Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. . “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 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. You can hear everything we learned and access resources to help in this free quick start guide to CX leadership. CX consultants, in particular, help organizations develop the foundational elements they need to sustain their CX success.

Consulting 143

Consulting Customer Experience Leadership Customers 143

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! appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

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 445

E-support Innovation Customer Centricity Loyalty 445

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

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

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. Get In Touch.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. 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.

Banking 286

Banking 2012 Loyalty Culture 286

Beyond Philosophy

NOVEMBER 3, 2015

If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Employee Culture: Why Amazon is on Top and Bank of America Isn’t. The post What My Boss Taught Me about Leadership appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

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. More Posts - Website Follow Me: The post How To Expand Your C-Suite Without Creating New Silos appeared first on Customer Experience Consulting. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

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. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? 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. Make sure they do.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

FEBRUARY 9, 2015

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. Image credits: kenteegardin , Raphael Quinet via Creative Commons license.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Leadership ROI Consulting 112

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

FEBRUARY 5, 2015

In some of the locations, they posted his picture in the aisles and organized on-site protests, demanding his return to leadership. More Posts - Website Follow Me: The post Confronting Your Customer Engagement Strategy Challenges appeared first on Customer Experience Consulting.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Experience Investigators by 360Connext

JUNE 3, 2015

In this case, the call center manager was simply reflecting the data-driven culture of the company. ” His warm tone and engaged behavior should become a standard, but this can only happen if leadership is paying attention. appeared first on Customer Experience Consulting. It’s one of my favorites.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

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. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Experience Investigators by 360Connext

MARCH 24, 2015

Improving customer experience starts with a commitment to change the culture. 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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. More Posts - Website Follow Me: The post 5 Spectacular Ways To Create the Worst Customer Experience appeared first on Customer Experience Consulting.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

OCTOBER 2, 2018

It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. You need diligence and persistence in this type of leadership. But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture. The “Big Idea” CX Leader.

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. ” “You have a culture, whether you are intentional about it or not.

Leadership 96

Leadership Culture Financial Retail 96

Experience Investigators by 360Connext

JULY 6, 2015

If there is a customer champion in any organization, it should be in leadership. 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.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journey Mapping NPS 110

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. How inspired would you be by leadership that either didn’t know what was going on, or worse, did know but condoned it by doing nothing about it? Fixing a Broken Culture. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. 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.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

SEPTEMBER 27, 2018

Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Sometimes, because we’re so entrenched with our work and the culture of the organization, we need an outsider to help further the agenda with the various players.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Culture & Leadership. They define their culture. They include: People. Customer Strategy. Measurement. Channel Approach. Expectations.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. If your leadership can create that environment, you can create that type of emotional bonding and gain commitment from your employees to deliver that same experience to customers.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […].

Engagement 288

Engagement Consulting Loyalty Management 288

BlueOcean

AUGUST 7, 2018

If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic. Once that list is assembled, you don’t have to keep that consultant around for the rest of the process. Finally, there’s the good ol’ fashioned approach of Googling.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. Instill a culture of patient-centricity. The leadership team must create a mandate that patient experience should come first. Embrace transparency.

Hospitality 247

Hospitality 2015 Retail Leadership 247