Category Archives: Customer-Centric Culture

Team spirit

Growing a customer-centric culture – 5 top strategies to build employee buy-in

To deliver the exceptional customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across the enterprise. Research often shows that customers are willing to pay more for great experiences, and satisfied customers are more likely to maintain a long-term relationship with a company, and recommend it to others.

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Consistent cookies

Consistency: The secret ingredient for creating customer loyalty

As a CX consultant, I spend my workdays helping companies understand, improve, and even reinvent their customer experiences. As a result, I’ve become a much more discerning customer in my off time. I really pay attention to how I’m treated, what the communications feel like, and whether I feel good, bad, or indifferent after trying

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Solving Business Problems with Customer Communities

We’ve seen a massive growth of customer communities in recent years and they show no signs of disappearing. Thanks to the rise of social media and mobile devices, sharing information with peers and interacting with companies has never been easier. Empowered customers are now shaping business strategies, expecting consistent customer experiences with every product or

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Happy customer experience

Humanity 101: 5 Essentials for getting customer experience right

Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need. Too often, marketing and customer service are more about statistics — Net Promoter Scores, number of “likes”, and survey points — and less about actual

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Upset customer experience

Top 3 customer experience mistakes and how to avoid them

You know the old adage that recognizing there’s a problem is the first step? Many companies are realizing their customer experience needs to improve, or they risk losing business. To stay competitive, they get fired up with good intentions, but too often make some common mistakes that get in the way of meaningful results. Here

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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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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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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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