Tags » Customer Centric

Metrics That Destroy Your Organisation

In this post I’m going to show you the serious effect metrics can have on your organisation and customers. At the end of the post I’ll also offer some practical advice on how you should apply this information. 667 more words


Customer Experience Rooms: What Are They? Should Your Company Create One?

Looking to build a customer centric culture? With enough resources, it may worth looking at building a customer experience room. 218 more words

Digital Business

The Disgruntled Client Series

Dear suppliers,

You see, when you do things well, you get business. When you do things badly, you end up paying for the disappointment. Why? Because doing things well is the norm, the expected, the business as usual. 597 more words


CRM Lecture 18

Page 46 – Customer centric organisational structure

Page 47 – Four essential steps of customer centric organisational structure

Customer Relationship Management In Banking And Insurance

Web Design: A Two Way Street

When thinking about websites, I always try to look at priorities from both sides of the screen.

First, the customer. What are their priorities? After all, the web is a utility. 284 more words

Digital Marketing

Why Don’t We Let Customer Service Agents Actually Think?

Customer service leaders repeatedly stress the need to improve agent engagement and better the customer experience, yet their live phone and chat reps are often advised to behave in ways that undermine both endeavors. 1,671 more words

Business Concepts

Una guida alla Customer Experience

NOTA AICEX: non sempre tutti conoscono la CX in ogni suo dettaglio. Vediamo insieme quali sono i principi di base.

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). 245 more words

Customer Experience