ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture.

Culture 160

Culture Hotels Customer Service Training Definition 160

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Document 358

Document Net Promoter Score Government Leadership 358

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront. Source: Forbes.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Customer-Centricity Customer centricity refers to customer-oriented culture in the company. ” – Lynn Hunsaker for ClearAction.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Experience Investigators by 360Connext

MAY 20, 2015

But the definition of a “good” customer experience is based on how you feel after that experience. Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. In fact, you’ll find many articles dance around this question. We won’t mind. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. So, in light of all of that, let's talk about culture.

Customer Centricity 103

Customer Centricity Culture Leadership Definition 103

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections. The latter drawing is the culture you want.

Leadership 23

Leadership Sales Culture Definition 23

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

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. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

DECEMBER 20, 2016

A culture maven who believes Customer Obsession comes from the heart; success is simply unlocking the deep passion that lies within each of us by helping each person realize the important part they play in our Customers’ lives and servant leadership is a huge part of this. Amy definitely does.) Amy was so generous with us!

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

SEPTEMBER 5, 2019

This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. Craig Langlois, #CCO @BerkshireMuseum #leadership Click To Tweet.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

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

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. About Donna.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. We received 100+ nominations that made us aware of real talent being recognised at organisations.

Hospitality 236

Hospitality 2007 Insurance B2C 236

Experience Investigators by 360Connext

JULY 15, 2015

Big data is definitely useful in guiding the big decisions, but please do not ignore the little things! Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. They say things like “one comment isn’t going to hurt us” or “ anecdotes are mostly irrelevant.”

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Combine this with a customer experience champion program within your organization and watch culture really shift. An organization’s leadership must believe in the value of customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Customer Bliss

OCTOBER 14, 2014

Kick-start customer/guerilla metrics into action with these tips: Lay out the guerrilla metrics definitions to your leaders and begin asking for the metrics within one week. Engaging leadership. Embedding culture with new hires. Give a drop-dead date for when you want to know the baseline metrics. People will step up.

Metrics 166

Metrics Definition Leadership Culture 166

Experience Investigators by 360Connext

JULY 6, 2015

If there is a customer champion in any organization, it should be in leadership. They need less effort, more understanding and definitely more appreciation in today’s world. Living in that world, where the org chart clearly shows who is responsible, means it can get challenging to see the forest for the trees.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. We received 100+ nominations that made us aware of real talent being recognised at organisations.

Hospitality 210

Hospitality 2007 Insurance B2C 210

Customer Bliss

JANUARY 31, 2017

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” For example, there’s research that more compassionate work cultures are tied to revenue increases — and have better CX. You need to align and unify with the rest of the leadership team.

Leadership 214

Leadership 2017 Culture Banking 214

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. There are some show notes below, but this interview has a ton of interesting aspects — so I’d definitely encourage a full listen.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. In the RFP process, it is very typical that everyone can benefit from clarity on definitions and standards – and conversation with all hands often leads to clarity.

Contact Center 294

Contact Center Travel 2020 Culture 294

Experience Matters

FEBRUARY 23, 2015

This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ). How Do You Build A Customer-Centric Culture? ” Anyone who cares enough about CX to read this post is not a dummy. What is CX?

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

CX Accelerator

JUNE 27, 2019

I often come back to the saying, “supported people support others” and we have built a culture at Rustici that does just that. Making sure that people have the tools they need to do their jobs is one thing, but creating a culture where people feel valued, their voices heard, and where they want to be is another thing entirely.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. They’re a long-time customer and were really understanding, but according to our own processes, we definitely should have communicated proactively. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Integrity Solutions

SEPTEMBER 2, 2022

But especially today, when talent shortages persist and employees are expecting more from the companies they contribute their time and talents to, you won’t be able to attract and retain the people you need in order to compete if you’re not focused on improving employee engagement and the overall culture. How do they do it?

Management 112

Management Culture Leadership Engagement 112

Lumoa

JANUARY 31, 2023

Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management? Enhance customer-centric culture A customer-centric culture is not born in one day.

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

CloudCherry

FEBRUARY 6, 2020

He also offers his expert opinion on the definition of true communication, detailing it as “when you have an understanding that opens that ability to have both parties really understanding and moving in the same direction towards whatever that value is that both parties need.”

Books 195

Books 2019 Customer Centricity 2020 195

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. Do employees feel heard by leadership? Start with leadership.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. If a career transition is one of your goals, definitely give this whole episode a listen. Episode Overview. Carol Pudnos is one of those. About Carol. The first is clarity.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. As we talked about earlier, you need to have a definition of success, and clarity on your objectives.

ROI 195

ROI Net Promoter Score Webinar Financial 195