Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 4, 2017

‘Reliability doesn’t boost your #NPS but it sure can bring it down” -Graham Tutton VP Customer Insights @ComcastILLINOIS #CXDay pic.twitter.com/nbmyf1q6Dt. — There’s natural tension of both customer service and customer experience leaders wanting to do what’s right for customers.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Sports 71

Sports 2009 2022 Financial 71

CSM Magazine

JANUARY 30, 2024

Zappos Zappos, the online footwear and apparel trailblazer, has carved a niche by making customer service an art. They’ve earned accolades for their round-the-clock customer support, effortless return processes, and a corporate culture that values going above and beyond to delight customers.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

Maz Iqbal

OCTOBER 2, 2014

Filed under: Case Studies , Culture , Customer Experience , Customer Insight (inc VoC) , Customer Service , Management Tagged: customer experience , customer focus , customer obsession , customer service , customer-centric , Tesco.

Customer Centricity 76

Customer Centricity 2014 Culture Customer Focused 76

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

ijgolding

JUNE 9, 2015

If you work in the field of Customer Experience, you can self-assess your level of competence and that of the organisation you work in by answering the questions at the end of each competency description. A customer-centric organisation. Develops and delivers ongoing CX (Customer Experience) interaction training to employees.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

SurveySparrow

DECEMBER 27, 2023

Prioritizing Customer Success: The framework focuses on ensuring that customers achieve their goals using the product. This approach not only enhances customer satisfaction but also builds loyalty. Company-Wide Customer Focus: This involves creating a culture where customer feedback is a priority across all departments.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

Prioritizing Customer Success: The framework focuses on ensuring that customers achieve their goals using the product. This approach not only enhances customer satisfaction but also builds loyalty. Company-Wide Customer Focus: This involves creating a culture where customer feedback is a priority across all departments.

B2B 52

B2B Net Promoter Score NPS Feedback 52

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. Customer strategy. Focus on one customer issue.

Travel 204

Travel Hotels 2010 Customer Journey 204

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

AskNicely

AUGUST 29, 2018

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift. Connecting NPS-Based Customer Centricity to Business Growth. What is your NPS Score?

NPS 60

NPS Net Promoter Score 2018 2003 60

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 129

2018 Customer Experience Customer Centricity Culture 129

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Customer insights are only useful if they lead to action.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Peter Lavers

DECEMBER 21, 2017

Here are three independent expert blogs that are well worth regularly browsing for great insight and commentary in the world of customer management: Customer Insight Leader from Paul Laughlin. Nedbank – I have walked the customer centricity journey with this great bank for over a decade. 7WDATA from Yves Mulkers.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ClearAction

NOVEMBER 12, 2017

It’s about top management demonstrating an unquenchable thirst for customer insights. Story-telling about customers’ realities at every opportunity is essential. Conveying humility to adapt to customers’ priorities is a must. Wallpaper employees’ world” with customer insights.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Airlines 152

Airlines 2017 Metrics Social Media 152

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ClearAction

NOVEMBER 16, 2017

Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. Your hierarchy should probably be rank-ordered with customers at the top, followed by employees, suppliers, distributors, partners, investors, then competitors. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

BirdEye

NOVEMBER 8, 2023

Current and former employees can anonymously review companies and share insights about company culture, salaries, and the work environment. Businesses listed on Glassdoor can manage their employer reputation, attract top talent, and showcase a positive work culture.

Travel 57

Travel Hotels Social Media Healthcare 57

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. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Feedback 62

Feedback Social Media Banking Insights 62

Comm100

DECEMBER 19, 2017

It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. The following activities can help in making improvements: Gather customer experiences from the new system.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

SmartKarrot

SEPTEMBER 1, 2021

Role: Associate Director, Customer Success Location: London, England, United Kingdom Organization: Labcorp Drug Development As an Associate Director of Customer Success, you will develop and deploy a compelling vision and strategy for customer experience across the Clinical Trial Testing Solutions (CTTS) division.

Customer Success 19

Customer Success Advertising Customers Sales 19

Qualtrics

SEPTEMBER 1, 2015

Stock prices were way down, sales were dropping and customer service had dropped to the bottom of their priority list. Overhauling their culture to focus on customer obsession. Customer experience (CX) is an integral part of every industry. Why is it so hard to assess your company’s focus on customer obsession?

Culture 22

Culture Customer Centricity Download Metrics 22

C Space

DECEMBER 5, 2019

Looking over the last five years of Customer, Experienced data from over 100,000 consumers, the biggest lesson is this: customers don’t emphasize the functional aspects of the product or offering; price or sales; product packaging or marketing; store hours or facility cleanliness; shipping fees or delivery times. The Right Insight.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

OCTOBER 26, 2015

Without asking permission or questions, she had the power to make changes to the schedule and prioritize the customers needs over the convenience of the office. . Leadership buy-in is a critical step in scaling customer focus across your organization. Incentivize your employees to care for customers. So how can you do this?

Customer Experience 45

Customer Experience Hotels Leadership Customer Focused 45

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

delighted

MARCH 4, 2020

From there, it’s best to evaluate the following: How do you keep track of customer experiences, expectations, and sentiment? What if customers don’t proactively share their thoughts? What if you have valuable customer insights already, but they are trapped within siloed departments at your company?

Customer Experience Management 43

Customer Experience Management Definition Customer Experience Management 43

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Ashna Patel.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

CloudCherry

AUGUST 4, 2019

You need time to institute the voice of the customer (VoC) practices and take action based on authentic customer feedback. At its core, CX is all about changing organizational culture to center around customers, and change requires time to take root. Even so, you may be missing a wealth of customer insight.

Demo 236

Demo Customer Centricity Feedback Culture 236