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csrollyson : centricity   9

The Importance of Listening to Customers and Closing the Feedback Loop
[commented] Snapshot of how @dropbox is boosting #customer #centricity (video/transcript). I asked how they backed customer focus with incentives to make it last #experience #CX #employee
customer  experience  csrblogcomment  organization  centricity  example  hightech  q2  2019  howto  focus  group  b2b  interview  advisory  board  employee  journey  management  csr19 
june 2019 by csrollyson
What the (bleep) is Service Design, anyway?
Useful: #service #design consultant on the emerging field and how his global consultancy uses it with clients + examples
service  design  introduction  pointofview  definition  example  front  back  stage  disney  fsi  office  transit  human  customer  centricity  experience  journey  csr19 
june 2019 by csrollyson
Creating a Culture of Customer Centricity - TandemSeven - The Experience Innovation Company
Pithy point of view on #customer #centricity: argues that the key to organization change is [truly] customer-centric #user #research and persona models. To this I'd add #JTBD
pointofview  customer  experience  transformation  centricity  enterprise  brand  Competition  organization  change  user  executive  team  empowerment  irony  research  persona  model  value  proposition 
may 2019 by csrollyson
Customer-Centricity Goes Beyond Customer Experience Management
Superb: compares "customer experience management" w "#customer #experience transformation" (optimization)
customer  experience  management  centricity  transformation  organization  change  adoption  sochap  reference  cco 
december 2015 by csrollyson
HBR Making Customer Centric Strategy Take Hold
Summary of #customer #experience CxO report w some useful enterprise examples #cx
customer  experience  report  2015  Statistics  centricity  cco  2cco  vendor  university  example  2cdo  2csra 
november 2015 by csrollyson

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