CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. Blueprint for customer-centricity. , When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony.

Books 182

Books Return on Investment Magazine Culture 182

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 119

Customer Centricity Culture Competitive Advantage Customers 119

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Always start with the culture; everything else flows from here. Do your core values speak to putting people first? Has it been deliberately designed to be customer-centric? A natural follow-on from culture is to consider the employee experience. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.

Customer Centricity 126

Customer Centricity Culture Customers Connections 126

ShepHyken

APRIL 12, 2019

Look for people with positive, goal-centric attitudes whose values align with the organization and make it clear that the customer’s needs come first. Joel Gottesman is a practicing attorney, customer service enthusiast, husband, father, and admirer of customer-centric brands.

Blog 111

Blog Customer Service Tourism Retail 111

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. ” In working with patient-centric health care organizations, I am seeing more hospitals changing their structure to deliver better, more seamless services to patients. Embrace transparency. Final thoughts.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. In your first days and weeks, you’ll likely introduce yourself to a lot of new people who are all interested to find out what your role is. “Uhh. Customer-centricity can be embedded in many places in a company’s strategy.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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 ? As you develop your business strategy, don’t forget to include the very people for whom you’re doing all the work.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Rotating the responsibility can help you get many people involved. Asking your best people to serve in this way can have a huge impact on the rest of the organization. Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. In your first days and weeks, you’ll likely introduce yourself to a lot of new people who are all interested to find out what your role is. “Uhh. Customer-centricity can be embedded in many places in a company’s strategy.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. And if you refuse to deal with people just because they are having a bad day, you’ll quickly find yourself short of customers.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

GetFeedback

JANUARY 15, 2020

But it’s also this unexpected component that makes it exciting for people who turn CX into a career. I love people. One of my favorite quotes is from Steve Wynn, a famous Las Vegas businessman: “Only people make people happy.”. But for me, I specialize in the people aspect of it. It’s really a culture change.

Culture 150

Culture Definition Feedback Government 150

Daniel Group

MAY 25, 2023

In our latest blog , I outline the powerful role that senior leaders can play in establishing what actually matters to the organization. People must know what the organization is striving to do and achieve. It is an ongoing process that really is more about changing the company culture. Cultural change takes time and effort.

Government 52

Government 2023 Culture Touchpoint 52

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Many people thought it was going to be much more. . Lots of Privacy Violations Betray a Culture Flaw.

Customer Centricity 139

Customer Centricity Culture Government Social Media 139

Beyond Philosophy

JUNE 17, 2019

There are three things in particular that drive me nuts at a restaurant, because they blatantly show that the restaurant is not customer centric. I cannot fathom why service people don’t simply write down who ordered what, especially when there are only two people at the table. It’s the Company Culture.

Customer Centricity 121

Customer Centricity Culture Consulting ROI 121

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. It can seem daunting, but you of all people should know small rituals can lead to large results. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Remember: People don’t care how much you know, until they know how much you care. Shep Hyken. Ross Clurman is co-founder and CEO of an Austin, Texas-based startup, COMNIO.

Blog 89

Blog Customer Service 2005 Social Media 89

ShepHyken

MARCH 16, 2018

Chip Bell is known for helping organizations create a customer-centric culture. Some people in service industries ask why they should bother making the customer-exchange a positive one. The post Guest Blog: You Serve Customers? In time, of course, it’s only natural that the light will dim. Is your light on?

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

SurveySensum

FEBRUARY 29, 2024

To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. When people love what they do, they’re all in – engaged, motivated, and super productive. So, what is the solution here? Sounds amazing right?

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture.

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Beyond Philosophy

MAY 7, 2020

People almost universally align on their distaste for their cable company. People would respond well to segmentation for cable company tech support, or at least I would. Identify the culture of your organization now and improve your customer-centricity. Do you love your cable company? .

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174

CX Accelerator

OCTOBER 28, 2020

Talk about holding to our values and being kind along the way as we collaborate with many people to improve CX in our organizations. link] As CX professionals, shouldn’t it be our aspiration to build a customer-centric culture in our organizations? When the work you put in is realized. Let yourself feel the pride.

Definition 281

Definition Culture Customer Centricity Blog 281

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. People are watching your every move. Excellent service is putting your employees first and building a culture that has them putting the customer first.”. Arming employees with knowledge and training is key.

Blog 0

Blog Customer Service Communication Customers 0

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. We use a Customer Experience Assessment model called Naive to Natural to assess our client’s Customer centricity, defining the level of Customer focus you have currently. I will start with the first area: People.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. The people in your organization have to be the right people. Understanding your customer experience mission will help you find these people.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

ijgolding

FEBRUARY 5, 2018

However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true. I have known Chris for a couple of years now.

Culture 105

Culture Measurement 2008 Books 105

Win the Customer

APRIL 18, 2023

In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. In this blog post, we will delve into the dangers of groupthink in customer experience journey mapping and explore how it can hinder progress and innovation.

Customer Experience 52

Customer Experience Customer Journey Mapping Competitive Advantage Customer Centricity 52

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. Stories can also make abstract concepts concrete for people.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. This is it, people. And people start talking about ways to focus on customers. 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? Or maybe he was the CEO.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Daniel Group

JULY 1, 2023

In my recent blog post titled “ Your Brand and Customer Experience: Is CX Part of Your Brand Now? According to a report by Esteban Kolsky, a customer experience strategist, 13% of dissatisfied customers will share their negative experiences with 15 or more people. ” I explore the vital connection between CX and the brand.

Brands 52

Brands 2023 B2B Touchpoint 52