INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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. MORE
This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. MORE
Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Customers’ orders must be serviced promptly and accurately. Customer-focused priorities organically produce desired results for employees, communities and stockholders. MORE
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service. MORE
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? MORE
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? MORE
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. MORE
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). The customer-focused experience needs to be built and honed as a skill. MORE
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? MORE
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. MORE
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. MORE
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. So what is Customer Experience? MORE
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. Happy Customer Experience Day! MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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! MORE
Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric. MORE
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. MORE
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 customers’ experiences […]. MORE
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? MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
I am no more educated that the next man or woman – nor am I the global expert on Customer Experience. As a self-employed Customer Experience specialist, I barely have the time to respond to phone calls and emails – and I only have myself to answer to! MORE
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? MORE
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. MORE
ijgolding
NOVEMBER 22, 2016
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.
360Connext
APRIL 9, 2015
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.
ijgolding
MARCH 10, 2016
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 Bliss
JANUARY 26, 2016
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). The customer-focused experience needs to be built and honed as a skill.
ClearAction
DECEMBER 13, 2017
Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Customers’ orders must be serviced promptly and accurately. Customer-focused priorities organically produce desired results for employees, communities and stockholders.
Kayako
JANUARY 24, 2018
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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Beyond Philosophy
OCTOBER 25, 2018
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?
ClearAction
DECEMBER 28, 2017
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!
ijgolding
JUNE 14, 2016
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.
CX Journey
JULY 5, 2017
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.
ijgolding
NOVEMBER 29, 2017
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?
|
ijgolding
NOVEMBER 30, 2015
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. So what is Customer Experience?
ClearAction
SEPTEMBER 27, 2018
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.
ijgolding
OCTOBER 3, 2016
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.
ijgolding
JULY 19, 2016
I am no more educated that the next man or woman – nor am I the global expert on Customer Experience. As a self-employed Customer Experience specialist, I barely have the time to respond to phone calls and emails – and I only have myself to answer to!
ijgolding
MAY 17, 2017
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.
CloudCherry
FEBRUARY 28, 2018
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.
ijgolding
JUNE 14, 2017
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.
360Connext
OCTOBER 6, 2014
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. Happy Customer Experience Day!
360Connext
MARCH 12, 2018
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.
Customer Bliss
NOVEMBER 28, 2017
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.
360Connext
FEBRUARY 9, 2015
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.
360Connext
MARCH 30, 2016
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.
Heart of the Customer
MARCH 12, 2019
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 customers’ experiences […].
ClearAction
DECEMBER 13, 2017
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.
ClearAction
DECEMBER 16, 2017
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.
Customer Bliss
JULY 19, 2018
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?
Michel Falcon Experience
SEPTEMBER 17, 2014
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?
CSM Magazine
SEPTEMBER 28, 2016
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.
Verint
AUGUST 21, 2017
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.
ClearAction
SEPTEMBER 3, 2018
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.
Peter Lavers
JULY 7, 2015
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?
Eptica
NOVEMBER 8, 2017
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?
CSM Magazine
JANUARY 29, 2018
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. The following points are all important questions to ask yourself about your own company’s approach to customer service.
PeopleMetrics
OCTOBER 14, 2015
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.
Rant And Rave
MAY 8, 2018
Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric.
COPC
APRIL 6, 2018
This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.
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