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5 Strategies for CX Excellence

PeopleMetrics

If you want customers who love you, recommend, buy more and return, then treat your employees really well. Employee experience measurement is not optional - it’s essential to a customer-centric organization that is growing and thriving. They are the ones who make those things happen.

CX 163
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4 Actions to Exceed Customer Expectations

Beyond Philosophy

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. Reviewing: One thing all Customer-centric companies know is that Customer expectations change. What might have been enough last year, is not enough this year.

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You Can’t Legislate Customer Centricity

Beyond Philosophy

If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customer centricorganizations. Can you legislate a critical part of serving your Customers well in this way? The answer is No!

CEM 102
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Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centric organization should ask themselves this question: “What can I do today to create a better customer experience for our customer?”.

VOC 66
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Why Most Customer Experience Programs Fail

Beyond Philosophy

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity. Some organizations might not know.

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Putting the Power of Your People to Work for Customer Centricity

Beyond Philosophy

When you have this type of emotional connection with your employees, your organization can become the most naturally Customer-centric organization, at least in this first area of the nine. Happy and pleased as it applies to employees means fulfilled by their work and feeling like they are making a difference.

CEM 114
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eBay & PayPal’s Split is Good for Customers

Beyond Philosophy

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.