InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers.

Airlines 529

Airlines Customer Experience 2022 Financial 529

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Books 266

Books Return on Investment Magazine Culture 266

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Customer Centricity 109

Customer Centricity Consulting Call Center Customers 109

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Becoming customer-centric will be the goal of most businesses this year.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

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

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Books 182

Books Return on Investment Magazine Culture 182

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Definition 107

Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is. It starts with Naïve, which are the least customer-focused companies and are unaware of it.

Customer Centricity 142

Customer Centricity Books Consulting Culture 142

PeopleMetrics

JULY 10, 2018

Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. I often get feedback from our clients’ employees who say they don’t know what it means to be customer-centric and certainly don’t know how to practice it.

Customer Centricity 66

Customer Centricity CEM 2001 Touchpoint 66

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. 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.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

ShepHyken

APRIL 18, 2022

Customer Understanding: Why Is It the Cornerstone of Customer-centricity? CX Journey) You can’t make any improvements, you can’t design an experience, you can’t transform anything, without customer understanding, without data and insights about your customers. by Annette Franz. (CX

Article 69

Article 2022 Customer Service Retail 69

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Maz Iqbal

NOVEMBER 20, 2014

What Has Transformation To Do With Customer-Centric Business? What has this conversation to do with all things Customer and especially customer-centric business? And let go of all the policies-practices-products-people that generate bad profits – profits made at the expense of your customers.

Customer Centricity 63

Customer Centricity 2003 Leadership 2008 63

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. The Common Method of Customer Experience Training. Set customer-centric expectations from the first interview.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Heart of the Customer

MARCH 12, 2019

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer?

Customer Focused 68

Customer Focused Books Customers Insights 68

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

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

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

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

Books 79

Books Social Media 2006 Blog 79

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

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

PeopleMetrics

JUNE 28, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

Peter Lavers

AUGUST 5, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Disconnected Strategy.

Customer Centricity 40

Customer Centricity 2016 Blog Customer Relationships 40

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Area #1: Technology.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. This is a lose-lose situation! Public Sector.

Customer Centricity 40

Customer Centricity B2C B2B Culture 40

ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

2019 92

2019 Article Customer Journey Mapping Customer Service 92

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. Companies that lack a Customer-focus don’t have mechanisms in place for the team, including senior management, to spend time with Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. My fascination with the ‘customer interface’ was born! Was HP a customer focused organisation at that time? Like many organisations, the focus switched (almost overnight), from being customer focused to being commercially focused.

Culture 105

Culture Measurement 2008 Books 105

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. Currently working at Qualtrics as a Sr.

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 5, 2017

Here, we move to the next level of Customer Experience, where we explore the deep-seated reasons why customers do what they do. I wrote a book about this question, The Intuitive Customer. But to summarize a general theme of the book, customers are irrational. How customer centric is your organization?

Banking 142

Banking Webinar Books Customer Centricity 142

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. He also leads his Customer-centric culture by example. Does your CEO get it, too?

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142