Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Experience Investigators by 360Connext

OCTOBER 11, 2024

Let’s take a look at what separates customer service and customer experience, as well as their similarities, including proven strategies to drive customer loyalty by intentionally balancing both areas. Increase customer loyalty : When customers have a great experience, they are more likely to come back.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

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

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. They protect bad leadership.

Culture 279

Culture Leadership Social Media Consulting 279

eglobalis

SEPTEMBER 11, 2024

When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives. Continuous Learning Cultivates Innovative Thinking: A company culture that promotes continuous learning and development is more likely to foster innovation. You can read it here.

Innovation 451

Innovation E-support Culture Customer Centricity 451

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies. He is the grandson of the founder, Lee Byung-chul.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

Experience Investigators by 360Connext

JUNE 24, 2015

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. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Culture must be proven. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity 2019 227

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

DECEMBER 3, 2024

For example, tracking NPS to determine the success of recent loyalty efforts. Organizations can progress from this stage by first achieving leadership buy-in. Initiate The leadership starts approving key activities as it realizes the value of customer experience management.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Leadership Consulting 195

Experience Investigators by 360Connext

DECEMBER 29, 2014

How do smart companies maintain a customer-centric culture as they grow? Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read'

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Leadership 158

Leadership Engagement Financial Loyalty 158

C3Centricity

NOVEMBER 26, 2024

Companies that use consumer insights to stay ahead aren’t merely reacting—they’re building deeper relationships that foster loyalty and keep consumers coming back. Shifting to Radical Consumer Centricity allows brands to make decisions rooted in authentic consumer insights, paving the way for sustainable loyalty.

Competitive Advantage 116

Competitive Advantage Consumers Banking Loyalty 116

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) It’s ingrained in their culture. However, there are conditions. How can you invest in advance? Here are some ideas: 1.

Banking 286

Banking 2012 Loyalty Culture 286

eglobalis

AUGUST 28, 2024

Free Will is the Same Across Cultures The concept of free will is often viewed through a Western philosophical lens, but it varies across cultures. Recognizing these cultural differences broadens our understanding of free will and its implications. This trust, in turn, fosters loyalty.

Customer Experience 344

Customer Experience Events Customer Service Representative Culture 344

CSM Magazine

APRIL 18, 2025

Through constant innovation and a clear understanding of what players actually want, theyve managed to not just attract customers, but earn their loyalty. Empower Your Employees : A customer-focused culture starts internally. They dont just “talk the talk” about customer engagementthey build entire ecosystems around it.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making. Let’s explore a little bit more.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin'

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. By tapping into this human desire, Spotifys campaign led to over 30 billion streams , showcasing the power of customer insights in driving engagement and brand loyalty. The result?

Innovation 62

Innovation Leadership Insights 2025 62

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty'

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. Loyalty does not mean forever for customers. I love to hang around with entrepreneurs. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

BlueOcean

MARCH 3, 2025

The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? As a sourcing professional, I have to ensure that our company culture is reflected in the RFP and also that the document is customized to the specific industry in which were sourcing.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Culture Customer Experience Featured employee engagement leadership linkedin' Get to the root cause.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. 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

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Leadership ROI Consulting 112

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Culture Customer Experience Featured c-suite leadership linkedin' Who are we serving?

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture. I recognize that they all have good leadership.

Culture 112

Culture Customer Centricity Sports Definition 112

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126