Experience Investigators by 360Connext

OCTOBER 11, 2024

Making the Case for Customer Experience Beyond Customer Service to Leaders Prioritizing customer experience as an organizational mindset requires buy-in from the leadership. The best way to gain this buy-in is to prove how a better customer experience can fulfill team goals and directly impact the bottom line.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. This will make the adoption and execution of customer experience initiatives a lot smoother.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

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

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. It’s nearly impossible to deliver great customer experience without creating a customer-first culture.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. This direct alignment between purpose and performance fosters a culture where employees take ownership of both internal transformation and customer outcomes.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer Experience Strategy Success Statement , which identifies the specific customer experience outcomes that will matter most to your organization and how those tie to the broader company and leadership team goals. When considering the spectrum of data-driven CX metrics you can measure, leaders need to define how and why theyre used.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

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

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Customer Bliss

AUGUST 9, 2016

Additionally, she led in the development of a systematic framework for setting quantifiable service standards across product lines, measuring performance to standards, monitoring, and reporting results to senior leadership, employees, and the public. ” Unity Tactics. The first important unity tactic is listening. This past year?

Government 0

Government Leadership Customer Experience 2016 0

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Giving permission and behaviors to model.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

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

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. . You partnered with your financial team to determine what revenue could be tied to improved CX metrics.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. Just starting out?

2020 250

2020 Net Promoter Score ROI Metrics 250

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. Did CSAT get better ?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

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

APRIL 27, 2021

Establish the metrics and milestones you’ll track to know if those efforts were successful. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Cultivate an engaging company culture. Culture also drives collaboration on the customer’s behalf. Step 2: Improve.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. Don’t believe me? That’s fine.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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. Communication.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

Experience Investigators by 360Connext

FEBRUARY 9, 2015

The right way to track customer metrics can vary from company to company. Blog Culture Customer Experience Featured customer service leadership linkedin strategy' But the important thing is to always put your customer first, no matter what. Revise your communications strategy. Live transparently and thoughtfully.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Key questions: How can you cultivate a customer focused culture within your company?Who NPS, CSAT, CES, etc.)?How Who can help you make this successful?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

NOVEMBER 30, 2023

A positive internal culture translates into positive external perceptions. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. A strong thought leadership presence can attract positive media coverage.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value.

Webinar 143

Webinar Metrics Leadership Customer Satisfaction 143

InMoment XI

FEBRUARY 15, 2023

Stage #5: Realize Evaluate and demonstrate results of experience initiatives including (but not limited to) organizational change, improved metrics, and financial impact. That alignment and shared understanding is vital to CX success, and by extension, the wider success of your entire organization.

Sports 221

Sports Leadership Lifetime Customer ROI 221

Customer Bliss

JULY 29, 2021

Practicing leadership bravery really has to be done with these actions to think about. When we look at those operational metrics, make sure you’re not doing anything inadvertently that’s reducing the lifetime value of your customer. Choose Leadership Bravery. Prove Your Values Through Your Actions. Click To Tweet.

Leadership 185

Leadership Airlines Customers Measurement 185

Retently

OCTOBER 28, 2024

Replacing employees, particularly in leadership roles, can cost up to 200% of their salary. Cross-referencing stay interview data with key metrics such as eNPS, turnover rates, absenteeism, and internal mobility, helps assess the effectiveness of retention initiatives. Leadership Support: How Can I Help You Succeed?

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. As these cornerstones of a business transform themselves, the company’s culture may follow suit.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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. Interviewing Senior Leadership. Pay It Forward.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Experience Investigators by 360Connext

JULY 6, 2015

C-level executives often have way too much pressure to achieve really challenging goals around revenue, acquisition, and other important business metrics. If there is a customer champion in any organization, it should be in leadership. They become obsessed with daily dashboards detailing what number went up.2

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. Embracing failure as a part of the innovation process can benefit businesses.

Innovation 70

Innovation Customer Experience Download Leadership 70

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

MAY 4, 2017

Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. These principles were designed to help people relate to their job better, but it’s impossible for a leadership team sit in a room for 40+ hours and design principles. Do you agree? Dashboards!

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160