Articles
Tag: customer-centric
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The Organization-Centric Universe
Ego, rigidity and complexity typify organizational-centric businesses, ones that believe that customer loyalty is a given.
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Develop a Customer Obsession Culture
The brands who are winning today recognize their current customers are in charge.
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The Customer-Centric Universe
The web has helped usher in a shift from an organization-centric universe to a customer-centric one. That’s the single biggest lesson I have learned in more than 20 years of consulting and writing about the web.
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Why Truly Customer-Centric Organizations Can't Do It Alone
If you’re like me, you roll your eyes when you hear someone talk about building a “customer-centric organization.” Why? Mainly because many organizations are only taking half-steps towards being truly customer-centric.
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CMSWire's Top 10 Customer Experience & Marketing Stories of 2016
If you want to understand the importance of customer experience (CX), just talk to Diane Magers, chair of the Wakefield, Mass.-based Customer Experience Professional Association (CXPA).
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Cultural Essentials for Digital Transformation
The essence of digital transformation is not technological, but rather about culture and attitude. We must shift from an organization-centric view of the world to a customer-centric one. Here are some of the essential characteristics of a truly customer-centric organization.
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Customer Experience Is a Year-Round Effort
Last week, companies around the world celebrated CX Day and Customer Service Week — two celebrations that focus on the importance of the customer experience. Without a doubt, this is a cause worthy of celebration.
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When the Communicator Met the Customer
Communicator: We’re delighted to announce that our new updated, redesigned and relaunched service is even easier to use than it has ever been. Customer: But it’s not.
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Why You Need Customer Focus (Because Who Wants to Be the Next Blockbuster?)
Tell customers what they want and need and disregard their priorities and preferences. That was the Mad Men way. Businesses could make huge profits without concern for their customers. Some even profited from their customers by penalizing them. Take Blockbuster.
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3 Ways Marketers Can Own the Customer Experience
How would your customers rate your ability to deliver relevant customer experiences? Are you confident your company is meeting the expectations of today’s digitally transformed world? More importantly, are you delivering the experiences your customers want and need? A recent study from the Economist Intelligence Unit found 86 percent of
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Customer Obsession Versus Organization Obsession
Customer obsession is the secret to success in a digital economy. Such a relentless focus on the customer requires a tremendous cultural shift for many organizations. Since its inception, Amazon has sought to be the most customer-centric company around.
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Commit to Customer Experience with a Company-Wide Strategy
A lot of moving parts go into creating exceptional customer experiences. Personalization, channels, translation, relevance and more all work together to capture the reduced attention span of today's online customer. But while all of these elements contribute to the customer experience, they won't get anywhere without company
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Testing is Not an Issue of Not Enough Money or Time
The key to digital transformation involves organizing around the customer. To do that you must continuously test with the customer. “We don’t have the budget or the time.
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Ode to the Customer Champion
You struggle every day within an organization that desperately needs you, yet resents you. They think that because you focus so much on the customer that you’re some do-gooder, that you’re not real management material, that you have no business-sense.
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