eringilliam: customer-centric*

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  1. The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization.

    But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or Customer Loyalty scores.

    Yes, you will be improving the experience for customers who share their insights and experiences with you.

    But moving the overall scores will take a keen eye and a lot of analysis of customer insights. You'll need to pinpoint the one thing to do next to improve your business. Whether it's adapting a solution, adding a feature, or emphasizing a capability, it takes systemic changes to impact the experience of customer segments (or for all of your customers).
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  2. Being a customer-centric company means more than just offering good customer service.

    The best customer-centric companies not only put their customers first – they design products and services to meet the customers’ needs, and create seamless experiences across the board.

    Naturally, a lot of brands shout about being customer-focused, but which ones are practicing what they preach? Here are five examples of note.
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  3. Quality feedback is about increasing brand rankings as well as the quality of products and services of a business house and having a distinctive edge over its competitors. In order to stimulate strong feedback companies needs to explore various options. It is important to know how a customer perceives the products and services of an organization so that the company can implement customer-centric culture.

    In order to get a clear picture of the mindset of a customer, you have to approach them directly and ask for their feedback. It will help you in getting valuable insights that can prove a blessing in improving your overall performances.
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  4. Over the past few months I’ve chatted with people from a lot of companies who say their 2019 goal is to become more customer-centric.

    In each of those conversations, I emphasize that the most impactful change is creating an environment where all employees, regardless of title, see the customer as their North Star. To catalyze this transformation, customer experience (CX) champions should analyze feedback with empathy, operationalize insights throughout their organizations and foster constant communication about their most important stakeholder: the customer.
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  5. It is not a secret we live in an era full of changes. New technologies are speeding up changes in the customer behavior, and companies have to react quick not only to adapt their selves, but also try to work upfront.
    However, the innovation is not new, we as human beings are being evolving since the beginning of our existence in this planet. There is only one different with what we know from innovation in the past, it should be faster, bringing value quicker to the customer. But innovation is nowadays a buzzword, very used is corporate strategy presentations and session. It seems, that this will be the “new trend” to jump into.

    There are some good reasons for that, as we live is such dynamic environment (taking into account customers, competitors, new players, technologies, politics) that challenge the status quo is the only way to survive, and then success. Although there are several points to review to fully understand what does this mean, what are the benefits and how to move forward. Historically, innovation is a concept tied to technology or R&D (Research and development), but not really in other fields like marketing, finance or general management.
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  6. With online reviews and recommendations becoming more popular, buying decisions are being greatly impacted. Having a customer-centric approach to business is more important now than ever. To be the best, you must have the best customer service. But what does being “customer-centric” actually mean? The American Marketing Association says there are seven pillars of a customer-centric business model, so let’s unpack them.
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  7. Most marketers believe their brands need a customer-centric business model in order to succeed, and that optimising the customer experience is the biggest priority for the profession.

    Yet according to new Marketing Week research, structuring a marketing department around the customer journey is currently the least common model of all, with the majority of departments either being product-centric or structured around marketing disciplines.
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  8. If you work in a modern workplace, chances are you’ve used—or at least heard of—Slack. It’s the modern approach to email that changes how people communicate. Instead of messages getting buried in inboxes full of irrelevant emails, Slack simplifies the process for improved business communication. Started in 2013, today it is worth over $5 billion. It makes sense this product is so valuable considering it was built with obsessive attention paid to customer feedback. Feedback was considered through every product iteration. This is what it takes to become a competitive player in today’s market. Customers love Slack, and with good reason.
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  9. If you haven’t noticed, it’s all about the customer these days. According to a research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer. This proves that the moment you put the customer at the core of your business, you’re already one step closer to success. And this is precisely why businesses are looking to customer feedback tools as a foundation for this success.
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  10. First and foremost, your CX Champions need to be trained on the basics: your CX vision and strategy. What is it? What are you doing? Why are you doing it? How are you doing it? What’s in it for me? What is the intended customer experience? How do you deliver it? And more.

    Give the team details specific to what’s happening within the organization, how it’s going to happen, what the desired outcomes are, and how success will be defined. And don’t forget to talk about the culture and the employee experience. If you don’t make improvements there first, the CX work will all be for naught.
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Mopinion is a proud sponsor of Website Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.