Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

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Customer Focused Customers Customer Experience Call Center 275

Customer Bliss

MARCH 16, 2017

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This behavior is a hallmark of CEOs obsessed with building customer-driven growth.

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Customer Focused Customers Customer Experience Leadership 188

Beyond Philosophy

OCTOBER 8, 2020

The post 5 Rules for Driving Down Costs in a Customer-Focused Way appeared first on CX Consulting. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer Focused Customers Call Center Customer Experience 173

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

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Customer Focused Culture Customers Contact Center 45

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill.

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Customer Focused Customers Chief Customer Officer Customer Experience 189

Beyond Philosophy

SEPTEMBER 11, 2021

You were just trying to market the latest brand effort to your new and existing customer base. Unfortunately, your marketing inadvertently damaged your customer focus. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you. How can we help?

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Customer Focused Customers Customer Centricity Marketing 78

Alida

SEPTEMBER 8, 2022

A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships.

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Customer Centricity Customer Focused Customers Customer Experience 130

Heart of the Customer

JUNE 18, 2020

The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […].

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Customer Focused Customers Customer Experience Customer Voice 107

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

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Customer Focused Customers Leadership Customer Experience 184

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? They genuinely want to engage with customers.

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Customer Focused Customers Customer Centricity Customer Experience 167

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

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Customer Focused Innovation Customers Customer Centricity 110

Experience Matters

MARCH 7, 2018

It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results. As you can see in the chart below: When senior executives care the most about customers’ needs, employees try their hardest and the companies have the best financial results.

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Customer Focused Customers Customer Experience Financial 89

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

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Customer Focused Customers Touchpoint Customer Service 108

Customer Bliss

JUNE 2, 2016

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. I get asked often what they are or what that means, so I thought a quick post clarifying customer focus competency would be in order.

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Customer Focused Customers Customer Experience Download 135

Michel Falcon Experience

DECEMBER 31, 2014

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience.

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Customer Focused Customers Customer Experience Employee Experience 167

ShepHyken

AUGUST 9, 2017

While good customer service training teaches the how-to’s, great customer service training goes into the mindset – and, that’s more than having a great attitude with lots of smiles and a warm personality. That’s important, but a customer-focused mindset goes beyond that. For information contact or www.hyken.com.

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Customer Focused Customer Service Training Customers Customer Service 85

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

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Customer Focused Customers Customer Service E Commerce 129

CustomerSuccessBox

AUGUST 31, 2021

And to get there, customer engagement is the only way forward. The post Keep your customers focused and engaged appeared first on. As long as they get value, they would keep using your product and also be your trusted advocate.

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Customer Focused Engagement Customers Customer Engagement 59

Heart of the Customer

JUNE 28, 2017

They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer. Immature CX practitioners often see themselves there to drive the business.

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Customer Focused Customers Customer Experience Culture 87

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process.

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Customer Focused Customer Centricity Customers Customer Experience 153

Cyara

SEPTEMBER 20, 2022

To spark innovation and help you unleash the power that flawless CX can have on the success of your business, we’re hosting Xchange, Cyara’s customer-focused CX event in Pittsburgh this Fall. Right now is the best time to reimagine CX!

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Customer Focused Events Customers Innovation 52

CSM Magazine

SEPTEMBER 7, 2021

If you’re worried about the levels of returning footfall within your business, then taking a closer look at the customer experience within your store could highlight a myriad of reasons why people aren’t returning or telling their friends and family to visit your store. Read on to find out more.

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Customer Focused Retail Customers Customer Centricity 52

CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Compare the above strategies to one $20 billion retailer who spends a few million dollars each year on customer surveys and mystery shops, but has failed to improve.

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Customer Focused Customers Airlines Loyalty 96

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. For more top takeaways from this year’s event, you can view many of the presentations here: CRM Evolution ; Customer Service Experience ; SpeechTek. Next year’s event brings these customer-focused conferences to Washington, DC, May 23 – 25, 2016.

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Customer Focused Customers Customer Service Customer Engagement 111

CSM Magazine

FEBRUARY 9, 2023

If you are looking to start an Airbnb business, it is essential to have a well-thought-out business plan. Before you jump into the world of renting out your property to travelers, it is important to consider all of the elements that go into a successful Airbnb business plan.

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Customer Focused Customers Customer Service Strategies Travel 52

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

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NPS Customer Centricity Customer Satisfaction Customer Focused 260

One Millimeter Mindset

FEBRUARY 25, 2019

The post To retain Customers focus on People Value instead of Products appeared first on Babette Ten Haken. Her playbook of communication hacks, Do YOU Mean Business? is available on Amazon.com. Babette’s speaker profile is on the espeakers platform. Image source: Fotolia.

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Customer Focused Customers Workshop Customer Satisfaction 74

Beyond Philosophy

OCTOBER 6, 2020

We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. The post The 5 Rules for Driving Down Costs in a Customer Focused Way appeared first on CX Consulting. This podcast is produced by Resonate Recordings.

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Customer Focused Customers Customer Experience Measurement 78

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture.

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Engagement Employee Experience Culture Feedback 529

Blueshift

MARCH 10, 2021

Have no fear — we’re recapping it all here, The post Webinar Recap: Creating A Customer-Focused Loyalty Strategy Based On Data with Lob appeared first on Blueshift. Couldn’t join us for our exclusive webinar with Lob, one of our leading direct mail partners?

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Customer Focused Loyalty Webinar Customers 52

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Make it easy for customers and your team to provide ongoing feedback about how to improve the service experience—both good and bad.

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Customer Focused Culture Customers Customer Service 56

Help Scout

AUGUST 22, 2023

Customer focus results in loyal customers, strategic decision making, & company growth. Learn how to foster customer focus in your business. Read the full article

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Customer Focused Customers Article 75

InMoment XI

JANUARY 27, 2022

A customer-focused policy will view the long term impact this policy can have on a customer’s lifetime value and compare it against the financial impact that a customer centric policy will have on the business. This must be at the root of their reasoning as they advocate for the customer.,

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Customer Experience Customers Airlines Customer Focused 529

Think Customers

JANUARY 26, 2016

Part of the reason McDonald's has misfired is that it lost touch with its customers' interests. But buoyed by a strong fourth quarter that beat analysts' expectations, McDonald's recent customer-focused turnaround appears to be putting some luster back in the golden arches. 1to1Media.com/weblog.

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Customer Focused Customers Sales Consumers 53

Kate Nasser

JUNE 21, 2018

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service. The post CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ appeared first on KateNasser.com.

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Customer Focused Customers Customer Service Culture 42

Win the Customer

JANUARY 8, 2016

The art of selling means understanding the essential needs and wants of your customers and being able to carefully plan and pitch your offerings and services in a way that is meaningful and attractive to potential customers. Have a Customer-Focused Business Plan. This is done with a business plan.

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Customer Focused Customers Return on Investment Metrics 69

ShepHyken

JANUARY 4, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken. For information contact or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXVII, Shep Hyken).

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Customer Focused Culture Customer Journey Mapping Customers 102