CSM Magazine

APRIL 18, 2025

They dont just “talk the talk” about customer engagementthey build entire ecosystems around it. Through constant innovation and a clear understanding of what players actually want, theyve managed to not just attract customers, but earn their loyalty. More importantly, their approach isnt exclusive to iGaming.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. What Does it Take to Be a Customer Focused Organization?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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

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

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

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Customer Bliss

JUNE 2, 2016

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. I get asked often what they are or what that means, so I thought a quick post clarifying customer focus competency would be in order.

Customer Focused 135

Customer Focused Download Leadership Customers 135

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Alida

DECEMBER 1, 2016

Focus on your company’s strengths while leaning on the strengths of fintech companies to drive innovation for your customers. When implementing this strategy, you can’t afford to ignore your own customers. Establishing a customer-centric culture. By fostering a customer-centric culture.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

Tricia Morris

JULY 23, 2015

In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands. The Microsoft partner customer service innovation awards contest runs during the same time as Microsoft’s second annual “//oneweek” scheduled July 27 – 31, 2015.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

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 182

Books Return on Investment Magazine Culture 182

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

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

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

Customers That Stick

JANUARY 22, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Focused 60

Customer Focused Culture Innovation Customers 60

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

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

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? 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. But embracing that tension means innovating to the best possible solution.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CSM Magazine

NOVEMBER 15, 2024

These could include integrity, innovation, or customer-centricity. For instance, if innovation is a core value, the slogan might highlight cutting-edge service. This means customer service interactions should reflect these principles in practice. To integrate values, the company must first identify core principles.

Customer Service 52

Customer Service Social Media Culture Innovation 52

Alida

JUNE 23, 2017

This move isn’t the company’s first foray in the grocery business—in the past, it introduced innovations like AmazonFresh, a delivery service, and Amazon Go, a register-less, grab-and-go store—but it is undoubtedly the biggest and most consequential to date. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

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

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

CloudCherry

MARCH 3, 2019

The inbound marketing software company HubSpot created a “culture code” that aligns job applicants and employees around a set of core beliefs. They also employ a vice president of culture and experience, who is responsible for driving culture as the company grows. The Six Competencies In Action. Key Takeaways.

Customer Experience 186

Customer Experience Culture Events Customers 186

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. We also discussed how his CCO role is an expansion of a tradtional CMO role and why the company wanted to expand his role.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Thematic

MARCH 30, 2025

Foster a Customer-Centric Culture Best practices and tools won’t stick if your company culture doesn’t truly value customer feedback. Fostering a customer-centric culture means making the customer’s voice a guiding force in every department. This mindset shift is crucial.

Feedback 62

Feedback Customer Centricity Culture Customers 62

ShepHyken

MARCH 11, 2019

That’s what Susan Steinbrecher came up with in this short article about how to resolve customer complaints and problems. Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn. Here are three strategies to spark CX innovation. My Comment: This short article focuses on CX innovation.

Article 106

Article 2019 Customer Service E-support 106

CSM Magazine

MARCH 31, 2020

To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change. Speakers include: Nicola Millard, Principal Innovation Partner, BT.

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Is it possible that in our zeal to seek fresh ideas we are leaving behind the experience and knowledge of those who have been innovating, leading and achieving goals for decades? Consider these examples.

Culture 56

Culture 2017 2016 Engagement 56

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Customer Experience 146

Customer Experience Net Promoter Score 2021 Transportation 146

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 51

Innovation Competitive Advantage Metrics Culture 51

CX University

SEPTEMBER 30, 2024

Customized Curriculum: HBC Asia Pacific will work closely with CX University to develop region-specific content, ensuring relevance to local business practices and cultural nuances. The post CXUAsia Launches as Joint Venture to Revolutionize Customer Experience Training in Asia-Pacific appeared first on CX University.

Net Promoter Score 114

Net Promoter Score Customer Experience 2003 2022 114

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 67

Customer Centricity Culture Leadership Customer Voice 67

Totango

OCTOBER 12, 2022

That’s why prioritizing a culture of customer success is the first step in driving client engagements that go above and beyond their needs. Our survey shows that 36% of respondents struggle to gain visibility into customer adoption, and 37% identified a reactive approach to customers as a core issue.

Customer Success 115

Customer Success 2022 Culture 2021 115