Customer Focused Business Culture


Customer Focused Business Culture Tips. Creating a standout customer experience is an all-hands approach. Every employee needs to understand the importance of their individual contribution when it comes to customer happiness and the overall experience.

How to Bring a Customer Focus Competency to Life

Customer Bliss

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. Defining a clear processes for evaluating and understanding what customers need and value in improved or redesigned experiences. Establish a Customer Experience Development Process.

2016 166

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Is Your Mission Customer-Focused, or an Empty Promise?

Experience Investigators by 360Connext

What’s your customer experience mission? I have introduced the idea of customer experience to many people. When we get right down to it, they have a tough time determining what should be included in the customer experience mission. When beginning an initiative to improve the customer experience, referring back to the brand promise is essential. How do you want customers to experience your brand? The customer is the star of this statement.

2015 174

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

The Difference Between Customer Focus and… NOT


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. While it’s not that inconvenient to walk across the street from the parking lot to the building, not giving the closer parking spots to customers sends a message – not to the customers, who may or may not notice, but to the employees.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

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. Here are five ways to encourage your organization to become more focused on what matters – the customer. Happy Customer Experience Day!

2014 179

What Does It Take To Be A Customer Focused Organization?

Experience Investigators by 360Connext

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer. The business owner, the very one who said THIS would be a customer focused organization, has lost touch. Culture supporting a customer focused organization includes: Playfulness.

2014 186

The Myth of the Customer-Focused CX Leader

Heart of the Customer

our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer. Back in February (which feels like a century ago!),

Customer Focus Competency Recipe Cards In Action

Customer Bliss

It’s called The Human Duct Tape Show because CCO work often is akin to being a form of human duct tape — and if you want really actionable insights and plans in terms of how people broke down silos and stitched together cross-functionality in the name of the customer in huge companies, those episodes all have some great examples. What are the customer focus competency recipe cards and what are they based on? They are: Customers as assets.

2016 123

How does a customer-focused CEO make decisions?

Customer Bliss

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. How work is prioritized and understood comes from this clarity about the singular purpose, which is improving the lives of customers.

2017 158

Five Ways to Create the Customer-Focus Mindset


Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. 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.

2017 72

5 Rules for Driving Down Costs in a Customer-Focused Way

Beyond Philosophy

Look at the lifetime value of the customer. I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs. The VP of customer service was late and came into the workshop after about an hour looking fraught.

2020 141

Keep your customers focused and engaged


In a SaaS, measuring customer engagement allow you to get a comprehensive look at how your customer feels about your product. Most importantly, It also tells the likelihood of the customer turning into a long-term user. Four Customer Engagement Model. Customer Success

Customer Focus Boosts Employee & Business Performance

Experience Matters

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. The next best place for senior executives to focus is on fulfilling the organizations Read More. Customer experience Employee Engagement

5 Decision-Making Styles Of Customer-Focused CEOs

Customer Bliss

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. How work is prioritized and understood comes from this clarity about the singular purpose, which is improving the lives of customers.

2016 156

Three steps to create customer-focused change

Heart of the Customer

Customer experience (CX) is about change. 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. Culture Customer Experience Employee EngagementI wrote about this last week. But there’s a lot of confusion about the best way to create this change.

2017 78

Inspiring Ways to Create a Customer-Focused Experience within Retail

CSM Magazine

If you’re the owner of a retail business, then you’ll know more than most about the eternal struggle of getting customers through your doors. We’re in an age where customers can shop from anywhere – we don’t even have to leave our homes! Customer Service Articles

5 Habits of Highly Customer Focused Companies

CSM Magazine

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Habit #1: Delivering a great customer experience is a way of doing business – it’s not just a program. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company.

2016 77

Is Your Marketing Inadvertently Damaging Your Customer Focus?

Beyond Philosophy

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. It turns out that all of these areas contribute to the customer orientation of your organization.

5 Silent Issues that Destroy Customer-Focused Innovation

Experience Investigators by 360Connext

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. Customer experience is the most fun when we find those important a-ha moments.

2016 110

5 Traits of Customer-Focused Companies

Michel Falcon Experience

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. The post 5 Traits of Customer-Focused Companies appeared first on Michel Falcon Customer and Employee Experience Expert

2014 131

Starting a Culture of Customer-Focused Innovation

Customers That Stick

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How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. 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. What department will you focus on first?

2018 119

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

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? Does she spend time every month connecting with customers? Does she reach out to frontline employees to understand the customer’s challenges?

2014 131

Free Webinar: How to Keep Your Service Teams Customer-Focused

CSM Magazine

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. Harriet Treadwell, Head of Customer Love, Butternut Box.

Innovation Stems from Customer Focus


Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: CIOs should be involved in customer experience. CIOs Should Be Involved in Customer Experience. Chief information officers should be deeply involved in the customer journey from start to finish and co-lead customer experience initiatives at a company.

2017 50

12 Steps to a Customer-Focused Culture

CSM Magazine

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. Involve Your Customers: No one knows what your customers want better than your customers. Engage Your Team: Your team understands your customers and how to deliver the service they want. Be Customer-Focused: Put your customer needs ahead of your own.

2016 50

To retain Customers focus on People Value instead of Products

One Millimeter Mindset

The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”. As a result, not only do employees short sell their value when working with internal and external customers. Retain customers by focusing on people value instead of just on products and services.

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service Experience conference chaired by Esteban Kolsky, here is the long and short of top takeaways when it comes to customer service, customer engagement and customer experience from key speakers and analysts at the event: 1. Customer experience is how a customer feels about a company over time.

2015 87

Customer Focused CIOs Should Avoid Bimodal IT


Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

2017 43

Building a strong customer-focused service culture


Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Author: Anne-Merete Jensen Customer service and customer experience now involves the entire organization , and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. Gather insight from customers II.

2017 52

The 5 Rules for Driving Down Costs in a Customer Focused Way

Beyond Philosophy

The 5 Rules for Driving Down Costs Without Affecting Customers. This episode of The Intuitive Customer covers my 5 Rules for Driving down costs without affecting customers. The 5 Rules for Driving Down Costs Without Affecting Customers. Customer Experience Podcasts

2020 78

Emphasizing Customer-Focused Metrics in Non-Voice Channels


This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc.

The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Forrester's Customer Insights

Age of the Customer customer experience customer experience management government technology-driven innovationTechnology transformation is a fundamental lever to change the working of government overall.