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.

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). The customer-focused experience needs to be built and honed as a skill.

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.

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 Centric Mission & Values

ClearAction

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.

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?

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.

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!

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?

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?

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. So what is Customer Experience?

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.

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.

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

ijgolding

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!

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.

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.

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.

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. Happy Customer Experience Day!

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.

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.

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.

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.

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.

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.

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?

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 customers’ experiences […].

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.

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.

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.

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.

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?

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?

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?

How To Build A Strong Customer Centric Team

CSM Magazine

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.

Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

For too many years, contact center measurements have been focused on efficiency instead of customer experience. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen through the ranks.

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes. Companies feel obligated to go on record as being customer-centric. Becoming Customer-Centric.

What does it mean to be “Customer Centric” and why is it important?

Chattermill

What does it mean to be “Customer Centric” and why is it important? customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. customer-centric.