Customer Centricity

|Customer Centricity

Customer Centric Culture in CX

A Prerequisite for Customer Centricity and Transformative Growth

By |2018-02-13T01:15:29-04:00February 13th, 2018|Categories: Customer Centricity|Tags: , , , , |

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 talk [...]

My Experience Ruined by Moose

By |2017-06-02T09:29:18-04:00May 25th, 2017|Categories: Customer Centricity, Experience Design|Tags: , , , |

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 two [...]

The Eleven Sacred Cows of Customer Experience

By |2017-06-28T01:59:37-04:00April 5th, 2017|Categories: Customer Centricity, CX Strategy, Organizational Adoption of CX, Webinar|Tags: , , , , , , |

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 also heard that practitioners must make a case to win support. But to make a case one must have data, and in the absence of data (except for third [...]

Healthcare is On Notice by Patients

By |2017-06-02T09:29:18-04:00March 21st, 2017|Categories: Customer Centricity, Patient Experience|Tags: , , , |

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 paternalistic [...]

Adjusting Your Sails to Help Cultivate Human and Customer Centricity

By |2017-06-28T03:00:12-04:00March 6th, 2017|Categories: Customer Centricity|Tags: , , , |

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 said [...]

CXU 2016 Performance Results: Online Courses

By |2017-06-02T09:29:19-04:00February 27th, 2017|Categories: Customer Centricity, CX Strategy, Experience Design, Metrics and ROI, Organizational Adoption of CX, Press Release, VOC and Customer Insights|Tags: , , , , |

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 courses [...]

Is Customer Experience no more than a Checklist Exercise Based on Assumptions

By |2017-06-28T03:40:12-04:00November 7th, 2016|Categories: Customer Centricity, Experience Design|Tags: , , |

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 challenge [...]

Mastering Customer Centricity: Watch the Webinar

By |2017-06-28T03:47:32-04:00November 2nd, 2016|Categories: Customer Centricity, Webinar|Tags: , , , |

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. Read the webinar overview: What were the top three take-away’s? Defining customer centricity [...]

What a Sensational Customer Experience Looks, Feels, Smells, and Tastes Like

By |2018-11-18T04:29:18-04:00October 5th, 2016|Categories: Customer Centricity, CX Strategy, Experience Design|Tags: , , , , |

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 called [...]

The ‘Always On’ Enterprise

By |2017-06-02T09:29:20-04:00September 19th, 2016|Categories: Customer Centricity, Metrics and ROI, VOC and Customer Insights|Tags: , , , |

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 systems [...]

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