TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. It is founded on trust and confidence in the product, the brand’s website and their engaging communications. Customer demands are constantly evolving and we need to keep up with the changes.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Department leaders begin to envision ways they can improve their customer’s experience. The internal communications team sends a video of the speech to employees all over the globe.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face. A Trusted Partner in Your Customer-centric Transformation Journey. Customer Communications.

Customer Centricity 105

Customer Centricity Culture Customer Journey Mapping Banking 105

InMoment XI

JULY 19, 2023

To meet these demands, companies are turning to customer experience experts who possess the knowledge and skills to enhance CX platforms and drive customer-centric strategies. Who Are Customer Experience Experts? These technologies streamline interactions, personalize experiences, and enhance customer engagement.

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM 2001 116

InMoment XI

OCTOBER 5, 2022

Focus: Ensure that employees are focusing on the right things to drive a positive customer experience. Communication: Make sure communication is grounded in the customer experience. Visibility: Keep the customer experience front and center in employee’s minds. Strategy #2: Make Your Ideas Theirs.

Feedback 493

Feedback Customer Centricity NPS Definition 493

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Living the brand promise is another way of describing customer centric internal branding. Customers will certainly agree that actions speak louder than words.

Customer Centricity 59

Customer Centricity Brands 2010 Customer Satisfaction 59

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Customers 63

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. Guess what? Disseminate it.

Customer Centricity 89

Customer Centricity Culture Blog Reference 89

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

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer Centricity 54

Customer Centricity Innovation Magazine Customers 54

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

Quadient

JUNE 21, 2021

3 customer experience trends transforming insurers’ customer communications. But as I optimistically-albeit cautiously-look at what 2021 may bring, it’s hard to miss some underlying customer experience trends shaking up customer communications in the insurance industry. Andrea Haughton. Trust comes first .

Insurance 52

Insurance Communication Customer Experience 2021 52

ClearAction

DECEMBER 16, 2017

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback. .”

Customer Centricity 54

Customer Centricity Multi-Channel Banking Reference 54

ClearAction

DECEMBER 28, 2017

The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker. Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well.

Customer Centricity 72

Customer Centricity Customer Focused Culture Communication 72

Second to None

MAY 17, 2018

Trust is a key reason to open up these communication channels, because with the proliferation of purchasing options, customers are warier about choosing where to spend their cash. Another area where customer communication plays a major role is through an organization’s call-center or phoneline. 1] [link]. [2]

Communication 86

Communication Voice of Customer Call Center Brands 86

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

But saying “we have to be more customer-centric” simply doesn’t work. Your people need to understand what it means for YOUR company to deliver a great customer experience for YOUR customers. Here are a few steps you can take to get your company on the right path to truly becoming customer-centric.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. Johnson & Johnson has an excellent way of communicating their customer-centric priorities: 1) doctors, nurses, patients, parents; 2) employees; 3) communities; 4) stockholders.

Customer Centricity 59

Customer Centricity Customers Consulting Innovation 59

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. They would own the strategy, be a senior influencer across the business, and provide executive level communications.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. Create a sales liaison role.

Customer Centricity 40

Customer Centricity Sales Communication 2010 40

CSM Magazine

JUNE 24, 2021

The future of business is customer-centric. Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. They expect more from brands.

Customer Centricity 52

Customer Centricity Technology Social Media Reference 52

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Is that odd? Probably, but I’m doing it anyway! My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

APRIL 9, 2015

Your brand promise is a means for setting customer expectations , but is typically written from the company perspective. Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. appeared first on Customer Experience Consulting.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Experience Investigators by 360Connext

NOVEMBER 26, 2019

They’ve identified and instilled the values that matter — not just the process — which gives employees and customers alike a “why” to support the “what.” But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity.

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

CX Journey

DECEMBER 18, 2014

Therefore customer centric companies are likely to outperform their competitors, whose leaders cannot see beyond the next quarter’s financial results. Customer Centricity is about knowing who your best customers are – beyond demographics and persona definitions. customer experience customer-centric culture'

Customer Centricity 76

Customer Centricity Customer Experience Competitive Advantage Culture 76

Maz Iqbal

SEPTEMBER 17, 2014

Two, they put the receptionists through a soft skills training course to improve their communication and guest engagement. It looks like they hired a bunch of smart consultants. What did these smart consultants do. The consultants sought to understand the work context of the receptionists at InterLodge. Three things.

Customer Centricity 100

Customer Centricity Hotels Customer Satisfaction Consulting 100

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Experience Investigators by 360Connext

MARCH 28, 2018

They are, in essence, working against each other and the customers are paying for it when their expectations aren’t met. Your customer communication is self-serving or nonexistent. Customers have reported leaving simply because you’re not communicating effectively with them. Guess who fared better?

Feedback 259

Feedback Social Media Communication Customer Centricity 259

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

Experience Investigators by 360Connext

MARCH 5, 2015

Don’t communicate. If there is no communication, we can whip up a worst-case scenario faster than you can say Larry David. Deciding NOT to communicate is deciding TO disappoint. If the shipping is late or the product needs more time, communication is your best ally with customers. Communicate often.

Customer Service 274

Customer Service Sports Social Media Communication 274

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. It’s HR and communications executives who understand they have a culture that ignores the customer. The communication is always about action.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Strativity

FEBRUARY 5, 2018

Los Angeles – LRW, a leading global analytics and insights consultancy, announced today that it has completed the purchase of Strativity Group, an award-winning, global customer experience and culture design firm. www.LRWonline.com.

Consulting 40

Consulting Culture Innovation Customer Centricity 40

Horizon CX

MAY 19, 2023

Inadequate Communication: Communication breakdowns can hinder the success of organizational transformation. Clear and consistent communication is essential to ensure that employees understand the purpose, scope, and expected outcomes of the transformation.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52