Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. Businesses that maintain a customer-centric culture put the ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

New operating model includes four verticalized businesses to enhance customer-centricity and speed of execution Structural measures to reduce non-manufacturing costs, generating expected annualized ...

It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...