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.

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

Customer Bliss

Use Employee and Customer Feedback to Solidify Your Organization’s Values and Messaging. When Scott Allison of DHL first stepped into his CCO role, he approached the work by looking at the four aspects of customer experience below: Internal Stakeholder management.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.

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Is Your Mission Customer-Focused, or an Empty Promise?

360Connext

What’s your customer experience mission? I have introduced the idea of customer experience to many people. When we get right down to it, they have a tough time determining what should be included in the customer experience mission.

How to Bring a Customer Focus Competency to Life

Customer Bliss

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). Establish a Customer Experience Development Process.

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.

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.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience.

Customer Centric Mission & Values

ClearAction

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Customers’ orders must be serviced promptly and accurately. We must experiment with new ideas.

Customer Centric Decisions

ClearAction

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How visible is it to your employees?

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it?

Becoming a Customer-Centric Organization

CSM Practice

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This is as a result of greater customer trust which reduces churn, increases renewals, and bolsters user adoption through referrals and testimonials.

The Art of Listening: A Key to Customer-Centricity

ClearAction

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. Consider internal customers as well as external customers in honing this skill. Get Over Me-Focused Listening!

CX Journey™ Musings: Customer Focus - at What Cost?

CX Journey

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. It's all about customer focus. It's all about the customer. It's all about the customer experience. The customer.

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

ijgolding

I am not looking for compensation or some form of sweetener to make up for a substandard experience. As a result of what I do for a living, I believe it is essential on occasion to let leaders learn from the unsatisfactory experiences that are often delivered by their organisations.

Secrets to Customer-Centric Business Growth

ClearAction

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. Your business can develop customer-centricity DNA.

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

ijgolding

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. You quite simply cannot ‘over’ communicate with anything that is core to your business AND customer strategy.

5 Ways to Instill Customer Focused Values Throughout your Organization

360Connext

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group.

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.

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company.

Becoming Customer-Centric: 5 Ways to Walk the Talk

360Connext

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.

Why Your Customer-Centric “Breakthrough” Is Not Working

360Connext

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Starting today, we focus on customers in a whole new way! And people start talking about ways to focus on customers.

Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

Heart of the Customer

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customersexperiences […].

5 Silent Issues that Destroy Customer-Focused Innovation

360Connext

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. Customer experience is the most fun when we find those important a-ha moments.

Customer Centric SWOT: Align Strategies to Customer Priorities

ClearAction

Customer Centric SWOT: Align Strategies to Customer Priorities Lynn Hunsaker. Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. What department will you focus on first?

Customer Centric Culture

ClearAction

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Customer-Centric Primary Motives: Making it easier and nicer for the customer to get and use solutions.

Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

Executives Leading a “Customers for Life” Culture—Customer Centricity

Verint

Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort. In fact, if I had to select a single characteristic of a truly customer-centric company, this would be it. They have senior executives who not only advocate for customers occasionally, but also weave the voices of customers and employees into their decision-making process.

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis?

5 Habits of Highly Customer Focused Companies

CSM Magazine

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon.

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.

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?

How to make your organization truly customer centric

Eptica

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

The ‘burning platform’ Customer Experience misjudgment: Do something about it now before it’s too late!

ijgolding

In the same way that a Victorian House should remain standing for hundreds of years if maintained correctly, a business should also exist indefinitely if it continually adapts to the changing needs and expectations of its customers.