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

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Experience Investigators by 360Connext

JULY 24, 2019

SportsClips offered haircuts in a sports-themed salon to create an experience for guys, instead of the standard salon serving women. Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. Youth sports, trying to be a good youth sport dad.

B2B 95

B2B Company B2C Customer Centricity 95

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

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. Customers are never satisfied.

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

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. After all, it stems from the top! Okay, okay, okay.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

ClearAction

APRIL 3, 2015

HR can make a difference in the company’s CX results by seeing their work within the bigger picture of external customers’ needs, and by helping executives establish a customer-focused big picture in strategy and culture. Related articles: 4 Customer Centric Culture Building Blocks.

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

SurveySparrow

MARCH 23, 2021

Write down the pain points that you solve for your customer. Here is Amazon’s positioning statement for you: “Our vision is to be the earth’s most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.”

Strategy 52

Strategy Marketing Apparel Brands 52

NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. 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. Companies have to look at where they are in the CX maturity level as of today.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. This is how customer-centricity is built.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

ClearAction

MAY 31, 2015

Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. How Human Resources Can Add Value to Customer Experience Excellence. Customers First, or Employees First ?

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

Customer Alignment

SEPTEMBER 27, 2017

1) ORGANISE AROUND THE CUSTOMER Customer Experience leaders have the right organisational structure that facilitates a customer centric culture. Too often we see that disciplines within a business are not structured and they don’t leverage skills and capabilities, with the customer in mind.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

Michel Falcon Experience

FEBRUARY 19, 2016

While I was able to learn a lot through free methods, like reading online articles on customer experience, and leveraged other affordable options by buying books, I knew it wasn’t enough. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ClearAction

NOVEMBER 21, 2015

Related articles: Customer Experience Improvement is a Team Sport. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customer Experience for the Future: Context is King. Are You a Customer Experience Action Hero? Photo purchased under license subscription from Shutterstock.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48