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Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

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Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

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Are Surveys Really Customer-Centric?

Blake Morgan

When it was created it didn’t account for the explosion of digital customer experiences. Reichheld also agreed that many customer service managers find contact center agents gaming the system; with their pay tied to NPS, it’s not uncommon for agents to only seek high scores. She is the author of The Customer Of The Future.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

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How Voice of Customer (VoC) Programs Revolutionize Compliance in Financial Services

InMoment XI

RG 271 specifies that financial firms, including AFSLs, must have a fully functional internal dispute resolution (IDR) system in place. This system must acknowledge and record all complaints, respond to complaints within specified time frames, and include required information in responses.