InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” Our hope is that this three-part series has given you much to consider about your organization’s customer experience efforts.

Sports 295

Sports Leadership Lifetime Customer ROI 295

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Blake Morgan

AUGUST 29, 2023

                 Running a contact center is one of the most challenging processes f or a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. So, what makes running one so difficult?

Contact Center 52

Contact Center Leadership Strategy Management 52

C3Centricity

JULY 20, 2020

Another recent post of mine concentrated on why companies fail in their adoption of a customer-first strategy. You can read it here: 7 reasons most companies fail to adopt a customer first strategy. This was a follow up to another popular post on what a customer-first strategy is, and what it isn’t. Click To Tweet. #2

Innovation 194

Innovation Leadership How To Marketing 194

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries. Leadership.

Customer Centricity 81

Customer Centricity Culture Customer Journeys Leadership 81

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 growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Maz Iqbal

DECEMBER 10, 2014

Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Tesco continues to struggle.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

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. Success Starts with Leadership. Customer engagement should be of the utmost importance when it comes to daily company operations.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

CX University

FEBRUARY 13, 2018

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Experience Investigators by 360Connext

FEBRUARY 9, 2015

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 ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. If that sounds familiar, it should.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Maz Iqbal

NOVEMBER 20, 2014

What Has Transformation To Do With Customer-Centric Business? What has this conversation to do with all things Customer and especially customer-centric business? How serious were we about this idea of making the Zappos brand be about the very best customer service? Everything. But we had a decision to make.

Customer Centricity 63

Customer Centricity Case Study Leadership Loyalty 63

Ian Williams

OCTOBER 31, 2016

The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. Customer centricity is somewhat of a curate’s egg, with some good bits and some bad bits. Not focusing on the customer would seem intuitively wrong.

Customer Centricity 40

Customer Centricity Exercises Culture Leadership 40

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

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights. ” Wow!

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It develops organically in response to the decisions, behaviors, and policies of the people in the business. What does a customer service culture look like?

Culture 139

Culture Customer Service How To Policies 139

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty. Customer Loyalty Factors.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing. That’s not how it works.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; Is it poor leadership? It is therefore no surprise that the more we hear about failure, the more we see and hear companies amplifying the rhetoric around their desire to do more for their customers. Is it fear of change? Is it arrogance?

Case Study 191

Case Study Retail Study Policies 191

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies Customer Centricity 152

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Often front-line teams have an excellent pulse on the customer’s wants and needs. Let employees make the call.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Zeisler Consulting

FEBRUARY 25, 2021

Over the years since, I often go back to that exchange and consider how that situation demonstrated a Customer Experience failure. If that’s the case, it’s a CX failure because, simply, the policy should be changed. On the other hand, if it’s simply a matter of authority , then that policy should be reviewed.

Policies 72

Policies Customer Centricity Culture Leadership 72

CX Journey

AUGUST 26, 2014

As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations. I think this is a critical component for change management for the customer experience.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Quadient

JUNE 21, 2021

3 customer experience trends transforming insurers’ customer communications. But as I optimistically-albeit cautiously-look at what 2021 may bring, it’s hard to miss some underlying customer experience trends shaking up customer communications in the insurance industry. Customer experience has gone phygital .

Insurance 52

Insurance Communication Trends Customer Experience 52

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. May offer less flexibility in terms of customization and integration, with pre-defined workflows and limited compatibility with other systems.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

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. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. I apologize for having to re-accommodate these customers. Customer centric? on March 2, 2017.

Airlines 181

Airlines Customer Centricity Policies Travel 181

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 313

Culture Sports Employee Engagement Leadership 313

Zeisler Consulting

MARCH 5, 2024

As my career has evolved into Customer Experience, that’s a sentiment (and catchphrase, for that matter) that I’ve carried along with me. Guardians at the gate, whose job, it seems, is to keep Customers from satisfactorily solving their issues, is one of the most common frustrations Customers have when dealing with brands.

Hotels 93

Hotels Conference Policies Customer Centricity 93

CX Journey

APRIL 5, 2017

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. These are essentials to ensure a successful customer experience transformation.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144