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?

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. That means living customer-centricity from the C-suite down. Culture is the foundation.

Customer Service 52

Customer Service Banking Consulting Events 52

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? Why Are Customer Experience Experts Important?

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

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. I hope you can join us!

Customer Centricity 52

Customer Centricity Webinar Culture 2021 52

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

Experience Investigators by 360Connext

MARCH 5, 2015

Take the time to hear customers each step of the way. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. The bar is so low for meeting expectations.

Customer Service 274

Customer Service Sports Social Media Communication 274

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

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

Experience Investigators by 360Connext

JUNE 3, 2015

So it’s up to the leaders of any organization to seek out your customer service superstars and discern the ways they make things just a little better for your customers. Here are some of the ways we’ve seen customer service superstars stand out: 1. appeared first on Customer Experience Consulting.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

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? which he wrote with Diane Magers.

Customer Experience 95

Customer Experience Customer Centricity Culture Leadership 95

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

Customer Guru

JANUARY 3, 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. Mr. Patel is a leading Customer Service Consultant in India.

Consulting 83

Consulting Customer Service Customer Centricity Transportation 83

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.

Customer Centricity 54

Customer Centricity Engagement Culture Insurance 54

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

Experience Investigators by 360Connext

JUNE 13, 2018

So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. This isn’t about wowing the customer every step of the way.

Customer Service 152

Customer Service Sports Communication Customer Centricity 152

ClearAction

DECEMBER 12, 2017

Customer-Centric Hiring Builds Trust Lynn Hunsaker. When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. Vice president of marketing and sales, David Ridley explained: “We are a customer service business that just happens to fly airplanes.

Customer Centricity 54

Customer Centricity Airlines Culture Leadership 54

Experience Investigators by 360Connext

JANUARY 30, 2015

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer. missing-image.png");})(this);'' />. Spooky Microinteractions Linger.

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2013 Customer Service E-support 2014 252

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

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.

Customer Centricity 90

Customer Centricity Customer Experience Management Culture 90

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

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 121

Customer Centricity Culture Leadership Healthcare 121

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. Why is customer service a problematic aspect of the legal industry?

Customer Centricity 52

Customer Centricity Technology Social Media Reference 52

Michelli Experience

FEBRUARY 20, 2018

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer.

Customer Centricity 53

Customer Centricity Customer Experience Advertising Touchpoint 53

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.

Customer Centricity 52

Customer Centricity Culture Customers Measurement 52

ProProfs Chat

JUNE 5, 2020

Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown. The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Shep Hyken Keynote Speaker & Customer Service Expert.

Customer Service 143

Customer Service Social Media Culture Customer Centricity 143

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Can’t join live?

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

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.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Article 92

Article 2020 Customer Service Customer Retention 92

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. Value Center?

Customer Service 48

Customer Service Leadership Webinar Consulting 48

Maz Iqbal

SEPTEMBER 17, 2014

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. In this case, the consultant spend a month observing and talking with receptionists at various hotels. What did the consultants uncover?

Customer Centricity 100

Customer Centricity Hotels Customer Satisfaction Consulting 100

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service E-support Contact Center 2022 52

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

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. And, customer experience encompasses all of this.

Customer Centricity 40

Customer Centricity Sales Communication 2010 40

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

CSM Magazine

JANUARY 7, 2022

While there are numerous ways to delight your customers and have them rave about your service to others, here are my top ten tips for providing excellent customer service. Set the Standard for Outstanding Customer Service. Be Knowledgeable About Your Products and Services.

Customer Service 52

Customer Service Customer Experience Exceptional Customer Service Customer Service Representative 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

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Customer Service Training Customer Service Contact Center Customers 97