iain O’Connor, Head of Customer Experience & Insight, Aegon has one of the best, along with other great CX leaders such as Claire Tidey, CwC Programme Manager.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

Maximising Customer Value: Answering Your Top Questions About Customer Centricity

C3Centricity

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below. What is a customer-first strategy?

article thumbnail

The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

article thumbnail

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

article thumbnail

Transforming the Digital Customer Support Journey

This not only requires a careful reassessment of existing customer support models, but also the implementation of modern customer-centric support solutions. But what digital solutions, or combination of solutions, are right for your organization and customer base?

article thumbnail

The Definitive Guide to Customer Centricity

What does it really mean to be customer-centric? In this guide, we dissect the buzzword, show you real-world examples of truly customer-centric brands, and give you tactics that you can leverage to lead customer-centricity at your organization.

article thumbnail

Why Organizations Looking to Deliver Extraordinary, Customer-Centric Experiences Must Continuously Improve their Customer Insights

Speaker: Tyler Andre, Michelle Buretta, Megan Burns, and Ron Dutta

How can we make sure we are building a strong alliance between CX and CI to make the right decisions for customers and de-risk decision-making? In this webinar you will learn: Ways to implement CI into your CX strategy. How to prove the business value of the CI & CX partnership.

article thumbnail

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. What communication channels do customers prefer?

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

In this presentation, we’ll inspire you with a blueprint to do this, including: An understanding of the path organizations must take to flip their thinking from delivering customer experiences, to truly being customer-centric in their operations.

article thumbnail

A Simple Guide to Stakeholder Engagement

This guide will take you through the different engagement tactics you can implement to help your company become more customer-centric. These changes, however, can only occur if programs are embedded into a company’s culture. So where to start?