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.

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.

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.

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?

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?

Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. What Your People Need to be More Customer Focused.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 

ijgolding

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Why #CX Transformations Fail

CX Journey

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? Lots of effort has been put forth to improve the customer experience, with no apparent improvements.

Are Your Customers Persona Non Grata?

CX Journey

Have you thought about this question: "In your company, are customers persona non grata?" Can you see how this relates to your customers? For our customers, right? businesses every year due to poor customer service. The customer is an afterthought.

Amplify Your Transformation with CX Champions - Part 1

CX Journey

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts?

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. Penney’s case, its core customers appreciated getting good deals through discount sales.

Getting Employees to Care: Employee Engagement and Culture

PeopleMetrics

Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care?

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Hiring Customer-Ready Employees.

Customer Experience – that’s all just fluffy nonsense, isn’t it?

ijgolding

Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

How Human Resources Can Add Value to Customer Experience Excellence

ClearAction

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences.

What the Hell is Customer Experience?

CX Journey

Image courtesy of terry.1953 How ingrained is the customer and his perspective in your company''s DNA? That translates nicely to customer focus and to delivering a consistently great customer experience. To create (and to nurture) a customer.

People – Never Underestimate How Important They Are in the World of Customer Experience

ijgolding

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa.

Customer Journey Insights Increase Marketing Impact

ClearAction

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations.

9 essential traits of effective managers (and how HR can help)

Qualtrics

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. Where should you focus? We’ve uncovered the manager qualities that have the biggest impact on employee experience. Customer Focus.

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested.

ROI 90

Engagement and Culture are Related, But Different

CX Journey

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement.

How Barclays gets HR and business stakeholders more comfortable with X-data

Qualtrics

In this profile, she explains her start in HR, the value of a customer-centric viewpoint in HR, and how to make allies all across the business. I bring a customer-centric mindset from my banking past – only now my customers are employees”.

Getting Employee Buy-In for Your #CX Transformation

CX Journey

Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven.

Tools 194

The 10 Commandments of Customer Experience

CX Journey

Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey. Because employees know.

Your Most Important #CX Training Tool

CX Journey

Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

A Fish Rots from the Head Down

CX Journey

How would you feel if your employees did what you just did? But if you scratch your head and think that what you do is fine because you lead a team or lead the company - but wouldn't want your employees to act the same way - you are wrong.

Starbucks CEO Gets It, Does Yours?

Beyond Philosophy

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience. Our customers are likely to experience an increased level of anxiety and concern. I talk a lot about Customer-centricity of organizations.

Warby Parker and the Power of Genuine Micro Customer Experiences

Michel Falcon Experience

Is your company genuinely customer-centric or is it a marketing ploy?If The post Warby Parker and the Power of Genuine Micro Customer Experiences appeared first on Michel Falcon Customer and Employee Experience Expert

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Employee Satisfaction Surveys: Best practices and sample questions

Qualtrics

Improving employee satisfaction has been a goal of organizations since at least the 1930s, when psychologists began earnestly studying employee attitudes and how they were affected by the employer/employee relationship. From Employee Satisfaction to Employee Engagement.

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Blogs Employee Experience

Tête-à-Tête with Annette Franz, The Customer Experience Veteran

ProProfs Chat

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Check out her insights into customer support.

Call Centres – to be seen and not heard?

Customer Alignment

Call Centres are a key (human) touch point for engagement with customers. Are they being used as well as they should be, as an integral part of the Customer Experience? According to Five9, 70% of customers try customer service numbers first when they require help.

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. Competition is great for Customer Experience.

eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. Competition is great for Customer Experience.

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” The formula for success often didn’t even require gathering customer feedback, let alone responding to it.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE inContact

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Tête-à-Tête with Annette Franz, The Customer Service Veteran

ProProfs Chat

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Check out her insights into customer support.