ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 129

2018 Customer Experience Customer Centricity Culture 129

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@Lynn_Teo.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Youth sports, trying to be a good youth sport dad.

B2B 95

B2B B2C Customer Centricity Sports 95

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Customer Alignment

SEPTEMBER 27, 2017

The bank was conceived nearly 30 years ago and was an industry disruptor from the very start –truly putting the customer at the heart of what it did. In 1989, very few had built businesses around customer needs; fortunately, things have changed considerably since then. Customer work, at first direct , is never done.

Customer Experience 40

Customer Experience Banking Innovation NPS 40