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.
GetFeedback
MAY 24, 2019
When companies adopt NPS as a key metric, it inspires business growth, customer-centricity, and cross-functional alignment as different departments unite under the banner of decreasing detractors and increasing promoters. The next step is to mine the data to learn from customers, follow up with them, and make improvements.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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? Level 3: State of The Art.
GetFeedback
MAY 9, 2019
Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.
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.
Second to None
FEBRUARY 15, 2019
NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. While the metric is merely a number, it promotes a deeper philosophy surrounding a customer-centric business model. Customer Effort Score (CES). What is it?
ClearAction
DECEMBER 14, 2017
Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).
Expert insights. Personalized for you.
178 
Let's personalize your content