GetFeedback

AUGUST 14, 2019

In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left. (You

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

ShepHyken

JULY 29, 2016

Your customer preferences could include: Medium of communication (e.g. Do they prefer formal, or informal communications?). Always remember the golden rule of customer service: Treat your customers the way they want to be treated. An open “conversational” view of every customer service exchange.

Blog 89

Blog Customer Service 2005 Social Media 89

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Customer Bliss

APRIL 27, 2018

In every silo’s pursuit of becoming customer centric, the cumulative effect may be causing survey fatigue and frustration to your customers who are receiving them. Take an inventory of all the surveys that go out to customers, when and why. This can be a painful process, but it is also necessary.

Effort Score 181

Effort Score Customer Journey Social Media Call Center 181

CX Journey

JUNE 17, 2019

First and foremost, you have to hire the right people (both management and individual contributors), i.e., those who fit your values and culture, a culture that should already be described as customer-centric. Trying to Imitate not Innovate Your culture and your customer experience are your own unique fingerprints.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33