Experience Investigators by 360Connext

JUNE 24, 2015

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. The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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? You can read it here.

Innovation 451

Innovation E-support Culture Customer Centricity 451

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. 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.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Leadership and Loyalty. Effective leadership. Profit and growth are stimulated primarily by customer loyalty.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. Read Article.

Article 418

Article Employee Experience Culture Connections 418

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

DECEMBER 3, 2024

Organizations can progress from this stage by first achieving leadership buy-in. Initiate The leadership starts approving key activities as it realizes the value of customer experience management. The team is responsible for evolving the VoC program, sharing insights with leadership, and mapping customer journeys.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

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

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 299

Customer Experience Leadership Innovation Workshop 299

CSM Magazine

APRIL 18, 2025

Empower Your Employees : A customer-focused culture starts internally. According to Salesforces State of the Connected Customer report , nearly 90% of customers say the experience a company provides is as important as its products or services. Customers are more likely to stay loyal when they feel seen and understood.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. Your people have an emotional connection. So, CARE BIG!

Leadership 158

Leadership Engagement Financial Loyalty 158

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. This approach requires an all-in commitment, from leadership buy-in to cross-functional collaboration.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

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

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

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Customer Bliss

AUGUST 9, 2016

She created a foundational document to frame the work for her agency, then aligned and united customer insights and connected it to key operational data to build and publish her strategic plan and actions. “We have men here who have been on the senior leadership team for 40 years, so it’s crucial to respect their wisdom.”

Government 0

Government Leadership Customer Experience 2016 0

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. They smile, greet, and are basically always happy to see people.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

APRIL 16, 2025

This moment calls for leadership. In fact, now is the moment for the steady, clear-eyed leadership that customer experience (CX) professionals are uniquely positioned to provide. As a small business owner, I feel it. You probably do, too. And just like us, our customers are navigating these stormy seas.

Leadership 143

Leadership Customers Communication Presentation 143

Experience Investigators by 360Connext

APRIL 27, 2021

Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Every piece of customer communication is a chance to connect. Your customers will feel connected to your brand when Cheryl asks if there’s anything else she can do for them, not when “service@yourdomain” confirms order #IR-1496279-8.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? The customer journey map was used as a culture and leadership uniting tool. I would have advised leadership to get things done on a basic blocking and tackling. About Sami Nuwar: “I connect dots for a living.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

MAY 20, 2015

Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. But how do we connect our day-to-day activities and specific investments to these benefits? Connect financial outcomes directly with feedback and actions whenever possible. Start with why.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Do they to reflect a customer-centric culture? Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Invite a customer into your board meetings. Make sure they do.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. Blog Culture Customer Experience Featured c-suite leadership linkedin' If you want collaboration among your C-Suite stars, then provide real incentives to do so. Who are we serving? Put customers front and center.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

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

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

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. You clearly aligned your CX goals with what was most important to your organizational leadership. . You helped other leaders communicate how their team goals were connected to CX success. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117