CX Accelerator

JANUARY 16, 2020

The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. As with any construction, getting the foundation right is key to the structural integrity of what you’re trying to build. Stage One, The Gate. In simple, yet specific terms, you must define your culture.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. As with any construction, getting the foundation right is key to the structural integrity of what you’re trying to build. Stage One, The Gate. In simple, yet specific terms, you must define your culture.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Intercom, Inc.

MARCH 14, 2019

And the purpose of working with them closely was to really listen to that feedback, to make sure that we had an active ear to folks that we thought were likely to give us constructive feedback and were the types of organization that we were looking to double down in terms of building more relationships with.”.

Customer Acquisition 178

Customer Acquisition Customer Feedback Customer-Centric Organization Construction 178

CX Journey

FEBRUARY 7, 2019

Interviewing and surveying customers are effective methods of learning what drives your target audience and appeals to them. There are more ways to gain customer insights, which I will share in upcoming articles. Constructed for every customer. Based on one “right way.” Drive internal employee alignment.

Customer-Centric Organization 43

Customer-Centric Organization Construction Touchpoint CX 43

Beyond Philosophy

SEPTEMBER 16, 2021

There are expectations that every customer brings to an experience. When you meet or exceed them, you often have a happy customer. Do customers have to phone different parts of the organization to get responses? Does an organization view the complete customer? Unfortunately, it can go the other way, too.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88