InMoment XI

MAY 24, 2022

There is a clear path to greater employee experience maturity and employee insights success, with a map and signposts to aid the guide. The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level.

Employee Experience 295

Employee Experience Culture Financial Leadership 295

InMoment XI

JULY 23, 2024

How to Start Building Your Ecommerce Customer Experience To start building a strong ecommerce customer experience, it all starts with understanding your customers. Customer Journey Mapping Next, map out the entire customer journey. Discover some customer journey mapping examples to help you get started.

E Commerce 260

E Commerce Measurement Customer Experience E-support 260

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 85

Culture Banking Financial Sales 85

Customer Bliss

JUNE 2, 2016

It’s called The Human Duct Tape Show because CCO work often is akin to being a form of human duct tape — and if you want really actionable insights and plans in terms of how people broke down silos and stitched together cross-functionality in the name of the customer in huge companies, those episodes all have some great examples.

Customer Focused 135

Customer Focused Download Leadership Customers 135

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

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 78

Article Customer Service 2024 Airlines 78

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

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. And while organizations talk the talk about being customer-focused, walking the walk falls short.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

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. How does your organization use AI to improve the customer experience ?

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

CSM Magazine

MARCH 31, 2020

To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th).

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

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

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

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 81

Customer Centricity Culture Leadership Customer Voice 81

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Let’s focus on three things at work here: culture, engagement, and goals. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. Culture is the same way.

Culture 106

Culture Engagement Customer Centricity Employee Experience 106

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. Then, it is reinforced daily throughout the organization through empowerment and recognition.

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

Kate Nasser

JUNE 21, 2018

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service.

Customer Focused 43

Customer Focused Culture Technology Information 43

InMoment XI

FEBRUARY 14, 2024

How Omnichannel Customer Experience Affects Integrated CX Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. What are the Advantages of Omnichannel Customer Experience? But, it may not be as hard as you think.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony.

Books 266

Books Return on Investment Magazine Culture 266

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn. Follow on LinedIn.

Customer Service 252

Customer Service Contact Center 2022 Magazine 252

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. Your CEO wants your organization to succeed. How many have you talked about?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony.

Books 182

Books Return on Investment Magazine Culture 182

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Heart of the Customer

MARCH 12, 2019

Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change” appeared first on Heart of the Customer.

Customer Focused 68

Customer Focused Books Customers Insights 68

ShepHyken

AUGUST 9, 2021

How do you handle a bad customer service experience ? The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. My Comment: It is not if it will ever happen.

2021 146

2021 Article Customer Service Social Media 146

CX University

JULY 31, 2024

The complexities of corporate culture, characterized by internal politics, compartmentalized operations, and ineffective mobilization efforts, add to the challenges faced by customer experience (CX) professionals. This mistake can shape a customer’s perception of the brand, not just the individual error.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. Let data-led deeper insights inform your QM strategy and tactics. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

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 113

Customer Success 2022 Culture 2021 113

Experience Investigators by 360Connext

OCTOBER 2, 2018

Defining just what a customer experience leader does can be tricky. 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. with or without the fancy title and proper job duties.

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). The most recent Temkin VoC data reveals that 13% of companies collaborate on VoC insights throughout the organization.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

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

ShepHyken

JANUARY 18, 2021

(Diginomica) How do you enrich the customer experience amidst the current turbulence? Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about.

2021 127

2021 Article Customer Service B2B 127

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. How can you partner with your marketing team on a customer-centric initiative?

2020 250

2020 Net Promoter Score ROI Metrics 250

SurveySparrow

MAY 24, 2023

Customer-Centric Culture A customer-centric culture is the backbone of CX transformation. It involves embedding a customer-first mindset throughout the organization, from top management to front-line employees. Data-Driven Insights Data is the key to unlocking customer experience transformation.

Customer Experience 52

Customer Experience Net Promoter Score Social Media Customer Centricity 52