ShepHyken

JANUARY 4, 2017

Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you.

Customer Focused 98

Customer Focused Culture Customer Journey Mapping 2017 98

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 102

Customer Focused Touchpoint Banking Culture 102

PeopleMetrics

JANUARY 13, 2025

Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action. Its about creating a culture where every decision is made with the customer at the center. Without that, the idea of being customer-focused is just empty talk.

Customer Centricity 71

Customer Centricity 2025 2018 Culture 71

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Essentially, it recommends building a service culture based on 5 key principles: 1). That is a big cultural shift for many organizations. That is a big cultural shift for many organizations. But how do you achieve this?

Culture 55

Culture Customer Focused 2017 Effort Score 55

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Customer Journey Mapping Next, map out the entire customer journey. Discover some customer journey mapping examples to help you get started.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

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 Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. What if standards for every role could be defined by customer expectations rather than industry norms? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. What if standards for every role could be defined by customer expectations rather than industry norms? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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

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

FEBRUARY 14, 2024

What is Omnichannel Customer Experience? Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

InMoment XI

OCTOBER 18, 2023

Apply The Art of Integrated CX Strongest Signals: Comprehensive Data Collection The first step towards delivering an omnichannel customer experience is to gather customer experience data from every conceivable source. That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. Customer strategy. Focus on one customer issue.

Travel 204

Travel Hotels 2010 Customer Journey 204

Experience Investigators by 360Connext

DECEMBER 17, 2019

4: How the Most Important Touchpoints Get Ignored, And How to Fix It. The number of ways customers can connect with our brand is greater than it’s ever been, and it just keeps growing. How can we take on the impossible list of touchpoints ? 3: How to Create the Best Customer Experience Solutions.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

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.

Customer Experience 186

Customer Experience Culture Events Customers 186

Beyond Philosophy

JULY 17, 2017

It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. Digital technology can enhance the customer experience. Build-A-Bear: Emotional Touchpoints and Memories. But it’s only part of the equation.

Technology 132

Technology Touchpoint Workshop Books 132

CX University

DECEMBER 16, 2024

Leaders should openly discuss mistakes and failures to cultivate a culture of trust and safety. Google is a prime example of fostering a culture of open communication and innovation. Their culture encourages staff to voice their opinions and challenge decisions, fostering transparency and continuous improvement.

Customer Journey Mapping 52

Customer Journey Mapping 2024 Culture Innovation 52

TechSee

APRIL 10, 2019

While Comcast, BT, Verizon, Vodafone and T-Mobile are industry leaders, the principles underpinning each of these projects can be easily applied to your business to deliver a better customer experience. BT – Customer-centric culture. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

NOVEMBER 14, 2018

Identify touchpoints: First, start with mapping out every touchpoint your customer has with any aspect of your company. Every touchpoint must be identified. Details count: Be as detailed as possible with every touchpoint. Analyze each touchpoint: This is the fun part of the process.

Touchpoint 118

Touchpoint Books Customer Service Training Customer Service 118

ShepHyken

AUGUST 4, 2020

How to Balance Technology with the Human-to-Human Customer Connection. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one.

Customer Centricity 23

Customer Centricity Culture Technology Connections 23

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 80

Article Customer Service 2024 Airlines 80

CSM Magazine

NOVEMBER 15, 2024

Visually, a slogan can be used in various marketing materials, such as brochures, advertisements, and digital platforms, reinforcing the message across customer touchpoints. In the ever-evolving landscape of customer expectations, having a defining slogan keeps a company focused on its core service principles.

Customer Service 52

Customer Service Social Media Culture Innovation 52

ShepHyken

NOVEMBER 25, 2019

Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. And because nowadays these interactions happen across multiple channels and touchpoints, CX ends up being the sum of those interactions and the lasting impression they leave with them. Follow on Twitter: @Hyken.

Article 90

Article 2019 Customer Service Culture 90

InteractionMetrics

JANUARY 7, 2025

.” Best practices in customer journey mapping focus on critical moments and ensure alignment with customer and business goals. By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Measure the impact of customer behavior on KPIs (e.g.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Experience Investigators by 360Connext

FEBRUARY 18, 2020

By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. But if you're ready to take some time each day to take action in making your organization more customer-focused for everyone's benefit, this is a great free resource. Emails come with actionable missions.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Do they have soft skills? Are they humble? Are they kind?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Even though this is focused on retail, almost every company in any industry can create a subscription model. Here are my top five picks from last week.

Article 71

Article Magazine Customer Service 2024 71

ijgolding

JUNE 9, 2015

If you work in the field of Customer Experience, you can self-assess your level of competence and that of the organisation you work in by answering the questions at the end of each competency description. A customer-centric organisation. Develops and delivers ongoing CX (Customer Experience) interaction training to employees.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 121

Chief Customer Officer Customer Centricity Call Center Metrics 121

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. Customer experience design tracks and maps online and offline customer interactions and measures the effect of each interaction.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

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 195

Customer Experience Social Media Customer Centricity Feedback 195

ReviewTrackers

JULY 15, 2020

Access to the Internet is possible on smartphones today, and smartphones are one of the causes of the explosion of online consumer culture in the Western world. While technology has opened up new opportunities to measure the customer experience, it has also created a new challenge for companies.

Technology 114

Technology Customer Experience E Commerce Social Media 114

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. The customer, and the customer’s loyalty, can never be taken for granted – a fact well-understood, and driven into the organizational DNA, by the CCO.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100