Experience Investigators by 360Connext

FEBRUARY 26, 2015

Leaders often have the customers in mind when they have these ideas. They want to do the right thing, but they get caught up in the idea of the moment instead of investing in truly customer-centric ideas for their long-term strategy. Blog Customer Experience Featured Opinion customer engagement leadership linkedin marketing'

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Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Investigators by 360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. Instead of a stuffy, internally-focused corporate communication, this letter was customer-centric. Is customer-centric thinking in your DNA?

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Customer Centricity Culture Customers Consulting 175

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. 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?” Once upon a time, there was a leader.

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Customer Centricity Customer Journey Mapping Culture Workshop 137

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. To improve customer centricity in hospitality, innovation can no longer be purely physical or rational; we need to consider more emotional and relational ways to satisfy.

Hospitality 107

Hospitality Customer Centricity Hotels Return on Investment 107

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

Zeisler Consulting

AUGUST 19, 2020

I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture. How do you build a Customer-centric culture?

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Customer Centricity Culture Contact Center Customers 93

CSM Magazine

FEBRUARY 8, 2021

Reuters Events are excited to announce their next free customer service & experience webinar: ‘Kickstarting Your Customer-Centric Culture.’. It is becoming clearer that top-class customer experience cannot be achieved without nurturing great employee experience. Register now to join live or pre-order the recording!

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Customer Centricity Webinar Culture 2021 52

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.)

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Customer Centricity Culture Return on Investment Customers 63

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published by MyCustomer.

Customer Centricity 59

Customer Centricity Engagement Culture Insurance 59

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?

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

Beyond Philosophy

JANUARY 26, 2015

One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centric” organizations.

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Customer Centricity CEM Books Government 103

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.

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Customer Centricity 2006 Customers Customer Experience 71

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.

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Customer Centricity Brands 2010 Customer Satisfaction 59

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. Originally published on CustomerThink.

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Customer Centricity Engagement Culture Insurance 54

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.

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Customer Centricity Consulting Call Center Customers 109

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.

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Customer Centricity Net Promoter Score Social Media Books 129

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? The post Customer Centric Action Plans appeared first on ClearAction Customer Experience Consulting. Originally published by MyCustomer.

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Customer Centricity Multi-Channel Banking Reference 54

Customer Guru

APRIL 10, 2018

Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. Given this understanding, how can we be customer-centric?

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Consulting Customer Service Customer Centricity Travel 110

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

Michelli Experience

FEBRUARY 21, 2018

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Customer Centricity | Infographic appeared first on Joseph Michelli. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.

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Customer Centricity Consulting Customers Customer Experience 40

ClearAction

DECEMBER 16, 2017

Customer Centric Listening Lynn Hunsaker. Listen to your customers’ experiences at the highest levels in your company to set customer-centricity standards. There’s no substitute for fresh unvarnished customer stories in aligning your culture to customers’ values and concerns.

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Customer Centricity Consumers Customers Culture 54

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

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Customer Experience Customer Centricity Culture Leadership 92

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.

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Customer Centricity Banking Airlines Customers 111

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer Centricity 54

Customer Centricity Sales Entertainment Government 54

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. .

Call Center 493

Call Center Customer Experience Measurement Financial 493

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Customers Culture 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.

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Customer Centricity Customer Focused Culture Communication 72

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. It requires ongoing effort and commitment. Seeking Result: Must Love Process.

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Customer Centricity Culture Leadership Customers 117

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.

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Customer Centricity Customers Consulting Innovation 59

CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

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Customer Centricity Airlines 2015 2017 67

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.

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Customer Centricity Employee Experience CEM Culture 114

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount.

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Insurance NPS Net Promoter Score Loyalty 260

Customer Guru

APRIL 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

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Customer Centricity Customer Experience Management Culture 90

InMoment XI

OCTOBER 5, 2022

Instead, consult with them in a way that helps them arrive at correct conclusions on their own. Digital Signage: Showcase filtered experience feedback views on a monitor or television to create a more customer-centric culture within an office environment (we even have Moment’s on display in every common space at InMoment HQ!).

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Feedback Customer Centricity NPS Definition 493

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Business realities are continually changing, and only a strong culture is going to help you respond to, capitalize on, and drive forward these changes in order to serve customers and show your business in the best light.

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Consulting Culture Customer Centricity Airlines 40

SurveySparrow

MARCH 11, 2020

Happy employees mean happy customers. It is the only thing that business owners need to keep in mind when they have a chance to create a customer-centric office culture. The potential advantages of having a customer-centric office culture. Effective Ways to Build a Great Customer-centric Culture.

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Customer Centricity Culture Customers Measurement 52

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The company’s leadership needs to be aligned with its customer experience goals.

Customer Centricity 120

Customer Centricity Culture Leadership Healthcare 120