Articles
Tag: customer-centricity
-
Money and a Mandate Aren't Enough for Great Customer Experience
Three success factors can make or break a CX initiative: cooperation, integration and enterprise planning and support.
Continue reading...
-
Digital Customer Experience Lessons From Getting My Car Serviced
How did my car dealership transform from virtually zero digital interactions to almost a fully DX? Easy. It listened to its customers and employees.
Continue reading...
-
Does Your Company Have a Compelling Customer Experience Vision?
A CX vision should be authentic, inspiring and mobilizing, breaking down a brand promise into ownable attributes and a picture of what could be.
Continue reading...
-
The Great Restart: 3 Customer-Centric Steps to Building a Strong Offense
The Great Recession can teach us how to prioritize efforts by looking at companies that balanced defense with offense to pivot and respond to market forces.
Continue reading...
-
The 3 Pieces of Customer Experience Transformation: Operational Change
Realigning a business to be customer-centric relies on changing your workplace across three broad areas: culture, operations and technology.
Continue reading...
-
The 3 Pieces of Customer Experience Transformation: Cultural Change
The first in a three-part series looking at how companies realign themselves when transforming into customer experience focused organization.
Continue reading...
-
How I Became a Customer Superfan
I love customers — but it wasn't always that way. Here's how I became a customer superfan.
Continue reading...
-
Become a Customer Experience Champion (and Create a Team of Champions Too)
By fixating on the customer and using technology to turn big data into impactful decisions, companies will see increases in brand loyalty and profitability.
Continue reading...
-
A Simple Customer Experience Equation
As customer-minded companies gain ground, it’s more important than ever for companies of all sizes to understand the Customer (with a capital ‘C’).
Continue reading...
-
The DNA of a Successful CMO
CMOs who succeed today have data in their veins, experience in their soul and customers in their heart.
Continue reading...
-
Principles of Humility
Humility means listening to and acting on the needs of your customers.
Continue reading...
-
5 Steps to Creating a Robust Customer Advisory Council Program
Customer advisory councils deliver the most value for the time and resources invested.
Continue reading...
-
To Achieve True Customer Centricity, You Need a Cross-Functional Dream Team
Three distinct functions need to work in conjunction to create customer centricity. Learn how to overcome some of the collaboration challenges
Continue reading...
-
SAP Hybris President Carsten Thoma Says Auf Wiedersehen
SAP Hybris president Carsten Thoma is leaving the company after a 20-year reign. What does that mean for customers?
Continue reading...
