Customer centric leaders come in all shapes, forms and sizes. I’m just kidding, they aren’t products that you can pick from a supermarket shelf. Nevertheless they all have one thing in common: a profound passion to serve the customer and give them the best experience possible. Not all customer centric leaders possess the skills that they should, but these are skill is one that can be acquired.
Learning from some of these global customer centric leaders you too can streamline your company to become customer centric and work from there.
What are the must-haves for a customer centric leader?
http://customerthink.com/top-10-must-haves-for-a-customer-centric-leader/
The rapid rise of Airbnb shook the very foundations of the industry and forced incumbents to adapt fast. For marketers and business leaders, this presented both opportunities and threats. Here we look at the transformation of the industry and examine how businesses today can protect themselves.
Travel and tourism is one of the world’s largest industries valued at over 1.2 trillion USD. 1.24bn people worldwide left their homes and arrived at a foreign destination in 2016 – a number which has almost doubled since 2003. The industry is fast-growing and full of opportunity, with a lot of revenue on the table from holidaymakers. In the US the number of domestic trips taken by leisure and business travelers is expected to surpass 471m by 2020 with a growing proportion of these trips being booked online.
https://www.clickz.com/to-airbnb-and-beyond-digital-transformation-in-hotels-hospitality/113872/
How do you give your customers a personalised, positive experience with every interaction, while also optimising operational performance for the best business results? It’s something that even the most technologically advanced organisations struggle with. But working with Verint, a global leader in Workforce Engagement capabilities, we’ve come up with a way to make it easier.
With that, here are three reasons to opt for a converged customer and workforce experience:
https://www.tahawultech.com/insight/three-reasons-to-opt-for-a-converged-customer-and-workforce-experience/
First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.
Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences.
http://customerthink.com/the-six-disruptors-of-customer-experience/
Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret to better experience is really quite simple. All you need to do is listen.
Consider this. I recently spent 63 minutes glued to my phone trying unsuccessfully to resolve a health insurance issue. Five phone calls. A dozen transfers. Multiple hang-ups. Inconsistent information. Contradictory advice.
Come on now, I wondered. Is this any way to treat a customer?
http://customerthink.com/the-most-amazing-customer-experience-starts-with-your-ears/
Annual customer satisfaction research tend to provide organizations with a general insight into what customers think of them. Based on the results, ‘general action’ is taken. The customer service department is told to do things differently, sales employees are sent to training days and attempts are made to make the logistic process more efficient.
In reality, these are all solutions that customers might experience the benefit of in the long term. But short term, they don’t see any change at all. There concrete complaints turn into negative emotion and they will only remember the truly negative contacts they experienced. Problems that will only be solved long term, by which time that particular customer is long gone and won’t benefit from improvements at all.
https://www.cx.management/the-importance-of-customer-feedback-during-the-entire-customer-journey/
Are you ready for GDPR? Failure to be in compliance with the new act can result to fines of up to 4% of annual global turnover, or EUR 20 million, depending on whichever is the greatest. GDPR is set to affect most sectors, here we look at how the legislation impacts on the collection of guest surveys.
https://www.digitaldoughnut.com/articles/2018/march/the-impact-of-gdpr-on-guest-feedback-surveys/
For many (really many) years now we’ve been talking about the disconnect with the customer. And the need to reconnect with the customer as the effects of a perfect storm – that’s been in the make for decades – started being felt.
The disconnect between what we believe as businesses to be valuable for customers and what customers – people – see as valuable. The signs, research and impact are known since so long. Just take the famous customer experience delivery gap I mentioned here.
https://www.i-scoop.eu/the-harsh-truth-about-customer-focus-in-the-board-time-to-get-real/
Customer experience is the key differentiator among loyalty marketers and mobile currently plays, and will continue to play, a starring role in its evolution, according to Krish Mantripragada, Chief Product Officer, Medallia.
Loyalty360 talked to Mantripragada about the future of customer experience.
https://www.loyalty360.org/content-gallery/daily-news/the-future-of-customer-experience-revolves-around/
Forrester recently published a paper on the future of customer experience measurement and they didn’t mince words with comments like:
• “CX leaders told us that their response rates are declining, especially among younger customers”
• “Today’s empowered customers reject old-school CX surveys”
• “Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.”
They have some great examples embedded in the paper, but I’m starting to hear some variation of, “OK. I’m on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?”
Here’s how I’m seeing Forrester’s concepts applied successfully:
http://customerthink.com/the-future-of-customer-experience-measurement/
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