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.

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

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

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.

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?

Staples’ Secret For Online Success? Extreme Customer Focus - Frank Reactions

Tema Frank

Extreme Customer Focus appeared first on Frank Reactions. Canada Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Retail Shows Social Media Usability ceo customer focus Staples Steve MatyasHard to imagine, given that Canada is still way behind when it comes to e-commerce, but Staples Canada was in the first wave of companies in the world to test the online waters.

What Does It Take To Be A Customer Focused Organization?

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.

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.

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.

5 Ways to Instill Customer Focused Values Throughout your Organization

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!

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.

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.”.

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.

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?

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.

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 Silent Issues that Destroy Customer-Focused Innovation

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.

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.

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

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.

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?

Starting a Culture of Customer-Focused Innovation

Customers That Stick

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HOW DHL BECAME MORE CUSTOMER-FOCUSED, WITH CCO SCOTT ALLISON

Customer Bliss

How does a logistics company shift its gears to become more customer-focused? Tell the Customer Story. When Scott started his role, like many other CCOs , he dedicated a lot of time talking to customers and senior leaders within various teams.

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 […].

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.

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.

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.

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.

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?

How to create a customer-focused content strategy based on question research

Retently

The answer may seem quite obvious: your content should be as customer-focused as possible. What customer-focused strategy is. Simply put, customer-focused strategy means putting your customer at the core of your business. Your customers.

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.

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

5 CX Essentials for Starting a Customer-Focused Business

Win the Customer

In order to succeed in any business, it’s critical to map out needs and wants of customers and prospects in order develop a business focused on meeting the customer experience expectations of its audience. Learn to Sell to the Right Customers.

15 Ways to Conduct Successful Customer Focus Groups

CSM Magazine

Maybe you are the owner of a small business who wants to find out what your customers are thinking. Maybe you work for a business, and your boss has assigned you to get some customer feedback. There is more to a focus group than just talking with a set of people.