customer-centric culture

Customer-Centricity: Principles, Practices, and Outcomes

I originally published today’s post on Forbes. This is a modified version of the post that appeared on their site on February 18, 2020.

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CX Journey™ Musings: On the Basis of CX

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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5+ Ways to Socialize and Operationalize Your Core Values

I originally published today’s post on Forbes. It appeared on their site on November 18, 2019. I’ve made some additions and edits since writing the original, so this is a slightly modified version of that post.

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The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

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Customer Understanding: The Cornerstone of Customer-Centricity

If you don't know by now, customer understanding is the cornerstone of customer-centricity.

Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.

What is customer-centricity?

A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it! Customer-centricity is about putting the customer at the center of all you do.

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The #CX Perception Gap

I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

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Why #CX Transformations Fail

Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now?

You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved.

What's the reason for that?

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) with little to no return.

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