Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Culture 24

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

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Customer Centricity Culture Return on Investment Customers 63

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. It’s all about creating the right culture! How the Apple Watch will take this NYC restaurant’s customer service to the next level by Caitlyn McGarry.

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2016 Article Airlines Customer Service 125

Daniel Group

NOVEMBER 9, 2024

Increase Customer Referrals , dives into the powerful impact of focusing on customer retention. I look into how rebalancing your strategy can turn satisfied customers into your most effective marketing asset, bringing in high-quality referrals while improving overall profitability.

Customer Retention 52

Customer Retention 2025 Marketing Loyalty 52

InMoment XI

FEBRUARY 14, 2024

By offering seamless integration between online and offline channels, businesses can capture sales from customers who prefer to shop across multiple channels, resulting in increased revenue. How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process.

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Omnichannel Customer Experience Social Media E Commerce 195

PeopleMetrics

JUNE 30, 2014

You know the familiar saying: “ Culture eats strategy for lunch ”? That’s because culture, like strategy, is intangible, soft and elusive. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired.

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Customer Centricity Culture Customer Retention Sales 111

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Workshop Leadership Books 71

InMoment XI

JULY 23, 2024

The Importance of Customer Experience in Ecommerce The importance of positive CX in ecommerce cannot be overstated. A positive ecommerce customer experience leads to higher customer retention, increased word-of-mouth referrals, and ultimately, higher sales.

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E Commerce Measurement Customer Experience E-support 195

Alida

JUNE 23, 2017

To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. “If If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. Customer retention in grocery business now more critical than ever.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

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Article 2018 Customer Service Customer Retention 94

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

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Customer Centricity Net Promoter Score Social Media Books 129

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

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Customer Experience Management Customer Experience Management 2024 195

ijgolding

MARCH 10, 2016

CUSTOMER service; CUSTOMER experience; CUSTOMER focus; are just three examples of combinations of words that are becoming easier and easier to SAY – in whatever industry a business leader represents, or wherever in the world their organisation operates. Changing the culture of an organisation is not easy.

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Customer Centricity Culture Definition Customer Experience Professionals 54

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

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Article 2020 Customer Service Customer Retention 95

ChurnZero

MARCH 22, 2019

We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. We had one of our portfolio companies with 60% of their headcount reporting up through CS, and that’s how they focused and was the culture of the business. How to measure the impact of churn on your company.

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Customer Retention Webinar Customer Centricity Definition 61

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. .

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Customer Success 2022 Culture 2021 113

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I If you’re guilty of any one (or more) of these, it might be time to consider changing your process. I love that!)

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2024 Article Customer Service Retail 88

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin.

2017 92

2017 Article Customer Service Contact Center 92

InMoment XI

OCTOBER 23, 2024

For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model. The insights provided opportunities for enhancing customer retention and satisfaction. This created a customer-centric culture that increased its revenue by 5%.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

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Customer Service Training Customer Service Contact Center Culture 106

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association.

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Workshop Customer Retention Events Culture 75

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Customer Retention Made Easy by Samir Palnitkar.

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Article 2018 Customer Service Airlines 90

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. Here are four reminders of what to do with that angry and upset customer. by Manish Nepal .

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Article 2018 Customer Service 2019 104

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? With them, and for them, on behalf of better serving each other and your customers. Then, take these next steps….

Workshop 72

Workshop Customer Retention Communication Culture 72

Customer Bliss

SEPTEMBER 6, 2016

How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 129

Customer Retention Leadership Books Metrics 129

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. The customer, and the customer’s loyalty, can never be taken for granted – a fact well-understood, and driven into the organizational DNA, by the CCO.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

C3Centricity

AUGUST 6, 2024

From reshaping ingrained company cultures to harnessing the power of big data, I’ll explore how industry leaders like Toyota, Salesforce, Target and Netflix have successfully navigated these challenges. times higher customer retention and 1.9 times higher customer retention and 1.9

Customer Centricity 62

Customer Centricity Culture Leadership Workshop 62

ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Article 14

Article 2022 Customer Service Rewards Programs 14

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. Follow on Twitter: @Hyken.

Article 19

Article 2019 Customer Service Contact Center 19

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. First, does employee-focus translate into customer-focus? Here’s why.

Engagement 63

Engagement Culture Workshop Employee Experience 63

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

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2023 Article Customer Service Loyalty Programs 14

Service Untitled

JANUARY 10, 2011

Create a culture of trust. Strong employee engagement cultures foster manager and leadership development. Taking the time to strategically foster employee engagement can be one of the most positive things an organization can do to affect the customer experience. Create a strong team environment.

Engagement 71

Engagement Leadership Culture Customer Retention 71

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. Let’s face it. It’s a challenging role. from Brand Promise through Post-Sales Service.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104