Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. The best customer-focused companies are also employee-focused. I’m not a hiring expert, but I know this.

Employee Experience 139

Employee Experience Culture Customer Service Training Books 139

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

JULY 25, 2018

Just as a company wants to keep their best customers, there also needs to be a focus on what you do to keep employees. So, the new question isn’t about customers. It’s about employees and the employee experience (EX). While this question may seem totally focused on the employee, it really isn’t.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Today, my passion is helping businesses become loved by establishing customer focus as a core value. appeared first on CloudCherry.

B2C 186

B2C Workshop B2B Employee Experience 186

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. Also, they published the Culture Book (pictured).

Books 266

Books Return on Investment Magazine Culture 266

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Something simple as a login should never create friction for your customers.

Article 156

Article 2021 Customer Service Loyalty Programs 156

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 195

Culture 2006 Definition Employee Experience 195

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years. Follow on Twitter: @Hyken.

2021 144

2021 Article Customer Service Employee Experience 144

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Culture Automotive 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

NOVEMBER 20, 2019

Regardless of the definition, trauma is not something you want your customers to experience. This is all about being customer-focused. Whenever you make any kind of change to your product, process, price—anything—you must ask yourself, “How is this going to impact the customer?” Change can be good.

Definition 126

Definition Customer Focused Customer Service Training Employee Experience 126

CSM Magazine

APRIL 10, 2025

Features of the Integration The expanded partnership positions 3CLogic and Glidefast to optimize customer and employee experiences with a suite of advanced features, including: Intelligent Voice AI : Deliver smarter, more responsive customer interactions through AI-powered personalization.

Contact Center 59

Contact Center Consulting Innovation Interaction 59

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience.

Engagement 145

Engagement White Paper 2015 Consulting 145

Michel Falcon Experience

NOVEMBER 8, 2015

I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. The post Necessary Steps to Build Your Company’s 2016 Customer Experience Plan appeared first on Michel Falcon Customer and Employee Experience Expert.

2016 166

2016 Customer Experience Employee Experience Customer Focused 166

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

2019 178

2019 2020 B2C Customer Journey Mapping 178

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. The best customer-focused companies are also employee-focused. I’m not a hiring expert, but I know this.

Employee Experience 62

Employee Experience Culture Customer Service Training Books 62

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. Also, they published the Culture Book (pictured).

Books 182

Books Return on Investment Magazine Culture 182

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. but have you journey mapped the employee experience.

Article 114

Article 2020 Customer Journey Mapping Customer Service 114

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Article 141

Article 2021 Customer Service Loyalty Programs 141

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. I have added my comment about each article and would like to hear what you think too.

Article 23

Article 2019 Customer Service CEM 23

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Customer experience suffers, and customers lose faith in the overall brand. A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Do you know what yours is?

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

Michel Falcon Experience

MARCH 1, 2015

If your answer is the latter, it can be difficult to admit, but the reality is that most companies claim to be customer-focused when they’re not.Warby Parker is the former.Warby Parker, whose company name is derived by combining two character names… Read More».

Customer Experience 148

Customer Experience Customer Centricity Employee Experience Customer Focused 148

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

ShepHyken

AUGUST 13, 2019

Understanding Every Interaction to Create the Best Customer Experience. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. A journey map is a graphic representation of every interaction a customer has with you and your business.

Customer Journey 23

Customer Journey Employee Experience Feedback Touchpoint 23

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

2018 19

2018 Article Customer Service Employee Experience 19

ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 100

Employee Experience Hotels Culture Customer Service Training 100

CloudCherry

FEBRUARY 28, 2018

It’s important to leverage different touchpoints such as Email, SMS, Websites and more to listen to what the omni-channel customer is saying today. And acting on this feedback shows customers that you care and portrays to the world the customer-focused culture you’ve instilled. START IMPROVING EMPLOYEE EXPERIENCE!

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231