ijgolding
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.
CX University
MARCH 22, 2018
(Designing and starting up a customer-experience transformation, 2016). And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on. Designing and starting up a customer-experience transformation, 2016).
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CloudCherry
JANUARY 22, 2020
McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. 2010) Voice of the Customer.
CX Journey
JUNE 22, 2017
It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. CRM data, and more.
CX Journey
MAY 3, 2016
This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.
ClearAction
OCTOBER 25, 2018
Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.
Second to None
JANUARY 22, 2019
They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow? In 2016, 62.9 You succeed by chasing service to the customer. Finding Success in the Familiar. It all starts with how you think.”
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