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How To Cause Customer-Centricity By Shaping The Work Context (Part 2 of 3)

Maz Iqbal

To encourage and ensure that managers had a lived-experiential understanding of the work of each function and how it related to the work of other functions. Changed the work context so that cooperation was called forth between Housekeeping, Maintenance and the Front Desk (receptionists). Did management pursue this option?

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Customers change.

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Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

” I continue to outline why customer experience transformation efforts stall or slow. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Customers change.

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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

CMC Thought Leadership Principal, Beyond Philosophy. 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 customerschanging needs.” The author had several suggestions for building customer-centricity.

Culture 83
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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success

Totango

This new focus on the customer shined a light on the gaping holes many companies had in their customer success strategies, and they began to seek out a solution that could help them integrate customer-centric practices throughout their operations.

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Demand Shock

C Space

Demand Shock: Some companies are set up to manage disruption much better than others. This is not only hard to manage and bad for sales – as the photos of empty shelves in supermarkets and online recipes for DIY hand sanitizer are starting to show. This is where closeness to core customer groups plays another critical role.

Tourism 59
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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.