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. Regularly assess what’s at-odds or in-harmony with your customer experience objectives.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. Many companies are striving to maximize employee engagement for financial reasons, or to be viewed as a great place to work, making it easier to attract and retain top talent.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

ClearAction

APRIL 3, 2015

Make sure employees buy into the Why not just the What. What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Customers First, or Employees First ?

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48