Remove Customer Centricity Remove Customer Change Related Topics

Ignore These Three Things To Guarantee A Sales Methodology Disastrophy

Forrester Digital Transformation

Age of the Customer Change Management customer centricity Customer EngagementSelecting, launching, and sustaining a new B2B sales methodology can be an overwhelming project for sales enablement teams.

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Culture Energy Is The Answer To Your Culture Challenges

Forrester Digital Transformation

Age of the Customer Change Management customer centricity customer experience customer obsession employee experience promotedThere's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more.

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How To Cause Customer-Centricity By Shaping The Work Context (Part 2 of 3)

Maz Iqbal

If you took part in the previous conversation you will have a good grasp of the work context that led to the receptionists running to-fro from the front desks to the problem rooms, seeking to keep rooms in reserve so that they were in a position to placate angry customers by moving them to a different-better room, and using their newly acquired guest engagement skills to negotiate with customers – offering them refunds, room rate reductions and/or vouchers.

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6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

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Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.

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Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? I am sure such behaviour wasn’t specified in his customer service manual; he took the initiative himself. Isn’t it time you let your own customer service people free to best serve your customers?

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customerschanging needs.” The author had several suggestions for building customer-centricity. These included getting C-level executive, customer-facing employee, and middle manager buy-in. Customer-centricity, in short, is not pervasively ‘people first’.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Expecting Miracles from Someone with No Customer Experience Background Some employees have been “volun-told” into customer experience positions because an executive heard that customer experience is important to the business. Why does change fatigue happen?

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Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” ” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it. Change is hard for humans.

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A Customer Churn Analysis Checklist

Totango

Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services. Customer Lifecycle

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5 Easy (and Effective) Routing Rules for Omnichannel

Comm100

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

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8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! This can be an overwhelming task, but it’s one that’s absolutely necessary as you continue your customer-driven work. 8 Steps to De-Clutter Your Customer Listening Data. Staying relevant to customers’ lives is crucial to growth.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. Expecting Miracles from Someone with No Customer Experience Background Some employees have been “volun-told” into customer experience positions because an executive heard that customer experience is important to the business. Why does change fatigue happen?

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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success

Totango

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!).

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Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Who are your customers? Instead, ask yourself who your customers really are. If you can’t give all these details about your customers, then you’re in serious trouble. Knowing your customers takes more than demographics. How are your customers changing?

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3 CX Stats That May Change How You Think About Digital Transformation

Avaya

But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. Just consider that 55% of companies cite “evolving customer behaviors and preferences” as their primary driver of digital change. In fact, I encourage you to be your own customer within your organization.

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5 Ways Customer Success Automation Can Maximize Your CS Team’s Time

Totango

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service.

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Techniques to Prioritize Your Customers’ Satisfaction

CSM Magazine

Moreover, their bad online review may make the company lose many potential customers. Also, caring about customer satisfaction literally pays off. It’s simply more cost-effective to retain your customers than to search for new ones. Be More Customer-Friendly Online.

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Demand Shock

C Space

The bigger risk is that the customers you lose may never return, limiting your future growth potential. She envisions a near future where the relationships companies form with customers play as vital a role in organizational operations and decision-making as big data and sales results.

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The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer

ChurnZero

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.

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Complacency or Innovation: You Decide

CX Journey

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. But it got me thinking beyond metrics to the broader customer experience.

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Customer Success Best Practices During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

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You’re Not Competing In The Category You Think You Are! (How to Find Out)

C3Centricity

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. How is this category changing? Understanding how the category is changing and more importantly why, will help you to understand it better. Are the changes making a difference to the category definition? - How are your customers changing?

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How Will Automation, AI and IoT Shape User Experience?

Answer Dash

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. However, with customer expectations constantly rising, businesses continue to fall behind. In order to future-proof their business, organisations need to be asking themselves not ‘what do customers want?’

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Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand

Maru Group

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. Typically, we would recommend: Leveraging past research and known customer pain and delight points.

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2021 Survey: The State of Journey Management & CX Measurement

Pointillist

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

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Brand matters… now more than ever

C Space

In the face of rapidly shifting customer expectations, it can be hard for brands to maintain relevance. Charles Trevail, CEO of C Space and Interbrand, delves into the recent changes in consumer behavior, and why, because of these changes, brands have more room to play than ever before. Charles Trevail is the Global CEO of C Space and Interbrand as well as the host of Outside In , a customer centricity podcast. Being a customer is emotional.

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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great experience for customers, here’s our advice for getting an edge: Read books. Customer What?

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De-Risking the First 90 Days for Your SaaS Customer

Amity

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. The result is some fresh perspectives on how CSMs can best address the people, process, technology, and organizational needs of their customers. Today’s customers demand more.

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Customer Experience Leaders & Laggards – What’s the Difference?

Customer Alignment

Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers? Leaders and Laggards face similar Customer Experience challenges. We believe that excellence in Customer Experience is based upon 5 principles.

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10+ Years Later: How Customer Experience Has Shaped The Banking Industry

Qualtrics

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. Making it difficult for customers to find a convenient branch.

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Aha! Why closing the feedback loop could be the best ever thing you do for your business

SurveySparrow

Customer feedback is one of the most effective tools that companies can use to stay relevant and keep making their offerings for their customers better. Getting open and honest feedback from your customers is not always easy as the question everyone throws around is- “What’s in it for me?” There is hardly an incentive for a customer to respond to a bunch of questions. But listening to what your customers say should be at the core of your business.

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A Conversation: De-Risking the First 90-Days for Your SaaS Customer

Amity

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers.

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