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 aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

eglobalis

OCTOBER 14, 2024

Rather than following pre-set models, learners should be taught how to critically assess customer issues and develop flexible strategies based on the unique circumstances of their company. Their programs emphasize leadership alignment, operational efficiency, and proactive CX strategies that integrate marketing, sales, and service.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 233

Customer Experience Leadership Innovation Workshop 233

eglobalis

JULY 2, 2024

By understanding customer concerns in real-time, businesses can shift from reactive to proactive strategies. Effective leadership necessitates leveraging real-time service data and AI to gain a comprehensive view of the customer journey and sentiment upfront. However, its relevance diminishes with delayed insights.

NPS 373

NPS Feedback Net Promoter Score B2C 373

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. This customer-centric focus is becoming more critical as new generations change how they shop.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. What Does it Take to Be a Customer Focused Organization?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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. Train employees to anticipate and meet customer needs proactively.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. What traits must a customer-centric leader possess? While this sounds easy, it is no easy job!

Customer Centricity 110

Customer Centricity Culture Metrics Measurement 110

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Customer Feedback and Insights. Innovations and Forecasting. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. . What metric went up?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Strategic Investments in Customer Experience As we often say, CX is a team sport. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. It was really innovative and would be cost effective for broad implementation across many industries. ”- Nominator. Check out his profile: [link].

Hospitality 236

Hospitality 2007 Insurance B2C 236

TechSee

SEPTEMBER 20, 2018

This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

2024 195

2024 Social Media Innovation Document 195

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Consider what this means. Consistently. It’s automatic.

2013 252

2013 Customer Service E-support 2014 252

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

SurveyGizmo

MARCH 15, 2021

Every customer now looks for ways to do business both online and in-person according to their unique needs and situation. And the most progressive organizations are embracing strategies focused on customer-centricity. However, all of this only works if you have a corresponding transformation to employee-centricity.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Experience 90

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Building a customer-centric culture is not something you can address with a list of tactics. And customers can lose trust in organizations that don’t have cultures that align with their values.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

InMoment XI

AUGUST 19, 2024

Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. It was really innovative and would be cost effective for broad implementation across many industries. ”- Nominator. . Kristin Guthrie.

Hospitality 210

Hospitality 2007 Insurance B2C 210

Experience Investigators by 360Connext

JUNE 1, 2017

So many organizations are diligent about surveying customers with the Net Promoter Score famous (or infamous, depending on your outlook) 1-question: Would you recommend our company? NPS reports are almost commonplace among those enlightened organizations who began adopting customer-centric ideas a decade ago or more.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Experience Investigators by 360Connext

JULY 23, 2024

Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well. We also delve into the critical role of cross-functional leadership in crafting seamless experiences, which ultimately lead to higher retention rates and increased sales.

Customer Service 190

Customer Service Customer Experience Customer Journey Mapping Leadership 190

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . The company’s leadership needs to be aligned with its customer experience goals.

Customer Centricity 124

Customer Centricity Culture Leadership Healthcare 124