InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 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

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

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

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

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable.

Workshop 136

Workshop Social Media 2022 Article 136

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

Workshop 81

Workshop 2011 2012 Leadership 81

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Goldstein has hit on a key point about customer experience. But technology alone is never the answer. Royal Caribbean: Dream Vacations.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

Customer Service 94

Customer Service Workshop Customer Focused Customer Service Training 94

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 83

Article Customer Service 2024 Airlines 83

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Culture 105

Culture Metrics Hotels Customer Centricity 105

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. My Comment: Let’s wrap up this week’s Top Five roundup with a focus on culture. How do you know if you’re a customer-centric organization?

Article 74

Article Magazine Customer Service 2024 74

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference!

Entertainment 93

Entertainment Sports 2024 Workshop 93

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Customer Experience 95

Customer Experience Customer Service Net Promoter Score Workshop 95

One Millimeter Mindset

NOVEMBER 12, 2018

Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association. Otherwise, those cultures are full of very talented people, who are extremely busy working full time.

Workshop 75

Workshop Customer Retention Events Culture 75

C3Centricity

AUGUST 6, 2024

From reshaping ingrained company cultures to harnessing the power of big data, I’ll explore how industry leaders like Toyota, Salesforce, Target and Netflix have successfully navigated these challenges. times higher customer retention and 1.9 As before, I provide supporting data and some inspiring case studies to get you going.

Customer Centricity 62

Customer Centricity Culture Leadership Workshop 62

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. On a weekly basis, at the very least.

Workshop 72

Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Workshop Employee Experience 63

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

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

2024 83

2024 Article Customer Service Retail 83

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

2020 80

2020 Article Customer Service Contact Center 80

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Liberate yourself from toxic professional stories. Contact me here.

Workshop 70

Workshop Presentation Leadership 2019 70

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Follow on Twitter: @Hyken.

Fashion 77

Fashion Customer Service Training Workshop Reference 77

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Confusing Customer Service Delivery with Customer Experience Delivery. 2 Ways We create unforgettably Innovative Customer Experiences. How a Customer Experience Culture leverages Collaboration.

2018 65

2018 Blog Workshop Innovation 65

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

2023 14

2023 Article Customer Service Loyalty Programs 14

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Article 64

Article Customer Service 2023 Customer Centricity 64

One Millimeter Mindset

OCTOBER 4, 2018

When we are not curious about whether an issue impacting customers is, in fact, being addressed, we are irresponsible. So, why not let customer-focused questions move us one millimeter outside our departmental confines and comfort levels? How often does the customer finally alert us to a compromised relationship?

Workshop 71

Workshop Customers Events Culture 71

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. You get the idea.

Workshop 116

Workshop Presentation Customer Service Training Customer Service 116

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Sports 71

Sports 2009 2022 Financial 71

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Customer Experience 156

Customer Experience Download Workshop Metrics 156

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

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

SurveySensum

JANUARY 11, 2024

These tools aren’t just about efficiency; they are about creating a seamless workflow that empowers your team to deliver exceptional customer service. Today, businesses are opting for different work cultures and styles. Consequently, their ability to satisfy and delight customers also increases.

Demo 52

Demo E-support Culture Feedback 52

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeremy Watkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59