InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

ECXO

MAY 11, 2023

Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value. ’ And being able to organise around your customers pays. Is your business truly customer-centric?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

ijgolding

JUNE 14, 2016

I often say that if I were to be given £5, or $5 for every time a member of the C-Suite stated that ‘customer centricity’ was ‘very important’ to their business, I would be a VERY rich man – but is it actually true! Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Blake Morgan

AUGUST 8, 2023

On every flight he took, Oscar came prepared with information passengers had provided at booking, as well as a simple system of the history of the passenger’s previous flights or surveys with United coded as green, yellow, or red. For regular updates on customer experience, sign up for her weekly newsletter here.

Airlines 52

Airlines Customer Focused Leadership Travel 52

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

CSM Magazine

JULY 18, 2023

Companies are understanding the need of adopting a customer-centric approach in order to remain competitive in difficult business circumstances. In this article, we will look at the redeveloped customer service landscape, delving into key trends and strategies that enable businesses to embrace customer-focused success.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

Blake Morgan

JULY 11, 2023

To have a complete view of customer data, Choice Hotels uses a variety of channels to get feedback, ranging from public channels like Google reviews to more private channels like a post-stay survey on the phone or through social media. In the competitive hospitality industry, staying close to customers and being adaptable is crucial.

Customer Focused 45

Customer Focused Data Strategy Hotels 45

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center? What defines a Customer-focused company?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

NobelBiz

NOVEMBER 2, 2020

This is not new information in the industry and the idea of a customer-centric call center has been around since the early 2010s. It’s not wrong, it’s just not future-proof, and those profits you keep focusing on by ignoring vital CX aspects could cost you in the long run. The answer to that is quite simple: priorities.

Call Center 52

Call Center Customer Centricity First Call Resolution How To 52

Kayako

AUGUST 23, 2017

Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.

Feedback 153

Feedback Survey Net Promoter Score Effort Score 153

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. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. What Exactly is Customer-Centricity?

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. My take is that the interview is combining elements of a survey and focus group. Interesting concept! One of more is sure to whet your appetite!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Horizon CX

MAY 19, 2023

A Customer Experience Manager can play a valuable role in leading organizational transformation, particularly when the transformation is focused on improving customer experience and driving customer-centricity.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

PeopleMetrics

OCTOBER 14, 2015

Antsy for Customer-Centric Cultures. For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee Engagement 48

Employee Engagement Customer Centricity Engagement Culture 48

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. then please complete our short survey – it is quick and easy to complete.

Customer Centricity 40

Customer Centricity B2C B2B System 40

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Every company needs multiple approaches to gathering feedback from customers. Those activities are: 3.1.1 Listening .

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

SurveySensum

JUNE 19, 2023

Understand Your Customer’s Needs and Expectations Personalize Customer Experience Streamline and Optimize Customer Service Processes Foster a Customer-Centric Company Culture Continuously Monitor and Improve Customer Satisfaction The Five P’s Wrapping Up! Trust me, these tips are game-changers.

Customer Satisfaction 52

Customer Satisfaction Tips Customer Centricity Net Promoter Score 52

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Zeisler Consulting

NOVEMBER 5, 2020

When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture. Lots of folks think this simply has to do with sending out, receiving, and analyzing surveys.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

Heart of the Customer

MARCH 12, 2019

Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change” appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

CloudCherry

SEPTEMBER 19, 2018

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team.

ROI 256

ROI Financial CEM Metrics 256

Lumoa

NOVEMBER 10, 2021

By making customer-centric decisions for everything from products and services to public statements and advertising campaigns, a company can optimize the customer journey through transformative customer experiences, thereby creating a more loyal and enriching customer-brand relationship.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?. PeopleMetrics LIVE!

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87