Experience Investigators by 360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. Instead of a stuffy, internally-focused corporate communication, this letter was customer-centric. Is customer-centric thinking in your DNA?

Customer Centricity 175

Customer Centricity Culture Customers Consulting 175

eglobalis

AUGUST 13, 2024

The seamless integration of hardware, software, and services creates an ecosystem that customers find hard to leave. The emotional connection is further strengthened by Apple’s customer-centric approach and consistent quality. Customers trust Apple to deliver a consistently high standard of performance.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

eglobalis

SEPTEMBER 11, 2024

Customer-Centric Mindset Among Employees Enhances Innovation: Employees who understand and prioritize customer needs are more likely to contribute to customer-focused innovations. Share the article for your business network: Unlock true CX innovation by empowering your employees. appeared first on Eglobalis.

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

OCTOBER 23, 2024

The following approaches will help you make the most of your bank branch to boost customer satisfaction: Create a “branch of the future” for your bank. Modern bank branches are transforming into consultation hubs. Adopt a consultative approach. This created a customer-centric culture that increased its revenue by 5%.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

InMoment XI

JANUARY 27, 2025

For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building. With these insights, agents can proactively offer solutions or products that align with the customer’s unspoken desires, turning every call into a chance to build revenue.

Call Center 195

Call Center Contact Center Social Media Apparel 195

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Experience Investigators by 360Connext

NOVEMBER 5, 2024

A sought-after speaker and consultant, she’s spent more than 25 years developing the field and practice of persuasive message design, with a particular focus on the principles and processes that build buy-in that lasts.

2024 143

2024 Banking Books Customer Centricity 143

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. To improve customer centricity in hospitality, innovation can no longer be purely physical or rational; we need to consider more emotional and relational ways to satisfy.

Hospitality 122

Hospitality Customer Centricity Hotels Return on Investment 122

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Experience Investigators by 360Connext

APRIL 9, 2015

Why is it so important to consider your customer experience mission as your brand promise? Without a customer-centric mission statement, however, you are only selling an idea (your brand promise) with no backbone to support it. More Posts - Website Follow Me: The post Is Your Mission Customer-Focused, or an Empty Promise?

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. Worry about your guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

OCTOBER 22, 2014

If you organize your touchpoints (the customer perspective) against your channel strategy (your company perspective), you can have a clear vision for where your priorities should lie. By creating a customer-centric vision for the future, you can continue to track what is working for your customers and what simply isn’t.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. What can we do to help our employees understand their connection to the customer? Contact us for help creating your customer-centric culture. Get In Touch.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. This customer-centric focus is becoming more critical as new generations change how they shop. Teens don’t hang out in shopping malls like their parents did.

B2B 285

B2B B2C Social Media Innovation 285

CX University

OCTOBER 31, 2024

Participants will gain knowledge and tools that can be immediately applied in their daily work, enabling them to enhance customer satisfaction and drive competitive differentiation within their organizations. His collaboration ensures that the program is tailored to meet the specific needs of the Spanish-speaking market.

Net Promoter Score 97

Net Promoter Score Customer Experience 2022 2024 97

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. .

Call Center 370

Call Center Customer Experience Measurement Financial 370

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

MARCH 5, 2015

Take the time to hear customers each step of the way. Customers have been trained in many industries to expect poor service. Customer-centric leaders should realize how these expectations weave into the experience overall, creating either delight or disappointment. The bar is so low for meeting expectations.

Customer Service 274

Customer Service Sports Social Media Communication 274

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

OCTOBER 5, 2022

Instead, consult with them in a way that helps them arrive at correct conclusions on their own. Digital Signage: Showcase filtered experience feedback views on a monitor or television to create a more customer-centric culture within an office environment (we even have Moment’s on display in every common space at InMoment HQ!).

Feedback 370

Feedback Customer Centricity NPS Definition 370

Experience Investigators by 360Connext

JUNE 3, 2015

The superstar saw a truly customer-centric solution and made it happen in a low-tech way. This is a superstar who could help the rest of her team learn how to really listen for the root causes in customer service. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

Experience Investigators by 360Connext

OCTOBER 17, 2018

We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Is that odd? Probably, but I’m doing it anyway! My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

JANUARY 15, 2015

Saying you’re customer-centric isn’t enough. But the execution of how they handled this was squarely company-focused, and not really about the customer. A few words of advice for translating your great intention into actual customer-centric communications : 1. Don’t assume.

Customer Centricity 229

Customer Centricity Communication Social Media Consulting 229

Experience Investigators by 360Connext

OCTOBER 6, 2014

Focusing on the actual journey your customers take, not just the one part of the journey your department oversees, is the only way to really ensure a customer journey that is seamless. Customer experience advocates are all about understanding the actual journey to make it better for all. Honesty is the best policy. ” 6.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. If your team is killing themselves to please the industry analysts, the customers are losing. Put customers front and center. And let them have a voice by including customer-centric key performance indicators in your reporting.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Experience Investigators by 360Connext

JUNE 24, 2015

The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

OCTOBER 1, 2014

Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting.

2013 274

2013 E-support 2014 Social Media 274

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy'

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face. A Trusted Partner in Your Customer-centric Transformation Journey. Marissa Feigen.

Customer Centricity 105

Customer Centricity Culture Customer Journey Mapping Banking 105

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160