Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

2020 347

2020 Customer Journey Mapping Culture Innovation 347

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Who can help you make this successful?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

eglobalis

SEPTEMBER 19, 2024

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. When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. Unfortunately, some leaders don’t realize this and can’t connect the dots. . The post Bad Customer Service Isn’t the Problem.

Culture 116

Culture Customer Service Poor Customer Service Leadership 116

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. We can ALL do this.

Culture 88

Culture Books Events Customer Experience Professionals 88

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Experience Investigators by 360Connext

AUGUST 20, 2024

The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. Develop a “customer room” either in-person or virtually.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. How aligned they are with the company’s overall business goals and culture. What keeps them there.

Culture 195

Culture 2006 Definition Employee Experience 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 221

Employee Experience Culture Financial Leadership 221

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

InMoment XI

MAY 23, 2023

The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 87

Culture Banking Financial Sales 87

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. Customer-focused. It’s not about being the best at what they do, it’s about the experience the customer has with the brand.

Brands 234

Brands 2015 Roadmap Retail 234

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Customer Bliss

JUNE 6, 2018

The purpose of this work is to galvanize the organization to deliver experiences customers want to have again – to ‘earn the right’ to customer growth. Customer-focused actions are the reactions to survey results, an executive in the field getting direct customer feedback, or a letter that lands on someone’s desk.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Experience Investigators by 360Connext

OCTOBER 4, 2017

Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. Both customer service and CX leaders play a role in connecting the executive team to the actual experience. Are you a leader in your organization?

Customer Service 181

Customer Service 2017 Social Media Innovation 181

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

2021 156

2021 Article Customer Service Social Media 156

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Do not replace customers with data or technology, or your company will suffer in the long run.

Customer Centricity 24

Customer Centricity Culture Technology Connections 24

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again!

Article 144

Article 2021 Customer Service Loyalty Programs 144

ShepHyken

MARCH 5, 2019

Aligning Your Organization to a Company-wide Culture. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. The next step is to individualize and personalize the Three Universals to each and every customer.

Hotels 103

Hotels Culture Customer Focused Books 103

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. During this time he really made a science of understanding the customers and looking at the data from multiple angles.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

ShepHyken

AUGUST 8, 2022

I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. That said, you’ll enjoy this author’s version of how to WOW your customers.

Article 24

Article 2022 Customer Service Culture 24

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. But think about your own career.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Customer Service Training Books Customers 134