Heart of the Customer, LLC’s Post

Only 3% of companies are currently rated as "customer obsessed". Those customer-obsessed brands report: ↪ 41% faster revenue growth ↪ 49% faster profit growth ↪ 51% better customer retention Compared to non-customer obsessed brands (the other 97%). So what does it mean to truly be "customer obsessed"? It's defined as putting customers' needs, desires, and satisfaction at the forefront of all business decisions and actions. This according to Forrester's 2024 US CX Index, surveying 98,000 customers across 223 brands and 13 industries. I know it can be tough for you CX leaders to get customer-centric initiatives across the finish line, but the data is there. Becoming customer obsessed isn't just about the warm and fuzzies anymore. Customer-obsessed brands grow revenue 41% faster. But only 3 out of 100 are measurably considered customer obsessed. At Ethos Support, our goal for all clients is to get them to this 3% tier of elite CX. The major revenue implications continue to be proved by volumes of industry data. Your CX should be front and center – now. #ethossupport #BPO #customerservice #CX

86% of buyers are willing to pay more for a great customer experience. But how can you improve it? This is a statistic shared by Lucas Wilson, CEO at Signpost in his recent article. Keep in mind, customer experience includes ALL customer interactions, from contact to support. This means ALL the areas in your organization must have the same focus. And it gets more challenging: With digital transformation, customer expectations are higher. Companies must meet these or lose to better competitors. Lucas mentions these strategies for fostering customer success: 1. Customer-Centric Culture: Embed customer-centric values in your organization. Leadership must prioritize CX as a core value. 2. Employee Training and Empowerment: Train employees to deliver outstanding CX. Equip them with tools and authority to resolve issues effectively. 3. Technology and Tools: Invest in CRM systems, AI, and analytics to understand customer behavior and preferences. 4. Feedback Loops: Actively seek and act on customer feedback to continuously improve your products, services, and processes. Also, track the impact these changes are having on your customers. How? Through metrics such as NPS, CSAT, and CLV. Focusing on customer success is essential for long-term success. Prioritizing CX will bring loyalty, growth, and substantial shareholder value.

Forget vanity metrics. Instead, focus on customer effort score (CES). Happy customers don't care HOW MANY interactions they have with you. They care about HOW EASY it is to get things done. We all know that CES measures the effort required for customers to resolve issues or complete tasks but Why it matters? It matters because Lower CES = Happier customers. ↳ Less effort translates to less frustration and a more positive experience. Lower CES = Fewer frustrated calls. ↳ Streamlined processes mean fewer customers need to reach out for help in the first place. Lower CES = More brand loyalty. ↳ When customers feel valued and their needs are met easily, they're more likely to stick around. Get ahead of it to improve customer experience: — Map the customer journey: Walk a mile in your customer's shoes. Identify touchpoints where effort is high and frustration builds. — Simplify processes: Cut out unnecessary steps, offer clear instructions, and make self-service options readily available. — Empower employees: Train staff to be proactive problem-solvers who can resolve issues efficiently on the first touch. — Measure and iterate: Regularly track your CES score and use customer feedback to continuously improve your processes. Remember: Easy = Happy. Focus on making customer interactions effortless and you will double your revenue. Follow us to learn more or book an appointment to leverage the true power of your CX journey and double your revenue. #customerexperience #customerjourney #B2BCX #CES #CustomerJourneyMapping #TalkToTucker #CXclassroom

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: https://lnkd.in/dcTg3pfQ In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities. The secret lies in transforming customer feedback into a structured decision-making framework. This ensures not only that your customers feel heard but also that your organization retains its strategic focus. Below is a deeper, more analytical take on the original framework, enhanced with actionable strategies and insights. Assess Strategic Alignment: The Backbone of Decision-Making https://lnkd.in/dsFFtbC4 #cxframework #cxeducation #cx

To maintain a customer-centric journey, businesses must actively engage with their customer base by getting feedback and listening to their preferences. This can be achieved through various channels, such as surveys, social media interactions, and direct communication. By collecting and analysing this feedback, businesses gain valuable insights into areas where they can improve their products, services, and overall customer experience. Staying tuned to market trends allows businesses to anticipate consumer behaviour and preferences shifts. By monitoring competitors, emerging technologies, and industry developments, businesses can adapt their strategies to remain relevant and competitive in the marketplace. Addressing customer concerns and resolving issues promptly demonstrates a commitment to customer satisfaction. Businesses can strengthen customer loyalty and build long-term relationships by actively seeking solutions to customer problems and implementing corrective actions. Continual innovation is key to meeting evolving customer needs and preferences. By embracing new technologies, exploring creative solutions, and introducing innovative products or services, businesses can differentiate themselves in the market and provide unique value propositions to their customers. Fostering a culture of customer empathy and empowerment within the organisation ensures that every employee understands the importance of prioritising customer needs. Businesses can create a customer-centric mindset permeating the entire organisation by encouraging cross-functional collaboration and empowering employees to take ownership of customer relationships. Don't miss this opportunity—Reserve your spot now! Registration Link - https://lnkd.in/dcH3AeSP #DSG #Ecommerce #DigitalTransformation ❤️ #DoingSomethingGreat

