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 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

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 75

2025 Article Customer Service B2C 75

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. 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. Not to mention the cost savings.)

Loyalty 435

Loyalty 2011 Call Center Leadership 435

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. He is the grandson of the founder, Lee Byung-chul.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

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

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 461

NPS Feedback Net Promoter Score B2C 461

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Books Hospitality Customer Relationships 288

eglobalis

SEPTEMBER 19, 2024

This article explores the core strategies that align employee motivation with both transformational goals and CX improvements, ensuring sustainable success for businesses. Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

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 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. This will make the adoption and execution of customer experience initiatives a lot smoother.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Is Customer Experience Worth It?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

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

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. It’s part of the company’s culture.? .

Culture 113

Culture Customer Centricity Sports Definition 113

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

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. For the sake of this article, we’ll simplify things by referring to the CX Team. Hopefully, you’ve built a team of cross-functional, diverse leadership. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

InMoment XI

NOVEMBER 30, 2023

A positive internal culture translates into positive external perceptions. These platforms aggregate data from various online sources, including social media, review sites, news articles, and other digital channels, providing comprehensive insights into how a brand is perceived. Key Features and Functions 1.

Brands 284

Brands Management Multi-Channel Social Media 284

ShepHyken

AUGUST 19, 2019

Each week I read a number of 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. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

2019 123

2019 Article Customer Service Leadership 123

CX Accelerator

JANUARY 11, 2021

In this article, I’ll share some of the words from members of our community as a way of celebrating his life. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Also, they published the Culture Book (pictured). Igniting a passion for CX.

Books 266

Books Return on Investment Magazine Culture 266

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

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

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

The DiJulius Group

AUGUST 2, 2021

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Read Full Article.

Culture 126

Culture Leadership Article Engagement 126

ShepHyken

JUNE 17, 2019

Each week I read a number of 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. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. It also takes a CX-focused culture.

Article 116

Article 2019 Customer Service Call Center 116

Integrity Solutions

JUNE 18, 2021

Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. Our Favorite Sales Coaching Articles. It also offers several lessons for creating a coaching culture that truly works. The Law of Limited Performance.

Sales 96

Sales Leadership Article Magazine 96

InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? And your C-Level executives, board and shareholders expect this.

Sports 221

Sports Leadership Lifetime Customer ROI 221

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Customer Bliss

JANUARY 3, 2018

It warmed my heart to see Stephanie Thum, Customer Experience Strategy and Planning Leader, and past guest on my podcast, shout out the podcast in her great article on LinkedIn, sharing the 5 things that journalism taught her about customer experience. CX Leadership Lessons Learned. Earn the Right to Do the Work.

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. and the United Nations. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. This statement may sound strange but it is true and dependent on great leadership. A common question is how can leaders create a customer-centric culture with engaged, motivated employees? 10 Leadership Best Practices To Follow. They go hand in hand.

Leadership 97

Leadership Culture Customer Centricity 2020 97

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

MAY 24, 2022

This article was originally posted on CustomerThink.com. Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: 1: Employee Satisfaction. 2: Employee Engagement. 4: Employee Advocacy.

Employee Experience 221

Employee Experience Culture Financial Leadership 221

CX Accelerator

OCTOBER 7, 2019

This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Stop, Collaborate, and Listen.”

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

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

ShepHyken

AUGUST 2, 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 article starts with the idea that often we think we know what our customers want, but what they actually want is different. I love that one!)

Article 101

Article 2021 Customer Service Hospitality 101

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

Leadership 95

Leadership 2021 Webinar Customer Service 95