InMoment XI

APRIL 18, 2022

Check out these must read articles below! The employee landscape is undergoing dramatic and rapid change, with a heightened emphasis on emotional drivers and connection to the employer’s culture. Read Article. Diagnosing and Improving Employee Connection to Company Culture. Connect Employees to Customer Culture.

Article 418

Article Employee Experience Culture Connections 418

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 447

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 447

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Employees may resist new CX processes, and leadership might hesitate without a clear ROI.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 488

Customer Experience Innovation Customer Centricity Culture 488

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 444

Innovation E-support Culture Customer Centricity 444

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

2025 70

2025 Article Customer Service B2C 70

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic.

B2B 385

B2B Customer Experience 2014 Customer Satisfaction 385

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Leadership Consulting 195

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. A Company Culture of Good with Chad Jensen : What is TCC?

2024 80

2024 Article 2025 Workshop 80

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration.

2020 443

2020 Customer Journey Mapping Culture Innovation 443

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article makes the case of ensuring you have a privacy first policy. Here are my top five picks from last week. Is that a bad thing?

2025 70

2025 Article Loyalty Programs Customer Service 70

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The Rundown on Employee Experience. Well, we have the answer to that as well!

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

2021 152

2021 Article Customer Service Social Media 152

Experience Investigators by 360Connext

MARCH 11, 2025

At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement. Brian has a proven track record of driving financial and operational success.

2025 143

2025 Healthcare 2007 Social Media 143

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is a brief article about how to start designing a customer loyalty program. This article focuses on how the EX impacts the CX.

Article 155

Article 2021 Customer Service Loyalty Programs 155

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

The DiJulius Group

OCTOBER 14, 2024

Read Full Article The post How To Keep The Underdog Spirit Alive In Your Culture As Your Organization Grows appeared first on The DiJulius Group. During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver.

Culture 98

Culture 2024 Article Customer Experience 98

The DiJulius Group

APRIL 3, 2025

summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. Read Full Article The post 198: The Value of Outspoken Employees appeared first on The DiJulius Group. DiJulius also highlights the.

Culture 87

Culture Feedback Article Engagement 87

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). 3: Encourage a Culture of Commitment.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Then do a Google search for articles about their success. Something that intrigued me about this article was the title. by Carl Smith.

2021 150

2021 Article Customer Service Government 150

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.

2024 143

2024 Banking Books Customer Centricity 143

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. Here is my last week article talking about CX experimentation.

E-support 507

E-support Innovation Customer Centricity Loyalty 507

InMoment XI

DECEMBER 17, 2024

Assess Cultural Fit Your customer experience manager will be responsible for communicating across your organization, whether it be executives or associates. Since the CX manager will touch many departments, it is important to take the time to ensure that they are also a cultural fit for your company.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Article] Is Customer Experience Worth It? These goals must be defined and supported from the top.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

BlueOcean

MARCH 3, 2025

The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. Do companies recognize the high customer experience (CX) value of employee advocates? That’s my belief.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. You’ll also hear compelling stories from GitLab and the St. Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships.

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article that shares three simple but powerful ideas. It’s part of the customer experience.

Article 25

Article 2022 Customer Service Magazine 25

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.

B2B 288

B2B Innovation 2025 User Experience 288