Forrester Research CX predictions for 2025... An interesting statement here is that smart BPOs will shift away from the classic FTE model and adopt outcome-based pricing. This has traditionally been used more often in Gig CX, but as clients look closer and closer at where value is created, it will be an important way to demonstrate value. #CX #BPO #GigCX #OutcomeBasedPricing

Customer Centricity is Critical Mark Cowlin and I undertook a significant customer-centricity project last year. We met with customers and internal partners from across Canada to better understand their business and how we could create more meaningful relationships with them. Being this close to the customer provided outstanding insights and opened new opportunities. There are some remarkable success stories such as Amazon, Starbucks, and Disney who put the customer at the core of their business strategies. Their customer-centric approach was essential in their success and was key to building loyalty and trust, driving innovation, and ensuring sustainable growth. When customers feel valued and understood, they move from buyers to advocates. Becoming close to your customers helps align your products and services with what customers need and want. Every decision, from product development to marketing, should be made with the customer in mind. According to McKinsey, companies focusing on customer experience can see 10-15% revenue increases and 15-20% cost reductions within two to three years. A customer-centric approach also helps businesses adapt to changing market conditions and leads to improved customer satisfaction and loyalty. Deloitte found that customer-centric companies are 60% more profitable than those that are not. This profitability stems from reduced churn rates, increased customer lifetime value, and the ability to command higher prices due to perceived value and trust. Active incorporation of customer feedback helps drive innovation and growth. By intimately understanding your customers, you can identify trends and opportunities for new products and services, as well as better understand pain points in the current offering. This direct engagement with customers fosters a culture of continuous improvement. It kick-starts innovation and helps ensure growth strategies are aligned with the realities of the market. Customer centricity can help transform transactions into relationships. Brands can build emotional connections by creating meaningful and personalized interactions that go beyond simple transactions. Customer-centric companies understand their customers deeply, leverage data to innovate, and consistently deliver value. A customer-centric approach creates a cycle of continuous improvement, innovation, and growth, ensuring a competitive edge in the marketplace. #marketing #CustomerCentricity #CustomerExperience

Our 2024 CX ROI benchmark report tells that the lack of execution by the company is one of the biggest hurdles customers are facing. Where execution is challenging, it is the key differentiator too. Being a pioneer in customer experience (CX) since 1996, I observed that customers are often frustrated by: → Broken promises  → Lack of follow-through  → Overpromising, underdelivering Here's what I've realized: The most satisfied customers aren't dazzled by words. They're impressed by actions. They're not looking for fancy marketing → They're looking for real results. Execution over excuses and delivery over empty promises. You must go beyond the initial sale and ensure every touchpoint is met with excellence. From customer service interactions to product or service delivery, every step matters. Key points to remember: ➡ Build Trust: Trust is earned through consistent and reliable actions - in an empathetic manner. ➡ Build Credibility: A company’s credibility grows when it consistently delivers on its promises and fixes things when they don't. ➡ Build Loyalty: Loyal customers are born from exceptional experiences that exceed expectations. Execution is the backbone of a great customer experience. Before having great ideas or making big promises, it's about making sure those promises are delivered, every time. If you are struggling with the lack of execution and your CX strategy is not generating enough revenue, then we'd be glad to help. Follow us to learn more or book an appointment to discuss how you can double your revenues through CX transformation. #customerexperience #customerjourney #B2BCX #CustomerJourneyMapping #TalkToTucker #CXclassroom

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: https://lnkd.in/dcTg3pfQ In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities. The secret lies in transforming customer feedback into a structured decision-making framework. This ensures not only that your customers feel heard but also that your organization retains its strategic focus. Below is a deeper, more analytical take on the original framework, enhanced with actionable strategies and insights. Assess Strategic Alignment: The Backbone of Decision-Making https://lnkd.in/dsFFtbC4 #cxframework #cxeducation #cx

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: https://lnkd.in/dcTg3pfQ In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities. The secret lies in transforming customer feedback into a structured decision-making framework. This ensures not only that your customers feel heard but also that your organization retains its strategic focus. Below is a deeper, more analytical take on the original framework, enhanced with actionable strategies and insights. Assess Strategic Alignment: The Backbone of Decision-Making https://lnkd.in/dsFFtbC4 #cxframework #cxeducation #cx