ClearAction

How Human Resources Can Add Value to Customer Experience Excellence

" Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work [...]

  • Loving Suppliers for Customer Experience Excellence

    " Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? Whether you sell to consumers or businesses, think about the logic and [...]

  • Customer-Centricity is Controversial

    " Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example: We ARE customer-centric! … because we have exciting customer engagement programs. Customer-centric culture is essential for getting full value from our CX technology investments. Customer-focus is important as long as we're meeting analysts' [...]

  • Customer-Centered Culture: Do This, Not That

    " Customer-centricity means so many things to different people, but to customers it means one thing: having their best interests as your top priority. Let's face it: whatever your heart is centered on is where you'll most likely excel. We see it again and again with marriages, children, hobbies, and bosses — when your efforts are [...]

  • Customer Centric Leadership

    " Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc. Johnson & Johnson has an excellent way of communicating their customer-centric priorities, [...]

  • Customer-Centricity Barriers & Solutions

    " What is the greatest threat to creating a customer-centric culture? Responses from a variety of internal and external associates ranged from the slightly cynical to the pragmatic, but all were candid and heartfelt: Mistaking metrics like NPS, not attitudes, as drivers of behavior change Trade-offs in priorities coming down to bottom line vs. customer satisfaction [...]

  • Getting Customer-Centricity Right

    " Every one of us is a customer, so "Customer-Centricity" should be a very simple topic to understand. What do you, as a customer, think it means for those you buy from to be customer-centric? For me, it means they "get me" to the extent that I can easily access and use their offering that helps [...]

  • Loving Suppliers for Customer Experience Excellence

    " Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? Whether you sell to consumers or businesses, think about the logic and [...]

  • Customer-Centricity Barriers & Solutions

    " What is the greatest threat to creating a customer-centric culture? Responses from a variety of internal and external associates ranged from the slightly cynical to the pragmatic, but all were candid and heartfelt: Mistaking metrics like NPS, not attitudes, as drivers of behavior change Trade-offs in priorities coming down to bottom line vs. customer satisfaction [...]

  • Customer Centric Leadership

    " Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc. Johnson & Johnson has an excellent way of communicating their customer-centric priorities, [...]

  • Customer-Centered Culture: Do This, Not That

    " Customer-centricity means so many things to different people, but to customers it means one thing: having their best interests as your top priority. Let's face it: whatever your heart is centered on is where you'll most likely excel. We see it again and again with marriages, children, hobbies, and bosses — when your efforts are [...]

  • Customer-Centricity is Controversial

    " Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example: We ARE customer-centric! … because we have exciting customer engagement programs. Customer-centric culture is essential for getting full value from our CX technology investments. Customer-focus is important as long as we're meeting analysts' [...]

  • Getting Customer-Centricity Right

    " Every one of us is a customer, so "Customer-Centricity" should be a very simple topic to understand. What do you, as a customer, think it means for those you buy from to be customer-centric? For me, it means they "get me" to the extent that I can easily access and use their offering that helps [...]

  • 4 Customer Centric Culture Building Blocks

    " It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the foreground. That may seem simple enough, yet reality proves [...]

  • Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

    " You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder Jeff Bezos once started an executive meeting by [...]