Shep Hyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

RateMyService

OCTOBER 13, 2023

Closing the Loop Internally The feedback loop isn’t limited to external customers; it extends to your employees as well. Here’s why this internal aspect is equally important: Employee engagement: Engaged employees are more likely to deliver exceptional customer service.

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

Beyond Philosophy

DECEMBER 11, 2014

This norm creates a culture where avoiding interaction with the Customers is acceptable. However, the idea that everyone should interact with Customers creates the most Customer-Centric organizations. The majority of a Senior Manager’s time is spent in meetings, not with Customers.

Customer Experience 134

Customer Experience Customer-Centric Organization Sales Customer Service 134

1 to 1

APRIL 6, 2015

When you think of a customer-centric organization, you may think of Starbucks, the Ritz-Carlton, or Zappos. Becoming customer-centric is the aspiration of many companies, yet few understand that getting there is a journey, not a destination. 1to1Media.com/weblog.

Customer-Centric Organization 39

Customer-Centric Organization Customer Loyalty Customer Service Customer Experience 39

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

SurveySensum

MAY 2, 2024

These examples will showcase how closing the loop isn’t just good practice but a game-changer in the quest for customer loyalty and business success. Impact of Closed Loop on Customer Service: 10 Brand Examples 1. The Power of Proactive Action Imagine Sarah, fuming after a buggy website purchase.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Qualtrics

MAY 30, 2019

Think about it— you’ve been speaking to a customer service agent for 10 minutes and you ask for a discount. The best customer-centric organizations start at the top. CX and company leaders must model the importance of customer-centricity and let it trickle down to employees. Adopt a top-down approach.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Beyond Philosophy

OCTOBER 8, 2014

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.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Beyond Philosophy

OCTOBER 21, 2014

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.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

Beyond Philosophy

SEPTEMBER 26, 2019

Management should relieve the wait staff of some of their duties or training them in customer service. Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience. If people were too busy to remember who ordered what, then management needed to address the issue.

Start-ups 110

Start-ups Entertainment Sales Customer-Centric Organization 110

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from.

Omnichannel 59

Omnichannel Customer-Centric Organization CRM Social Media 59

eglobalis

SEPTEMBER 16, 2024

Front-line staff, from sales representatives to support technicians, should be equipped with tools and training needed to address customer concerns quickly and empathetically. At a local level , training programs should focus on region-specific customer service skills.

B2B 298

B2B Customer Experience Touchpoint B2C 298

Qualtrics

NOVEMBER 16, 2021

“Initially, our focus area was on things like making it easier for a customer to submit a claim. However, by listening to the feedback we learned what mattered most to customers was faster processes and for customer service to be more accessible. Drive accountability and action.

Customer Experience 26

Customer Experience Close the Loop Scorecard Customer-Centric Organization 26

Beyond Philosophy

OCTOBER 21, 2014

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.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

Beyond Philosophy

OCTOBER 8, 2014

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.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

OCTOBER 8, 2014

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.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

SurveySensum

SEPTEMBER 14, 2020

Build a customer-centric organization from top to bottom and ensure that they adopt a digital-first approach. . Also, restructure the team or reallocate the resources as per the customer demands. Providing a chatbox that is linked to the brand’s customer service is a great way to improve customer experience.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

Help Scout

SEPTEMBER 18, 2018

Plenty of companies pay lip service to customer service being the heart of the business. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that.

Start-ups 40

Start-ups Customer-Centric Organization Sales Customer Service 40

Aquire

NOVEMBER 17, 2021

Upsell and cross-sell additional products or services 4. Provide superior customer service 6. Be a customer-centric organization 9. Survey customers properly. Create a customer loyalty program. Loyal customers should be rewarded appropriately for being long-term advocates of your brand.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

SurveySensum

JULY 2, 2023

Similar is the case with customer-centric businesses. If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Comm100

DECEMBER 1, 2017

This is the second biggest customer intelligence investment focus for 2018 — and one that 63% of businesses call a priority. Customer experience management tools (55%), customer service management tools (50%) and social media monitoring (50%), make up subsequent investment priorities. Download Now.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Zendesk

DECEMBER 1, 2020

For example, if you’re bringing AI to your customer service department and agents are worried about losing their job, managers need to communicate that jobs aren’t at risk. When rethinking business and operating processes, here are tactics to keep your focus on the bigger picture: how to deliver breakthrough value to your customer.

AI 98

AI Technology Technology Artificial Intelligence 98

PeopleMetrics

JULY 9, 2014

So naturally, we talk a lot about customer service stories gone bad. These experiences amaze and astound customers, build trust in a brand, and go viral on the internet. Hopefully, this has inspired you to deliver an even better customer experience in your own business. Customer Experience'

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

Zendesk

APRIL 12, 2021

But company culture differs from industry to industry, and in the world of customer support, you need to build your culture around your customers. Job seekers in customer service roles want to know that the work they do makes people happy. Why is being customer-centered important?

Net Promoter Score 98

Net Promoter Score Start-ups Customer-Centric Organization Social Media 98

Comm100

APRIL 25, 2019

In today’s world customers are already everywhere and they already demand service anytime and anywhere they want. The rules for customer experience aren’t changing. So how does a customer-centric organization go about managing all these new and legacy channels simultaneously? They’ve already changed.

Omnichannel 48

Omnichannel Customer Experience Start-ups Customer-Centric Organization 48

Comm100

APRIL 25, 2019

In today’s world customers are already everywhere and they already demand service anytime and anywhere they want. The rules for customer experience aren’t changing. So how does a customer-centric organization go about managing all these new and legacy channels simultaneously? They’ve already changed.

Omnichannel 40

Omnichannel Customer Experience Start-ups Customer-Centric Organization 40

SurveySensum

APRIL 7, 2023

This helps to prevent customer frustration and shows that the organization is proactive in its approach to customer service. When an organization is committed to proactive customer support and has the right tools in place, it sends a message to its employees that the customer is a top priority.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Customer Feedback 52

Beyond Philosophy

SEPTEMBER 16, 2021

Naïve organizations, if they even engaged in market research at all, would use their resources for product research. The transactional organization would perhaps include customer service in their product research. Enlightened companies would research customer feelings, like what delights or frustrates customers.

Pharmaceutical 88

Pharmaceutical Government Legal Customer-Centric Organization 88