Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. Related: The Untapped Value of Employee Engagement (Infographic) ). That’s why Cannon is so proud of MBUSA leadership academy. The bottom line : CX leaderships requires executive leaders like Steve Cannon. Related: CX Mistake #1: Faking Executive Commitment ).

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

FEBRUARY 18, 2016

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

Leadership 90

Leadership Management Technology Brand Values 90

BlueOcean

JULY 9, 2024

And now that customers have explored new brands, it’s likely many of the behaviors they adopted amid supply chain delays will stick around for the long run. Many grocery shoppers, for example, now prefer the taste and quality of private-label brands.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

Experience Matters

MARCH 7, 2016

In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. This change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching.

Leadership 80

Leadership Management Brand Values Brands 80

CloudCherry

JULY 25, 2018

75% feel it is one of the most important components of their brand value, compared with 46% on average and 21% among low-performing firms.”. Technology leadership: Iconic firms tend to deploy leading solutions, including a focus on collecting customer analytics and omnichannel coverage. Social responsibility. “75%

Technology 170

Technology Brands Customer Experience Omnichannel 170

Experience Matters

NOVEMBER 24, 2015

However, to improve their CX, B2Bs must master Temkin Group’s four customer experience core competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

B2B 80

B2B Customer Connectedness Customer Experience Brand Values 80

Experience Matters

SEPTEMBER 29, 2014

To drive customer experience improvements across an organization as large as McDonald’s, Mr Ehle will need to focus on all four customer experience core competencies : Purposeful Leadership , Employee Engagement , Compelling Brand Values , and Customer Connectedness. Customer experience Fred Ehle McDonalds'

Customer Connectedness 105

Customer Connectedness 2014 ROI Brand Values 105

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Customer experience'

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Experience Matters

JUNE 4, 2015

Comcast (and its peers) need to focus on building all four customer experience core competencies : Purposeful Leadership : Leaders operate consistently with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers. So, whats the answer?

Customer Connectedness 102

Customer Connectedness Customer Experience 2015 Customer Centricity 102

Experience Matters

APRIL 3, 2015

Our research has shown that customer-centric organizations demonstrate four CX core competencies : Purposeful Leadership :Leaders operate with a clear, well-articulated set of values. Compelling Brand Values : Brand attributes drive decisions about the company treats customers.

Culture 128

Culture Customer Connectedness Airlines Customer Centricity 128

Experience Matters

JUNE 14, 2017

We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. It outlines the blueprint to building a customer-centric organization.

Customer Centricity 105

Customer Centricity Brand Values Leadership Brands 105

Experience Matters

APRIL 23, 2015

QDeveloping a clear mission is important for Purposeful Leadership. Q3: Compelling brand values are created with promises. How is your brand translated into specific customer promises? Q4: Brand promises are kept or broken when customers interact with your organization.

Webinar 93

Webinar Brand Values Customer Centricity Leadership 93

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking Read More.

Customer Centricity 139

Customer Centricity Customer Connectedness Brand Values Leadership 139

CSM Magazine

FEBRUARY 5, 2025

Brand Values: Share your brand story, mission, and core values. Step 6: Foster a Customer-Centric Culture Creating a customer-first culture starts with leadership. Use demos or hands-on experiences to solidify their understanding. Lead by example by showing your new rep that customer satisfaction is a priority.

Customer Centricity 52

Customer Centricity Culture Reference Customer Satisfaction 52

ProProfs Chat

JUNE 22, 2018

And highly engaged employees are an outcome of effective leadership! . In order to scale up employee engagement, we must first scale up our leadership. Leadership interactions with employees manifest in employee interactions with customers. Great customer experiences start with leadership! Nicolle Paradise.

Customer Service 108

Customer Service Leadership Customers Competitive Advantage 108

Experience Matters

JUNE 11, 2018

It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 74

Customer Connectedness Brand Values Leadership Customer Experience 74

Experience Matters

SEPTEMBER 10, 2015

To make this effort smoother, Temkin Group recommends adopting an approach we call Employee-Engaging Transformation (EET), which consists of five practices: Vision Translation, Persistent Leadership, Middle Management Activation, Grassroots Mobilization, and Captivating Communications.

