Culture, Customer Centricity, Customer Insights and Customer Voice

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity

Customer Centricity Customers Culture Feedback

Customer Understanding: The Cornerstone of Customer-Centricity

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity

Customer Centricity Customers Culture Feedback

From Build to Integration: The Essentials of a Successful VoC Program

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” The bad news? How a VoC Program Benefits Businesses.

Feedback

Feedback Net Promoter Score Financial Customer Centricity

Voice of the Customer Best Practices: Unleashing the Power of CX

SurveySparrow

JULY 27, 2023

Did you know that customer-centric companies are 60% more profitable compared to their competitors? Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. This is where the voice of the customer (VOC) comes in. How Do You Get a Good Customer Voice?

Social Media

Social Media Net Promoter Score Customer Centricity Customer Voice

An Article On Customer Experience That Actually Makes Sense

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Article

Article Customer Experience Metrics Customer Journey Mapping

Seeking a New VOC Vendor? Here’s How to Make the Transition

CloudCherry

JANUARY 22, 2020

McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments. Such technology solutions “make it possible to tap many more customer voices beyond individuals with whom the business interacts the most. Don’t forget about culture.

White Paper

White Paper Social Media Feedback 2019

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018

2018 Customer Experience Customer Centricity Culture

Get Your Customer Support Team the Respect it Deserves

Playvox

SEPTEMBER 30, 2022

You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business. Make Your Customer Support Team’s Voice Heard.

Contact Center

Contact Center Article Customers Presentation

8 Steps to Help De-clutter and Re-think Your Customer Listening

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

Effort Score Customer Journey Social Media Call Center

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience

Customer Experience Customer Centricity Culture 2018

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journey Mapping

Customer Journey Mapping Communication Customer Centricity Customer Journey

How Well Do You Know the Six Customer Experience Performance Domains?

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition.

Customer Experience

Customer Experience Customer Experience Professionals ROI 2011

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer-Centricity Customer centricity refers to customer-oriented culture in the company.

Definition

Definition Net Promoter Score Customer Experience B2C

10 Examples: The Impact of Closed Loop on Customer Service

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Customer Service

Customer Service Social Media Loyalty Feedback

Customer Experience Strategy: An A to Z Glossary

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score

Net Promoter Score Customer Experience CEM B2C

The Right Insight

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. Robert Howie. There was nervous laughter.

Insights

Insights Net Promoter Score Competitive Advantage Culture

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Definition

Definition Net Promoter Score Customer Experience CEM

What is Voice of the Customer (VoC)?

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Why Implement a Voice of the Customer Program?

Multi-Channel

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage

How & why to restart your Voice of Customer program

Thematic

NOVEMBER 13, 2018

We have more data than ever before, but drawing insights from that data to actually understand your customers “voice” is extremely difficult. What is Voice of Customer (VOC)? Only this will allow your organization to be wholly customer centric with a focus on increasing customer satisfaction.

Voice of Customer

Voice of Customer Net Promoter Score ROI NPS

CXDNA Update

Customer Understanding: The Cornerstone of Customer-Centricity

Customer Understanding: The Cornerstone of Customer-Centricity

Trending Sources

From Build to Integration: The Essentials of a Successful VoC Program

Voice of the Customer Best Practices: Unleashing the Power of CX

An Article On Customer Experience That Actually Makes Sense

Seeking a New VOC Vendor? Here’s How to Make the Transition

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Get Your Customer Support Team the Respect it Deserves

8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Experience Challenges According to 15 CX Experts

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

How Well Do You Know the Six Customer Experience Performance Domains?

A to Z Guide to Customer Experience Definitions and Terms (Updated)

10 Examples: The Impact of Closed Loop on Customer Service

Customer Experience Strategy: An A to Z Glossary

The Right Insight

A to Z Guide to Customer Experience Definitions and Terms

What is Voice of the Customer (VoC)?

How & why to restart your Voice of Customer program

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