Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

2025 70

2025 Article Customer Service B2C 70

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

Experience Investigators by 360Connext

FEBRUARY 3, 2020

The occasional company-wide training workshop. On-site CX Workshops. For as fantastic as podcasts and online courses are, there’s nothing quite like bringing in an outside consultant to run a CX workshop with your team. Workshops are an incredible way to train your team in a collaborative and interactive way.

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Workshop Healthcare Sales Financial 197

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Driving Cultural And Operational Change. Cross-functionally workshopped the actions. That’s from his LinkedIn, which can be found here. Assessing The Role And Work To Be Done. Dayton needed to make this a priority as well.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Cultural differences have made people skills more challenging in this global environment.

Workshop 152

Workshop Customer Service Training Government Blog 152

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. This culture of active listening also empowered employees to use phrases like “it doesn’t feel like I’m being heard” when active listening wasn’t shown. Misery comparison.

Culture 214

Culture Customers Feedback Workshop 214

Experience Investigators by 360Connext

NOVEMBER 26, 2019

But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Employees get burned out on constant complaints or commands from leadership. Customer-centric culture is all about being proactive. There is a Wall of Fame with each winner’s picture.

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Up Your Service

FEBRUARY 5, 2020

And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. Join the Service Leadership Workshop. Service Leadership Workshop. You love to help people with coaching and mentoring, becoming better leaders. April 9 in Colombo.

Workshop 52

Workshop Leadership Seminar Events 52

Experience Investigators by 360Connext

APRIL 23, 2024

By following these steps and focusing on the right metrics, we can demonstrate the tangible value of investing in customer experience to our leadership, ensuring continued investment and focus on initiatives that drive real business growth and customer happiness. As you consider your own CX strategy, remember that it’s a team effort.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Customer Bliss

MAY 31, 2018

The pillars he created were: strategy, customer understanding, design, KPI, governance, and culture/people engagement. During this time, Antonio and his team crafted internal seminars and workshops based on 3 messages : What is customer experience? Get a Real-Time View of Customer Chats and E-mails. Why is it important?

B2B 107

B2B Seminar Leadership Workshop 107

Retently

OCTOBER 28, 2024

Replacing employees, particularly in leadership roles, can cost up to 200% of their salary. By aligning their career path with the company’s objectives, you can keep them invested and plan for future leadership roles. Leadership Support: How Can I Help You Succeed? Work Environment: How Does Your Workspace Support You?

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. The advantage is that this promotes a customer-centric culture across the entire organization. In an ideal world, CX leaders would get to a place where their role is simply nurturing and ensuring this cultural ideal.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

NOVEMBER 23, 2016

One-company leadership, accountability, and culture. Using this audit in a workshop setting is very powerful, and something we often do at the beginning of coaching. If you’re a long-time follower of my work or just found me, everything I do is rooted in what I call the five competencies. Those are: Customers as assets.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

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. And that strategy reinforces the flaws in our coach potato storytelling culture. We know the plot. A client has a problem.

Culture 71

Culture Workshop Leadership Books 71

Customer Bliss

DECEMBER 4, 2018

.” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 28, 2018 at 8:00am PST.

Download 185

Download Chief Customer Officer Workshop Books 185

CloudCherry

NOVEMBER 3, 2019

“It really starts with leadership staying consistent and actually showing that they care about their employees- not just with words, but with consistent actions over time…and listening to their employees. It’s not like you can just go read a book, and then all-of-a-sudden you’re gonna change your company culture overnight.

2019 150

2019 2020 Workshop Insurance 150

Customer Bliss

JANUARY 10, 2019

CX #Leadership Click To Tweet. He has created and co-lead numerous people and culture initiatives including career progression planning, manager coaching workshops, rotational leadership programs, and cultural programming. About Michael Bair.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. The post Which HR Leadership Conversations Are Really Needed Today?

Leadership 66

Leadership Workshop 2020 Innovation 66

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. As Peter Drucker once said, “Culture eats strategy for lunch.”

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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? Organize workshops, coaching, and training within the company. Learn from each other.

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

Up Your Service

SEPTEMBER 6, 2018

Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist.

Leadership 53

Leadership Culture Engagement Workshop 53

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Culture 52

Culture Healthcare Connections Interaction 52

Experience Investigators by 360Connext

AUGUST 4, 2020

My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. They have leadership roles… Except for those who are working in the field. Does Your Organization Agree on Who Your Customer Is? They are long-term, loyal customers… but also new, fickle customers.

Social Media 265

Social Media Customer Journey Customers Feedback 265

One Millimeter Mindset

DECEMBER 8, 2020

My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. However, these are not easy conversations to have, especially on teams and in cultures where specific roles are ingrained.

2021 114

2021 Innovation Workshop Leadership 114

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Culture 52

Culture Healthcare Connections Interaction 52

Lumoa

FEBRUARY 20, 2018

At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. It makes a lot easier to mobilize the company, if a customer experience metric is followed up at the leadership level, along with the other key performance indicators. Organise workshops, coaching and training within the company.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

One Millimeter Mindset

MAY 21, 2020

Why continue to reinforce a culture of post-sale client abandonment? Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. No more business as usual. Build trust.

Sales 132

Sales Workshop Culture Presentation 132

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.

Workshop 81

Workshop 2011 2012 Leadership 81

Up Your Service

NOVEMBER 15, 2016

How can leaders effectively create a service culture transformation and ensure that all employees not only adopt, but also, embrace this change? These five steps also give us an insight into how leaders can convert employees into ambassadors for positive cultural change. When driving a service culture change this is an important group.

Culture 88

Culture Workshop Innovation Loyalty 88

Experience Investigators by 360Connext

OCTOBER 2, 2024

You can hear everything we learned and access resources to help in this free quick start guide to CX leadership. Lead hands-on workshops and 1-on-1 training to help employees and organizational leaders learn more about customer experience principles and how their work supports the business objectives. Employee education.

Consulting 143

Consulting Customer Experience Leadership Customers 143

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Magazine Employee Experience Engagement 98

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. Adrian Swinscoe – Customer Service & Experience Advisor, Speaker, Workshop, Masterclass Leader. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

2020 132

2020 Customer Experience Magazine Consulting 132

Michel Falcon Experience

APRIL 3, 2019

Not only that, I’m going to teach you how to host a customer journey mapping workshop for your company. Listen to what Steve Mascarin, a local dentist here in Toronto had to say after we hosted a customer journey mapping workshop for his company. Prior to the workshop, this is how we prepared. Well, there’s a lot.

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Customer Journey Mapping Customer Journey Workshop Customer Experience 94