Alida

SEPTEMBER 8, 2022

A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships.

Customer Centricity 130

Customer Centricity Customer Focused Customers Customer Experience 130

InMoment XI

JANUARY 27, 2022

A customer-focused policy will view the long term impact this policy can have on a customer’s lifetime value and compare it against the financial impact that a customer centric policy will have on the business. This must be at the root of their reasoning as they advocate for the customer.,

Airlines 397

Airlines Customer Experience Policies Financial 397

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. Core values and incentives should be aligned to encourage customer-focused behavior.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

ECXO

FEBRUARY 20, 2025

In contrast, value selling takes a customer-focused approach. This approach, known as product selling, centers on the what rather than the why. For example, a bakery might advertise a cake by listing its ingredients and size.

Loyalty 300

Loyalty Competitive Advantage Advertising Feedback 300

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 317

Customer Experience Leadership Innovation Roadmap 317

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. So, come wrap up the year with us and gear up for an even more customer-focused year ahead.

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

TechSee

NOVEMBER 27, 2024

Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

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

ShepHyken

MAY 11, 2021

How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . “Empathy allows customer service agents to become customer-focused instead of self-focused.” Should customer service agents use scripts?

Customer Focused 173

Customer Focused Customer Service Customer Experience Communication 173

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. When employees are encouraged to adopt a customer-centric mindset, they are more attuned to identifying pain points and opportunities for improvement.

Innovation 478

Innovation e-support Culture Customer Centricity 478

BlueOcean

MAY 7, 2025

For customers, focus on the tangible benefits: faster resolution times, 24/7 availability, and elimination of frustrating hold times. When customers understand how a new technology will make their lives easier, adoption rates skyrocket. There’s fear around AI taking jobs, but that’s not how it typically plays out.

Technology 156

Technology Customer Experience CRM Average Handle Time 156

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

Blake Morgan

DECEMBER 30, 2024

He shares insights on building customer-focused cultures, fostering employee engagement, and blending emotional intelligence with operational excellence to deliver exceptional guest experiences. She is a customer experience futurist and author of three books on customer experience. ” To learn more visit www.8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

ECXO

OCTOBER 14, 2024

It’s time to shift focus towards your customers more significantly. Identify key areas for immediate improvement and consider how you can realign your strategies to be more customer-focused. – 30 points or below: It appears that a customer-centric approach is not a priority yet. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Kayako

APRIL 6, 2017

Conor Pendergrast , Success Coach at Expensify, says that they’ve involved customer facing teams in product development from day one: “We took a different approach with improving the product: we expect everyone to speak to customers on a daily basis, and use this to inform how our product needs to improve.

Feedback 310

Feedback Metrics Management Meeting 310

Blake Morgan

MARCH 11, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. Blake Morgan was called The Queen of CX by Meta.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! She is a customer experience futurist and author of three books on customer experience.

Leadership 72

Leadership Self Service Airlines Travel 72

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So, lets get right into it: In five words or less, what does CX mean to you? Five words are not easy!) So be ready.

Customer Experience 93

Customer Experience Sports Customer Service Training Video 93

Lumoa

JUNE 24, 2020

Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS )

Customer Experience 195

Customer Experience Customers Customer Focused 195

ECXO

SEPTEMBER 30, 2023

In this fantastic presentation organized by the European Customer Experience Organization (ECXO), Ilenia will share invaluable insights on how to break free from outdated product-centric mindsets and embrace a culture that thrives on customer-focused solutions and adaptability.

Meeting 296

Meeting Customer Centricity B2C Culture 296

ECXO

FEBRUARY 3, 2025

Example: A telecommunications company uses surveys to gather insights on customer satisfaction with their sales team, then makes adjustments to their outreach strategies based on the responses. By following these steps, your organization can create a proactive sales process thats not just efficient but also deeply customer-focused.

Sales 259

Sales Customer Experience e-support Examples 259

ShepHyken

DECEMBER 23, 2024

Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world? How can companies create a customer-focused experience from before a purchase to after?

Customer Experience 85

Customer Experience Handbook B2C B2B 85

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

NOVEMBER 26, 2024

While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994. Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy.

Brands 85

Brands Loyalty How To Policies 85

Blake Morgan

OCTOBER 22, 2024

These employees, in turn, provide exceptional customer service, setting the foundation for a thriving, customer-focused brand. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Employee Experience 59

Employee Experience Customer Experience Brands Hospitality 59

ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Loyalty Programs 88

Loyalty Programs Customer Service Training Video Customer Service 88

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

ECXO

JANUARY 21, 2025

Make Customer Experience a Strategic Priority Lesson: Never treat customer experience as an afterthought. Apexs downfall started when they dismissed customer complaints and feedback. To avoid this, build a customer-focused strategy that permeates every department, from product design to post-sales support.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

Blake Morgan

NOVEMBER 19, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. Blake Morgan was called “The Queen of CX” by Meta.

Loyalty 69

Loyalty Strategy Leadership Connections 69

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Ask for support and consensus as you paint the picture of what an ideal customer experience should look like.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

Customer Service 82

Customer Service Social Media B2B Chatbots 82