eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

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

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

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

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Thematic

APRIL 21, 2025

Because keeping business clients happy is far more cost-effective than constantly chasing new ones (it can cost five times more to acquire a new customer than to retain an existing one). In short, understanding your B2B customers deeply isn’t a nice-to-have—it’s fundamental for engagement, loyalty, and growth.

B2B 62

B2B Customer Insights Insights Engagement 62

InMoment XI

OCTOBER 23, 2024

If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it. With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Proactively communicate with customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Cultural Guidance. —@clearaction. —@thecxguy.

Engagement 121

Engagement Customer Experience Government Culture 121

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. However, most employees do not hear much about customers’ realities, experiences, and expectations.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

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

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

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

Engagement 145

Engagement White Paper 2015 Consulting 145

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I.

Engagement 128

Engagement Customer Experience Culture Social Media 128

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. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff is truly obsessed with customer service. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 195

NPS Customer Centricity Culture Automotive 195

InMoment XI

SEPTEMBER 20, 2022

Employee Engagement: Doing What (Almost) Everybody Else Does. This construct is engagement, which also seeks to quantify emotional and rational job satisfaction (as well as motivation to think, feel, and act). The principal intents of employee engagement, then, are to identify: What originally drew individuals to the company.

Culture 195

Culture 2006 Definition Employee Experience 195

Alida

DECEMBER 1, 2016

When implementing this strategy, you can’t afford to ignore your own customers. Engage them every step of the way as you build and perfect your fintech ecosystem. Establishing a customer-centric culture. You can’t implement an effective fintech ecosystem without the right culture in place.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

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

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. Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. That is sometimes enough to keep an ambassador engaged. It’s time to build some bridges.

2020 250

2020 Net Promoter Score ROI Metrics 250

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 87

Culture Customer Service Customer Service Training Contact Center 87

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. In turn, your contact center will see an improvement with CSAT.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

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. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

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

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. Discovery work at the beginning of a CCO engagement is key.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Heart of the Customer

JUNE 28, 2017

They see their role as being on the outside, there to show the business what the customers really […]. The post Three steps to create customer-focused change appeared first on Heart of the Customer. Immature CX practitioners often see themselves there to drive the business.

Customer Focused 87

Customer Focused Customers Customer Experience Culture 87

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Workshop Leadership Books 71

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. .’ 2: They build collaborative partnerships.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

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