Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Think Customers

JUNE 16, 2015

on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. 1to1Media.com/weblog.

Healthcare 100

Healthcare Customer Centricity Hospitality 2015 100

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. With a firm understanding of what each customer segment wants, what drives them, and the way they interact with your company, you can design experiences to appeal to them.

Customer Centricity 115

Customer Centricity Hotels Competitive Advantage Customers 115

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. Task: Identify a “gap” in the customer experience journey. Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” It Had Better Be!

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Experience Investigators by 360Connext

MARCH 5, 2015

Take the time to hear customers each step of the way. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. The bar is so low for meeting expectations.

Customer Service 274

Customer Service Sports Social Media Communication 274

West Monroe

JUNE 26, 2018

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. The post 3 Enablers to Water Utility Customer Centricity appeared first on The Blend: A West Monroe Partners Blog.

Customer Centricity 40

Customer Centricity Loyalty Programs Financial Technology 40

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Contact Customers on their Preferred Channel.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

SaleMove

FEBRUARY 11, 2022

It’s the Ultimate in Customer-Centricity Virtually every company says they are focused on their customers more than ever before. The post Why Do Customers Love DCS So Much? appeared first on Glia Blog | Digital Customer Service Explained.

Customer Centricity 52

Customer Centricity Loyalty Blog Customers 52

SaleMove

FEBRUARY 11, 2022

It’s the Ultimate in Customer-Centricity Virtually every company says they are focused on their customers more than ever before. The post Why Do Customers Love DCS So Much? appeared first on Glia Blog | Digital Customer Service Explained.

Customer Centricity 52

Customer Centricity Loyalty Blog Customers 52

Optimove

JANUARY 11, 2024

Hoyne’s expertise will help marketers establish deeper and more meaningful connections with their customer base, leveraging data analytics and customer engagement to challenge conventional business approaches. Attendees can expect powerful, actionable tips to implement in their organizations.

Connections 80

Connections 2024 Customer Centricity Events 80

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. There are places in the customer journey you know aren’t working. Make sure they do. Keep learning!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

APRIL 9, 2015

Why is it so important to consider your customer experience mission as your brand promise? Without a customer-centric mission statement, however, you are only selling an idea (your brand promise) with no backbone to support it. More Posts - Website Follow Me: The post Is Your Mission Customer-Focused, or an Empty Promise?

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. All employees have the responsibility of providing customer value.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. This customer-centric focus is becoming more critical as new generations change how they shop. Teens don’t hang out in shopping malls like their parents did.

B2B 285

B2B B2C Social Media Innovation 285

Optimove

JANUARY 3, 2024

Following these recommendations now will uplevel your personalization efforts, increase customer lifetime value (CLV), and earn your customers’ loyalty for life. Adopt a Customer-Centric Data Strategy Begin your marketing efforts with a customer-centric data strategy as the foundation.

2025 59

2025 Marketing 2024 Customer Centricity 59

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Social Media Customer Journey 302

Experience Investigators by 360Connext

MARCH 9, 2015

If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore. I love blogs because they tackle topics in a timely way. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Optimove

JANUARY 11, 2024

Hoyne’s expertise will help marketers establish deeper and more meaningful connections with their customer base, leveraging data analytics and customer engagement to challenge conventional business approaches. Attendees can expect powerful, actionable tips to implement in their organizations.

Connections 52

Connections 2024 Customer Centricity Events 52

Think Customers

OCTOBER 20, 2015

Because of those small screens, companies should also make it easy for customers to navigate their mobile apps or mobile websites. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Yet as obvious as those requirements appear to be, many companies leave lot of room for improvement.

Customer Centricity 84

Customer Centricity Customer Experience Professionals Customers Blog 84

Beyond Philosophy

NOVEMBER 19, 2014

May it also create a Customer Experience that fosters Customer Loyalty and Retention, the hallmarks of a successful marketing campaign. If you enjoyed this post, you might be interested in the following blogs: Emotionally Engagement and Brand Loyalty: Procter and Gamble Gets it, Do You?

Net Promoter Score 125

Net Promoter Score Social Media Books Loyalty 125

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Experience Investigators by 360Connext

JANUARY 15, 2015

Saying you’re customer-centric isn’t enough. But the execution of how they handled this was squarely company-focused, and not really about the customer. A few words of advice for translating your great intention into actual customer-centric communications : 1. Don’t assume.

Customer Centricity 229

Customer Centricity Communication Social Media Consulting 229

Optimove

DECEMBER 28, 2023

This will enable you to tailor your offerings and interactions with unparalleled precision to create more seamless, personalized, and satisfying interactions between your customers and your brand. Invest in customer engagement strategies, such as loyalty programs, email marketing, and social media engagement, to keep customers coming back.

Marketing 69

Marketing 2024 Social Media Download 69

Think Customers

AUGUST 11, 2015

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Centricity 98

Customer Centricity Innovation Blog Customers 98

Think Customers

DECEMBER 29, 2015

According to The 2015 TeleTech Mobile Customer Study of 400+ U.S. adults, just 32 percent of bank customers rate their mobile experiences as "good" or "awesome" while satisfactions rates are even lower for health insurance and cable service customers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To Customer-Centricity Accelerates Success.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Optimove

AUGUST 3, 2023

Hoyne’s expertise will help marketers establish deeper and more meaningful connections with their customer base, leveraging data analytics and customer engagement to challenge conventional business approaches. Attendees can expect powerful, actionable tips to implement in their organizations.

Connections 52

Connections 2023 Customer Centricity Events 52

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. If your team is killing themselves to please the industry analysts, the customers are losing. Put customers front and center. And let them have a voice by including customer-centric key performance indicators in your reporting.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257