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Customer Centric Culture in CX
[fsn_row][fsn_column width=”12″][fsn_text] Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. This is where emotional intelligence (EQ) emerges as a critical skill for CX professionals. Emotional intelligence, defined as the ability to recognize, understand, and…
In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions…
This article was originally published on nation.africa by Lucy Kiruthu, Management Consultant. Every first full week of October is special. That happens to be next week from 4th. For the last three decades, businesses worldwide have set the period aside to rejuvenate their customer service. Every first full week of October is special. That happens…
As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). So even before we…
I just returned from a wonderful annual conference of the Customer Experience Professionals Association at the Biltmore Waldorf Astoria, a Hilton property in Phoenix. The hotel, its service, and staff were well prepared- they know how to delight the customer, sometimes with surprises. For example, I walked into the Spa and was immediately greeted by…
Download the Sacred Cows eBook How does your organization hold up to the Sacred Cows test? eBook stocked with 11 Sacred Cows Case examples of each Sacred Cow Far too often I have heard practitioners say that they are challenged to get leadership support for their CX initiatives. Have you heard the same? I have…
Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization, not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries. Where is your organization? Patients are Powerful A consumer that is no longer satisfied with the inefficiencies and…
William Arthur Ward, one of America’s most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. “The pessimist complains about the world. The optimist expects it to change. The realist adjusts the sails.” Much has been…
Since the launch of CX University in late 2015, the Online Courses have been touted as the most comprehensive professional development courses offered on the market. After carefully cultivating and analyzing the testing scores of CXU learners over the past year, the results clearly show the difference CXU Online Courses make. Since the launch of…
Let me begin my latest rant, oh sorry, I mean blog, with a bold and underlined assertion. For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re probably thinking and saying to yourself, “This certainly isn’t the case within my organization.” To that, I would seriously…
Mastering Customer Centricity discusses the necessary steps you can take to truly delight and retain your customers. Watch as Mohamed Latib, CXU Founder and CEO, and SPLICE Software’s Janelle Boris discuss approaches to transform your organization to a customer centric enterprise. https://youtu.be/OVbxIDaYmMs Read the webinar overview: What were the top three take-away’s? Defining customer centricity & why it’s…
A conference attendee asked me last week what my most recent and best customer service experience was. I mean a game changer that was truly different and memorable. It was actually easier than normal to answer as my wife and I just shopped a retailer we had not been too previously in Oak Brook, Illinois…
For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched…
In this special article, I interview Jeffery Sears, CEO of PIRCH, to get his insight on customer experience. I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it…
If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a…
In the world of customer experience, what’s the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer’s needs, jobs, and perspectives do not play a part in this type of thinking; they aren’t taken…
CX journey mapping no longer lives within the confines of just customer journeys – organizations and practitioners have to expand their scopes to include employees as well since the two groups are so interconnected. Read and explore this infographic to learn more. Share on facebook Facebook Share on twitter Twitter Share on linkedin LinkedIn
