5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

How to Bring a Customer Focus Competency to Life

Customer Bliss

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

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Customer Focus Boosts Employee & Business Performance

Experience Matters

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. As you can see in the chart below: When senior executives care the most about customers’ needs, employees try their hardest and the companies have the best financial results. The next best place for senior executives to focus is on fulfilling the organizations Read More. Customer experience Employee Engagement

The Difference Between Customer Focus and… NOT

ShepHyken

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Is it easy for your customers or not?

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Is Your Mission Customer-Focused, or an Empty Promise?

Experience Investigators by 360Connext

What’s your customer experience mission? I have introduced the idea of customer experience to many people. When we get right down to it, they have a tough time determining what should be included in the customer experience mission.

How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

What Does It Take To Be A Customer Focused Organization?

Experience Investigators by 360Connext

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer.

Customer Focus Competency Recipe Cards In Action

Customer Bliss

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. They are: Customers as assets. Build a customer listening path.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Happy Customer Experience Day!

Free Webinar: How to Keep Your Service Teams Customer-Focused

CSM Magazine

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. Harriet Treadwell, Head of Customer Love, Butternut Box.

Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about.

5 Decision-Making Styles Of Customer-Focused CEOs

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

Three steps to create customer-focused change

Heart of the Customer

Customer experience (CX) is about change. They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer.

5 Traits of Customer-Focused Companies

Michel Falcon Experience

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience.

CX Journey™ Musings: Customer Focus - at What Cost?

CX Journey

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. It's all about customer focus. It's all about the customer. It's all about the customer experience. It's all customer experience.

5 Silent Issues that Destroy Customer-Focused Innovation

Experience Investigators by 360Connext

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. Customer experience is the most fun when we find those important a-ha moments.

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?

5 Habits of Highly Customer Focused Companies

CSM Magazine

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon.

To retain Customers focus on People Value instead of Products

One Millimeter Mindset

The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”.

Innovation Stems from Customer Focus

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: CIOs should be involved in customer experience. CIOs Should Be Involved in Customer Experience.

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

ijgolding

I am no more educated that the next man or woman – nor am I the global expert on Customer Experience. As a self-employed Customer Experience specialist, I barely have the time to respond to phone calls and emails – and I only have myself to answer to!

Leadership behaviors required to create a customer-focused culture

NewVoiceMedia

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line.

Starting a Culture of Customer-Focused Innovation

Customers That Stick

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Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused

Kerry Bodine

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. In other words: Ask not what your customers are doing with you. Instead, ask what your customers are trying to do, period. Customer Journeys

Planning for Crisis Management with a Customer Focus

Wired and Dangerous

Crisis management for a service issue requires customer logic. When organizations only apply financial, operational or public relations logic to hiccups involving customers, it invariably yields responses that fix the problem but leave customers unsatisfied and distrustful.

4 Steps To A Customer Focused Company Culture

Help.com

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. The curse of the short-term focus.

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?

12 Steps to a Customer-Focused Culture

CSM Magazine

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Involve Your Customers: No one knows what your customers want better than your customers.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

Building a strong customer-focused service culture

Eptica

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. All customers today want fast, accurate and comprehensive service, but increasingly they require more – they want to have meaningful conversations that engage them with the brand.

The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Not only is the focus on one idea, but really it’s just one word. A customer’s sales journey is different than a service or support journey.

Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”

Heart of the Customer

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […].

Why Do Customers Focus on seemingly Unimportant Things?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. The post Why Do Customers Focus on seemingly Unimportant Things?

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. greater customer lifetime value.

Shift to a Customer-Focused Gear: Top 4 Benefits and How to Get Started

Truthlab

Reading Time: 3 minutes One of the common, early missteps companies make when they try to re-focus an organization toward supporting CX goals is a failure to adopt the customer perspective. Customer Experience Ideas Leadership