Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”. But guess what?

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture.

Culture 162

Culture Hotels Customer Service Training Definition 162

Storyminers

AUGUST 26, 2020

Customer Focused Business Culture Tips. Creating a standout customer experience is an all-hands approach. Every employee needs to understand the importance of their individual contribution when it comes to customer happiness and the overall experience. Mike Wittenstein – Managing Partner, StoryMiners.

Customer Focused 98

Customer Focused Culture Hotels 2020 98

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. Follow on Twitter: @Hyken.

Culture 113

Culture Customer Centricity Sports Definition 113

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

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

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

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. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 116

Culture Customer Service Poor Customer Service Leadership 116

ShepHyken

APRIL 10, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Leadership Sets the Tone of the Culture appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Leadership 127

Leadership Culture Customer Service Training Reference 127

eglobalis

OCTOBER 1, 2024

Foster a Culture of Open Communication Promoting open communication is key to eliminating silos. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration. This not only enhances the effectiveness of the campaigns but also ensures that all departments are invested in the product’s success.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

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.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

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

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

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. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

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

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Culture Automotive 195

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Also, they published the Culture Book (pictured).

Books 266

Books Return on Investment Magazine Culture 266

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

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Books Culture 240

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

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

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

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

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

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Alida

DECEMBER 1, 2016

Establishing a customer-centric culture. You can’t implement an effective fintech ecosystem without the right culture in place. Many of the most successful fintech companies are ahead because they’ve uncovered insight about financial services customers. By fostering a customer-centric culture.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Sometimes organizations do the same for customers.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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. Ask for support and consensus as you paint the picture of what an ideal customer experience should look like.

2020 250

2020 Net Promoter Score ROI Metrics 250

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

InMoment XI

SEPTEMBER 20, 2022

How aligned they are with the company’s overall business goals and culture. As a result, it only marginally impacts customer experience and downstream behavior. In other words, though many companies might infer that happy employees equal happy customers, that relationship isn’t necessarily real or causal. What keeps them there.

Culture 195

Culture 2006 Definition Employee Experience 195

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

ShepHyken

JUNE 16, 2021

I love seeing visible signs of a customer- and employee-focused culture. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You’re not going to change a culture by adding an employee’s passion under a name on a badge. This is just a small idea.

Culture 152

Culture Customer Centricity Customer Service Training Events 152

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132