Category Archives: Customer-Centric Culture

Gain insights from a customer community

Gaining Insights through a Customer Community

We think that a customer community is a great way to help make your organization more customer-centric. Creating a shared vision and strategy aligns your team around a single focus: the customer. Which in turn helps build strong internal relationships, communications and operations. By elevating the voice of the customer, the inner workings of your

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Breaking Up Silos With Customer Communities

In every organization, aligning the priorities of sales, marketing and customer service can be a challenge.  They’re each focused on different parts of the customer journey and can have a hard time viewing customer relationships holistically. That’s where social and customer community strategies come in, breaking up the traditional way of doing business and shattering

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Teamwork

Value Proposition 101 – Key steps to power your brand

People are not loyal to what satisfies them — they’re loyal to what they love. It’s not enough for a business to meet practical needs and pat themselves on the back for good “satisfaction” ratings. Satisfaction is not a differentiator; it’s a must. To really stand out, your business needs to deliver memorable experiences that

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Upset customer

5 signs you don’t have a customer-centric culture (and what to do about it)

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. Five signs you don’t have a customer-centric culture, and how to get

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Snowball effect

Crisis communications from a customer-centric perspective

An essential part of protecting your company’s reputation is being prepared with crisis management communications that effectively support your customers. Too often, this mission-critical messaging focuses inward, asking, “What do we want people to know?” But when your customers are negatively impacted, you need to view the crisis from their perspective. Reframe the conversation to

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Customer predictions

The New Black: Top Customer Experience Predictions for 2016

As you look ahead to 2016, it’s a good time to ponder: what’s the “new black” for improving customer experience? The Beyond the Arc team decided to play the role of #stylespotter and share some of our predictions. Leaders will retool their culture to become more customer-focused There’s an old saying that culture eats strategy

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VW logo

How a Brand Can Withstand Crisis

It’s not uncommon for a company or organization to face bad news that temporarily hurts its reputation. But not all reputation-harming news is the same degree of bad. For Volkswagen, what about the revelation that a group of its employees manipulated on-board software to falsify emissions results for 11 million diesel cars? Yeah, that’s about

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Building customer-centric culture

How well does your company deliver customer experience excellence (and how can you get help)?

Your goal is clear. You want to build more profitable customer relationships to grow the business. That means creating compelling experiences that delight your customers and deliver what they want. And that starts with your employees. Every employee from the front-line to the back office needs to clearly understand what a great experience looks like

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Customer Experience

5 Proven ways to optimize customer experience

In today’s highly competitive markets, consumers demand real value and exceptional experiences in return for brand loyalty. To optimize customer experience, businesses need to continuously raise the bar on how well they understand the customer and meet their needs. This becomes more challenging as technology and social business are evolving rapidly, which means organizations need

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