Customer Centricity 107

Customer Centricity Culture Download Leadership 107

Smith+co CX

OCTOBER 19, 2017

Some credit is due to the Ryanair leadership team who have responded quickly to remedy 99% of the original cancellations and a further 90% of the second wave of cancellations. The brand has also stated that common ground is now being sought throughout its staff. Work to reimagine and deepen the brand values across your teams.

Brand Values 28

Brand Values Brands Airlines Travel 28

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Great companies have employees that understand and embrace their role in delivering on brand promises. ” Growth is an Outcome.

Customer Connectedness 98

Customer Connectedness Brand Values Metrics Brands 98

InMoment XI

MARCH 27, 2024

The automotive industry relies heavily on brand perception. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media 2024 195

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. The large advertising agency, brand agency, one of the biggest in the country saw that as a threat.

Leadership 52

Leadership Consulting Financial Customer Experience 52

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness Brand Values Leadership 51

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Wootric

SEPTEMBER 17, 2020

Firm and open leadership. Much is often made of the importance of purposeful and strong leadership in business, and there’s little doubt that this can make a huge difference. The value of entrepreneurialism has been proven over many years, from the largest multinational corporations to the smallest mom-and-pop retail outlets.

Customer Experience 71

Customer Experience Leadership Consumers Customers 71

Eptica

APRIL 25, 2018

Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers. The research found that most organizations struggled with Compelling Brand Values, but that those that did embrace CX saw stronger financial results.

Customer Connectedness 49

Customer Connectedness 2018 Brand Values Financial 49

ReviewTrackers

AUGUST 10, 2017

Employee Review Sites Can Help You Build a Compelling Employer Brand. That’s why it’s so important for your leadership and HR teams to embrace — instead of fear — public feedback posted online by your employees. Provide information about your organization, leadership, and employee benefits. Monitor your competition.

Leadership 77

Leadership Hotels Feedback Customer Centricity 77

CSM Magazine

MAY 16, 2023

They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. It’s not only possible, but necessary in a market where customer experience often outweighs price and quality as determining factors in brand loyalty.

Contact Center 52

Contact Center Retail Leadership Culture 52

BirdEye

APRIL 15, 2025

HubSpot: Inbound done right HubSpots content flywheel is the gold standard for inbound marketing, from free tools to templates and thought leadership. Their strategy hinges on relevant content that empowers users to take actionwhile reinforcing Canvas core brand value: design for all. That shift turns marketing into empowerment.

Marketing 52

Marketing Social Media 2025 Multi-Channel 52

CSM Practice

DECEMBER 19, 2021

Sales, marketing, leadership, and support use the platform religiously. As a customer retains, revenue increases, brand value increases and thus fuelling upward growth. So you see the impact is immense. Right CS tech can be a game-changer for your business. . Who owns the CRM, marketing automation, etc?

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

ChurnZero

MARCH 22, 2023

It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company. Journey mapping Once you have segmentation sorted out, you need a customer journey for each segment.

Customer Success 59

Customer Success Touchpoint Financial Customer Journey 59

BirdEye

FEBRUARY 28, 2023

They’ll also make sure all posts, comments, and interactions align with your company’s brand values and goals. They will also use data to inform decisions, network and collaborate, and provide insights and thought leadership. They can then use this data to draw out future strategies and content creation.

Social Media 98

Social Media Management Engagement Sales 98

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. There is an amply proven, powerful linkage between employee commitment to the company, the brand value proposition, and the customer and their employers’ actual business (financial) and marketplace outcomes, particularly where CX is concerned. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

Daniel Group

JULY 1, 2023

In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty. It’s time to assess whether your CX efforts align with your brand values and if they are positively impacting your business.

Brands 52

Brands 2023 B2B Touchpoint 52