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- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/zz%3A_Back_Matter
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/zz%3A_Back_Matter/20%3A_GlossaryThe first section of a customer service philosophy is a customer service vision statement, which Jeff Toister defines as “a statement that clearly defines the type of customer service employees are ex...The first section of a customer service philosophy is a customer service vision statement, which Jeff Toister defines as “a statement that clearly defines the type of customer service employees are expected to provide. refers to the ability of a customer service representative to think of the right words in order to appease a customer and provide a solution
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/00%3A_Front_Matter/01%3A_TitlePageCustomer Centric Strategy (Shields)
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/zz%3A_Back_Matter/10%3A_Index
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/05%3A_Working_in_a_Customer_Contact_CenterTo provide quality service, a contact center representative should communicate thoughtful, personalized solutions, be organized and capable of thinking on your feet, be proficient with call center tec...To provide quality service, a contact center representative should communicate thoughtful, personalized solutions, be organized and capable of thinking on your feet, be proficient with call center technology, observe recurring patterns or customer roadblocks and report them to management, solve customer issues for the customer’s long-term needs and not for your own convenience, and stay calm under pressure, especially when dealing with angry customers so as to maintain your professionalism.
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/00%3A_Front_Matter/02%3A_InfoPageThe LibreTexts libraries are Powered by NICE CXOne and are supported by the Department of Education Open Textbook Pilot Project, the UC Davis Office of the Provost, the UC Davis Library, the Californi...The LibreTexts libraries are Powered by NICE CXOne and are supported by the Department of Education Open Textbook Pilot Project, the UC Davis Office of the Provost, the UC Davis Library, the California State University Affordable Learning Solutions Program, and Merlot.
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/02%3A_Being_a_Customer_Service_Representative_(CSR)Why do you think they referred you to a competitor rather than trying to sell you something else, or just saying, “We don’t carry that item”? There may be some good reasons for referring customers to ...Why do you think they referred you to a competitor rather than trying to sell you something else, or just saying, “We don’t carry that item”? There may be some good reasons for referring customers to competitors, such as creating a positive company image, spreading positive word-of-mouth, connecting with other businesses in a joint effort that will benefit both your company and your competitor, supporting the values the company has around true customer centricity, building trust and loyalty wit…
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/06%3A_Managing_a_Customer_Contact_CenterTo measure CLV take Customer revenue per year x Duration of the relationship in years – (Total costs of acquiring the customer + total cost of serving the customer) = CLV “CLV is distinct from the Net...To measure CLV take Customer revenue per year x Duration of the relationship in years – (Total costs of acquiring the customer + total cost of serving the customer) = CLV “CLV is distinct from the Net Promoter Score (NPS) that measures customer loyalty, and CSAT that measures customer satisfaction because it is tangibly linked to revenue rather than a somewhat intangible promise of loyalty and satisfaction.” [14]
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/03%3A_Managing_a_Customer_Service_TeamTraining may entail a more structured form such as classes teaching new employees how to use customer relationship management software, use phone systems; deal with service breakdown and service recov...Training may entail a more structured form such as classes teaching new employees how to use customer relationship management software, use phone systems; deal with service breakdown and service recovery; learn how to provide value to customers to encourage long-term loyalty, learn how to upsell or cross-sell in a way that customers will value; learn about the company vision, mission and goals; or manage social media platforms to serve and interact with customers.
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)/01%3A_Defining_Customer_CentricityIf the store is unclean or the products are difficult to find or the staff are rude this could leave the customer with a negative impression of the company and they might perceive the store in a negat...If the store is unclean or the products are difficult to find or the staff are rude this could leave the customer with a negative impression of the company and they might perceive the store in a negative way, thus, having a negative customer experience.
- https://biz.libretexts.org/Bookshelves/Business/Introductory_Business/Customer_Centric_Strategy_1e_(Shields)Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be ...Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that.
