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100 results for "Customer Experience"


  • 3 Ways to Promote a Customer/Employee Centric Philosophy

    3 Ways to Promote a Customer/Employee Centric Philosophy The identity of an organization is defined by one important factor – its employees. This is especially true when it comes to the development of a customer-centric culture. For this reason, management and senior executives should find...

    Tags: Business, business philosophies, company, corporate culture, customer experience, empowering employees, organization

    Last updated

  • [VIDEO] Winning With Exceptional Customer Service

    In the U.S., poor customer service costs brands $83 billion every year. A study by management consultancy Bain & Company and Harvard Business School found increasing customer retention rates by 5 percent increases profits by 25 to 95 percent. To keep your customers coming back, businesses mu...

    Tags: Customer Experience, Customer Service, Leadership, customer demand, customer experience, customer satisfaction, customer service, happy customers, quality, satisfaction, VoC, voice of the customer

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  • Customer-centricity 101: Leading Organizations to be Customer-centric

    Advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global consumer. Recent economic and political events highlight the need for companies to understand how consumers view the world and the most important attributes...

    Tags: Strategy, Marketing, & Sales, customer experience, Customer-centric Design, Customer-centric Organization, customer-centricity

    Last updated

  • Marketing 2.0: How to Build On-demand Marketing Capabilities

    The Digital Era has brought on critical challenges for companies to meet new consumer demands for marketing.  Digital Marketing is undergoing transformation at an astounding rate.  There is a radical shift towards “on-demand” marketing, where marketing is becoming consistent...

    Tags: Strategy, Marketing, & Sales, Customer Decision Journey, customer experience, digital marketing, digital transformation, omnichannel, On-demand Marketing

    Last updated

  • Voice of The Customer: What They Really Think of You!

      Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want...

    Tags: Business, Customer Experience, Customer Satisfaction Survey, Customer Service, Leadership, Respect for People, Six Sigma, customer satisfaction, lean six sigma, voice of the customer

    Last updated

  • Cleanliness: Learn to Shine with Lean Principles

    It’s a Dirty Business Cleanliness is a dirty business. It is undervalued and underestimated by most businesses. No matter what industry you operate in, cleanliness is a crucial point of measure for customers and employees alike. More and more, customers are becoming focused on the smallest...

    Tags: Business, Customer Experience, Lean Manufacturing, 5S, lean, lean principles, shmula.com

    Last updated

  • Lean Principles: Do They Work in The Service Industry?

    It Only Works For Manufacturing Lean Principles: They only work in manufacturing. It’s a statement you hear more often than not. Even though many organizations across the service industry are adopting Lean principles and practices, the concept just hasn’t been sold. So many understan...

    Tags: Customer Experience, Lean Manager, customer service, lean, lean practices, lean principles, lean tools, shmula.com

    Last updated

  • Lean Six Sigma: Are You Modeling Quality?

    Setting the Quality Standard Are you modeling quality in your profession? When we look at successful leaders, they are the ones who are consistently modeling the behavior they expect. You won’t find a task on their daily to-do list reminding them to model their behavior at all times. It is...

    Tags: Business, Customer Experience, Leadership, Six Sigma, change, commitment, focus, lean, quality, quality improvement, Steve Jobs

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  • Food Service: Serving Up Six Sigma Quality Daily

      The food service industry is tough. The challenges of the industry range from food costs and quality, to customer service and effectively using labor. To create the perfect experience, owners must find a delicate balance with these challenges. But to add to those challenges, in today&rsqu...

    Tags: Business, Customer Experience, Leadership, Service Operations, Six Sigma, business disruption, business leadership, food service, lean six sigma

    Last updated

  • The CEO Perspective: Leadership and Customer-Centricity

    There are no short-cuts to creating a customer-centric organization. It gets built brick by brick when a company has a committed leadership and a drive to make it happen. And this gets propelled by none less than the CEO. The CEO has to bring customer at the centre of the organization and drive (...

    Tags: Customer Experience, Customer-Centricity Journey

    Last updated

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