ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Webinar Customers 182

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

JANUARY 5, 2021

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.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.

Customer Centricity 88

Customer Centricity Culture 2019 Customer Experience Design 88

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Leaders often have the customers in mind when they have these ideas. They want to do the right thing, but they get caught up in the idea of the moment instead of investing in truly customer-centric ideas for their long-term strategy. Blog Customer Experience Featured Opinion customer engagement leadership linkedin marketing'

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link.

Customer Centricity 139

Customer Centricity Customer Connectedness Brand Values Leadership 139

Kapta Customer Success

SEPTEMBER 18, 2023

Customer centricity is a process and a mindset shift. Learn what steps account management leadership can take to help transform the organization’s mindset.

Customer Centricity 59

Customer Centricity Management Leadership Customers 59

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Thematic

JULY 1, 2018

If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.0”

Customer Centricity 48

Customer Centricity Leadership Chief Customer Officer Webinar 48

ijgolding

JULY 25, 2017

Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. The misconnection between leadership and employees around the world is growing.

Customer Centricity 68

Customer Centricity Leadership Connections 2017 68

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Customer Bliss

AUGUST 1, 2019

He wanted to develop a strategy that engaged employees to always think about the customer and ways to help them succeed. Develop customer relationships. Jon knew that in order to be successful with customer centricity, customer relationships need to be nurtured. Foster customer advocacy.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

SurveyGizmo

JUNE 9, 2021

We are excited to have Brandi join our leadership team,” said David Roberts, CEO of Alchemer. She has the customer-experience history to help our customers achieve maximum value from the Alchemer platform.”. I love creating teams that are relentless in addressing customer needs, and that makes Alchemer a great fit for me.”.

Leadership 98

Leadership 2021 Customer Centricity NPS 98

SurveyGizmo

MARCH 15, 2021

Every customer now looks for ways to do business both online and in-person according to their unique needs and situation. And the most progressive organizations are embracing strategies focused on customer-centricity. However, all of this only works if you have a corresponding transformation to employee-centricity.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Experience 90

Peter Lavers

JUNE 28, 2021

Customer centricity is a term that has been around for a number of years, but what does it mean in a business-to-business environment and how do we turn the words into a change in the way in which our businesses are run? What customer centricity means to our panellists? Alan Thompson. Read the summary here.

Customer Centricity 52

Customer Centricity Leadership Events Customers 52

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. On your marks…. Let's start …. The CX Feud!

Customer Centricity 96

Customer Centricity Leadership Net Promoter Score Magazine 96

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Maz Iqbal

DECEMBER 10, 2014

In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. ” What Can We Learn About The Challenge Of Building A Customer-Centric Organisation? Why does this matter?

Customer Centricity 110

Customer Centricity Government Retail Leadership 110

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. A common question is how can leaders create a customer-centric culture with engaged, motivated employees? They go hand in hand.

Leadership 97

Leadership Culture Customer Centricity 2020 97

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration.

NPS 260

NPS Customer Centricity Culture Automotive 260

Zeisler Consulting

AUGUST 19, 2020

I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture. How do you build a Customer-centric culture?

Customer Centricity 93

Customer Centricity Culture Contact Center Customers 93

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. Register now to join live or pre-order the recording!

Customer Centricity 52

Customer Centricity Webinar Culture 2021 52

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

Customer Centricity 182

Customer Centricity Chief Customer Officer Metrics 2016 182

Doing CX Right

SEPTEMBER 12, 2022

Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.

Customer Centricity 89

Customer Centricity Culture Customers Customer Experience 89

Thematic

APRIL 12, 2023

Additionally, the workflow or UI is not intuitive enough, or else not designed in a way that customers actually do the work! Another example is getting your executive leadership team to call detractors. We had our NPS scores feeding into a Slack channel, and when the CEO saw a zero, he’d follow up directly with the customer.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

ijgolding

OCTOBER 24, 2016

Whilst I do not proclaim to be a shining example of leadership myself, I am constantly looking for new ideas, knowledge and inspiration that will help me to become ever more effective in my specialism. David’s take on leadership applies to any organisation – anywhere in the world. You can read my column here!

Customer Centricity 85

Customer Centricity Leadership Entertainment Customers 85

ijgolding

MAY 17, 2017

Although I have never met him, or worked for his company, perhaps my biggest business hero of all – especially from a customer experience perspective, is the founder of Amazon, Jeff Bezos. Creating one of the most customer centric brands on the planet is obviously a major reason why. appeared first on I J Golding.

Customer Centricity 72

Customer Centricity Leadership Competitive Advantage Sports 72

TechSee

SEPTEMBER 20, 2018

This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104