Customer Centricity, Customer Engagement and Customer Experience Design

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

Customer Centricity is MORE than Customer Experience

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

Customer Centricity Customer Experience Advertising Touchpoint

4 Actions to Exceed Customer Expectations

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. This budget is earmarked to exceed Customer Expectations.

Customer Expectations

Customer Expectations Net Promoter Score Customer Centricity CEM

Webinars

Manual Call Reviews? Theres a Better Way!

MORE WEBINARS

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM

CEM Customer Centricity Customer Experience Management Customer Retention

Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. As you think about your current business or other future business possibilities, you might want to take a lesson on customer-centric design from the Girls Auto Clinic.

2005

2005 Customer Centricity Automotive Social Media

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score

Net Promoter Score CEM Books Customer Retention

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

NOVEMBER 4, 2014

The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM

CEM 2014 2011 2010

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020

2020 Customer Experience Magazine Consulting

What is Customer Experience? 20 Customer Experience terms, definitions, and resources

delighted

JULY 19, 2019

A customer experience program refers to the tools and processes used to implement your customer experience management strategy. A customer experience program should be unique to your organization. Further reading and resources: The 7 customer survey types for a world-class CX program.

Definition

Definition Customer Experience Net Promoter Score Customer Journey Mapping

Customers Aren’t Always Right: Courageous Leaders Need to Be

Michelli Experience

AUGUST 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership

Leadership Hotels Loyalty Customer Centricity

Customer Experience Conferences and Events to Attend in 2017

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Session topics include marketing technology strategy, customer experience design, and data and analytics.

2017

2017 Events Customer Experience Customer Journey Mapping

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. is a professional speaker and chief experience officer at The Michelli Experience. Better, Worse, Differentiating, and Extraordinary. Michelli, Ph.D.

Social Media

Social Media Customer Service Consulting Article

United Airlines: Big Data to the Rescue of the Passenger Experience?

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. My perspective likely varies greatly from someone who travels only during peak holiday periods or who watches the same customer-experience disaster video repeatedly.

Airlines

Airlines Travel Consulting Customer Experience Professionals

CX Lessons from 2016: 31 Customer Experience Pros Share Their Plans for 2017

Bold360

NOVEMBER 21, 2016

“While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers. (The Nicholas Webb. nickwebbcom.

2016

2016 2017 Customer Experience Social Media

Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. is a professional speaker and chief experience officer at The Michelli Experience. Better, Worse, Differentiating, and Extraordinary. Michelli, Ph.D.

Social Media

Social Media Customer Service Consulting Article

Mar 11 – Customer Success Jobs

SmartKarrot

MARCH 11, 2022

As a Trusted Advisor and Executive Sponsor, develop and maintain long-term relationships with stakeholders at your customers. Negotiate effectively with customers and partners and ensure that all Limeade contractual obligations and service commitments are met. Develop, test, and iterate on scaled playbooks and engagement strategies.

Customer Success

Customer Success Fashion Retail Consulting

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

Storyminers

JULY 29, 2016

Customer retention is most effective when you remain top of mind and valuable to your consumer using data points and e-commerce triggers. That said, one very straightforward way to increase customer loyalty is to 1) listen to what customers are saying, and 2) ACT on that insight. Want to read more from Emmelie?

B2C

B2C Customer Retention Brands Social Media

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software

Bold360

DECEMBER 1, 2016

He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.

Customer Experience

Customer Experience Customers Consulting E-support