Posts tagged with "Customer Centric Culture"



English · 31. October 2020
Customer-centric transformation is the supreme discipline in customer experience management. I have been working in these areas for almost 20 years now and support companies in putting customer-centricity into practice in their daily work. Again and again, I come across errors and mistakes. I have described 5 of them in a previous blog article. Today I dedicate myself to three more.

English · 05. October 2020
Why do change measures fail? Because change steps are skipped! But it is very difficult to recognize this. A simple concept helps us to recognize the change stages of people and to align the change initiative accordingly.

Deutsch · 05. October 2020
Warum scheitern Change Massnahmen? Weil Veränderungs-Stufen übersprungen werden! Das zu erkennen ist aber sehr schwer. Ein einfaches Konzept hilft uns, die Veränderungsstufen von Menschen zu erkennen und die Change Initiative darauf auszurichten.

English · 16. August 2020
Customer centricity is currently one of the most used buzz words in the business world, next to digitalization and agile. And rightly so, because far too often customers feel like they're "in the wrong movie". But in implementation few companies are really successful. Why is that? In this blog article I will dive deeper into 5 misconceptions in customer-centric transformation.

Deutsch · 16. August 2020
Kundenzentrierung ist aktuell neben Digitalisierung und Agile eins der meist benutzten Buzz-Wörter in der Business Welt. Zu Recht, denn viel zu oft fühlen sich Kunden als wären sie „im falschen Film“. Doch in der Umsetzung haben wenige wirklich Erfolg. Warum? In diesem Blog gehe ich auf 5 Irrtümer in der kundenzentrierter Transformation ein.

Deutsch · 29. July 2020
Eines ist sicher: Keine zwei Change Prozesse sind gleich, wenn es darum geht, eine kundenorientierte Veränderung vorzunehmen. Unterschiedliche Unternehmen wollen unterschiedliche Ergebnisse, und selbst Organisationen, die sich extrem ähnlich sind, werden ein anderes Vorgehen benötigen. Aber es gibt ein Erfolgsrezept, wenn es um kundenzentrierte Transformationen geht. Darum gehts in diesem Blog.

English · 29. July 2020
If you’ve followed my blogs so far, you will know I work in a world of changes, one thing I am definitely sure of, is that no two procedures are the same when it comes to making a customer-centric change. Different companies want different results and even organizations that are extremely similar will need a different procedure. But there is certainly a recipe for success when it comes to customer-centric change. And that's what I'll be covering this week in my blog.

English · 08. June 2020
Giving NPS (or any other customer score) goals to all employees of a company has been very popular for some time now. The intentions are laudable: ALL should keep the customer in focus. BUT there are also dangers lurking. As Chief Customer Officer (or CXO), you must manage these threats. What can you do? Find the answers in this blog article.

Deutsch · 08. June 2020
Allen Mitarbeitenden einer Firma NPS (oder jeden anderen Kunden-Score) Ziele zu geben ist seit einiger Zeit sehr beliebt. Die Absichten sind löblich: ALLE sollen den Kunden im Fokus behalten. ABER, es lauern auch Gefahren. Als Chief Customer Officer (oder CXO) musst du diese Gefahren managen. Was kannst du tun? Hier findest du die Antworten.

English · 23. May 2020
If the topic of customer focus has been anchored in your company for a long time, this does not mean that it is actually fulfilled. The biggest mistake I see CX Teams make in transformation is that they focus mainly on using and teaching CX tools. To successfully manage a customer centricity change is like playing with a Rubik’s Cube. You can read in my blog article what this means exactly.

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