by Guest Author | Apr 27, 2015 | Customer Value Creation
Note: This post was written by my fellow CVCI Board of Directors member – Ray Sheen. Ray is the President of Product & Process Innovation. It was posted on April 13, 2015, here. People have used the phrase “a culture of customer-centric value creation.”...
by Sam Klaidman | Dec 11, 2014 | Customer Loyalty
I am a left-brain person. I enjoy processes, metrics, and troubleshooting exciting problems. And I was never very focused on the “touchy-feely” side of the business. Then my customer experience (CX) consulting led me to right-brain concepts like customer...
by Sam Klaidman | Dec 10, 2014 | Growth
Customer centricity means that the business revolves around its customers. They make sure that decisions actually help their customers. They make sure that customers know what is happening in the business and are part of decisions. They make sure that the employees...
by Sam Klaidman | Dec 9, 2014 | Growth
Introduction Most businesses recognize the importance of engaged employees yet fail to realize their full potential. They micromanage them, limit their authority, destroy initiative, and treat them like cogs in a gear instead of thinking, creative individuals. And...
by Sam Klaidman | Oct 27, 2014 | Customer Loyalty
A significant factor influencing customer perceptions is the attitude of the people with whom you interact. Meaningful interactions generally result in loyal customers, whether in person, on the phone, or during a chat session, and crap exchange can kill a brand. And...
