Articles
Tag: customer-centric
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What Innovative Customer Experience Leadership Looks Like
What actions can leaders take to ensure the customer experience consistently delivers and innovates for the people they serve?
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Rome Wasn't Built in a Day, But Your Customer Experience Strategy Can Be
It might be a controversial view, but I believe you can build a customer experience strategy in a day.
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Forget Digital Transformation – Just Become Digital
Think of the difference between digital transformation and being digital like the difference between a diet and a life of active and sustained wellness.
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Customer Experience Starts – and Stops – With Emotions
Making an emotional connection with customers can be difficult, but it’s worth it. Here's how to get started.
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New to Customer Experience? 3 Keys to Getting Started
CX programs are, by their nature, designed to be end-to-end and across all channels. This brings special challenges to brands new to CX.
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6 Traits of Customer-Centric Pros
What makes someone a standout customer experience professional?
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Watch for These Martech Challenges in 2021
Marketing executives share challenges they expect in the year ahead and tips on how best to prepare for the “end” of COVID.
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Here’s the Missing Piece to the Customer Experience Conversation
Delivering customer experiences requires constant innovation, but businesses need to connect the dots between CX and employee experiences to make it happen.
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Governments' Key Competitor Is Complexity
There is real hope that many governments are working to overcome the worst instincts of large political organizations.
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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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