CEM Customer Centricity Employee Experience Management 
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.
PeopleMetrics
MAY 13, 2020
Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. Your goal is still to positively influence (and hopefully inspire) your employees.
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Clarabridge
OCTOBER 18, 2016
Every company’s customer experience team is going to have different goals. Most of them, however, have this one thing in common: they want to keep their customers around as long as possible. Can your customer experience management program possibly retain customers for life? Empower your managers.
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.
PeopleMetrics
JULY 20, 2020
After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". This activity alone with make your company 10x more customer-centric.
CX Journey
JANUARY 31, 2018
Your transformation efforts are much more likely to be successful when you incorporate some of the most basic tenets of change management. John Kotter's got his eight principles of change management , but I'm going to expand on those a bit and put things into customer experience management terms. Communicate.
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.
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