Customer Centric Culture – putting theory into practice

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. All businesses have a Customer Experience – whether they are conscious of it or not.

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.

Opinion or Reality? Does Customer Experience really make a difference?

ijgolding

I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference. On a weekly basis, Customer Experience Professionals all over the world are being challenged to demonstrate the ‘tangible’ value focusing on the Customer […]. I am also unlikely to be the last.

The wonderful sound of Customer Experience: Tales from South Africa

ijgolding

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. It would take me too long to write about every experience – because almost every one was good – even when it went wrong.

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It doesn’t bother me! What would the world be like if no-one cared about Customer Experience?

ijgolding

In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. Very often we will endure experiences that fail to meet our expectations but do NOTHING about it.

Understanding the Real Impact of Improving Customer Retention

ChurnZero

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices.

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. Thus, the term ‘customer service’ is not new.

How NOT to ask for customer feedback: a shocking example from Sky TV

ijgolding

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey.

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

ijgolding

I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. Whilst consumers can easily recall a failed experience, they find it less easy to remember a positive one.

How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? It’s all about customer-centricity.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity.

Customer Experience Best Practices: Empathy

PeopleMetrics

In customer experience management , those challenges can threaten how we relate to customers as people. We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. Customer journeys can be arduous.

The cost of NOT focussing on Customer Experience

ijgolding

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Ultimately, customers the world over are struggling to know what to expect when they interact with businesses in most industries.

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

ijgolding

Take ‘walking in the customers shoes’ for example. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’.

Re-defining NO! Re-focusing your people on the art of the possible

ijgolding

In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. the customer may ask….’it I dream of many things when it comes to the world of Customer Experience.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value.

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How to Improve Customer Experiences (Without Getting Egg on Your Face)

PeopleMetrics

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers.

B2B 99

Book Review – On Purpose – Delivering a branded customer experience people love

ijgolding

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 256

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

ijgolding

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure the true ‘end to end’ customer journey.

Loving Suppliers for Customer Experience Excellence

ClearAction

Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers?

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

Wootric CX Blog

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

Aligning Businesses to Customer Needs: an Exclusive Interview with Mr. Abhay Singh Chauhan, Customer Service Head, Avery Dennison

Customer Guru

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. Customers must buy by choice.

How to Use the CSAT Metric in Your CX Program

GetFeedback

Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure.

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from.

CX Experts We Love

Wootric CX Blog

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch.

How Best to Create a B2B Customer Survey

ChurnZero

So, even if you are working hand in glove with a client on a regular basis, the formal customer survey can be deployed to great effect, garnering answers you never thought about, and identifying pain points or positive reactions that your clients may not have revealed to you otherwise.

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Expert Tips from Customer Success Leaders

ChurnZero

RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

Common Customer Experience Mistakes

Chattermill

Common Customer Experience Mistakes. customer experience. A great customer experience has a positive impact on revenues. If you look after customers they will look after you. Avoid these customer experience mistakes and find out how to avoid them.

Report: The State of Customer Journey Management and CX Measurement

Pointillist

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. VP of Customer Success - Bluecore.

CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017

Bold360

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. It entices me to imagine what awaits us in 2017 for customer service.

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Customer Service