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. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Books 266

Books Return on Investment Magazine Culture 266

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights.

Net Promoter Score 96

Net Promoter Score Customer Centricity Culture Employee Experience 96

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 B2C 2020 Customer Journey Mapping 178

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Books 182

Books Return on Investment Magazine Culture 182

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Younger has earned her reputation as “The Employee Whisperer.”

Leadership 143

Leadership Books Customer Focused Customer Service 143

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Cultural readiness for employee ambassadorship. embedded in the employee experience.

2018 111

2018 Leadership Consulting Employee Experience 111

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

2022 74

2022 Article Customer Service Loyalty 74

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

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

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. 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. Michael Lowenstein, Ph.D., and making a true emotional connection.

Engagement 145

Engagement White Paper 2015 Consulting 145

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 99

Employee Experience Hotels Culture Customer Service Training 99

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

ShepHyken

OCTOBER 29, 2019

These include a CX mindset, company culture, and leadership development. Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better. There is a correlation between how employees feel at work and the quality of work that they do.

Employee Experience 82

Employee Experience Culture Books Connections 82

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

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world.

2019 90

2019 Article Net Promoter Score Customer Service 90

Smith+co CX

JUNE 20, 2022

Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers.

Brands 36

Brands Retail Culture Leadership 36

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Culture 68

Culture Leadership Consulting Employee Experience 68

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Article 116

Article 2019 Customer Service Customer Service Training 116

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In short, the culture (defined as core values + behavior) must be deliberately designed to be customer-centric. a CCO) who champions the customer across the entire organization. Usually, it’s a leadership issue. The two principles are: Culture is the foundation.

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

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

Natalie Petouhof

AUGUST 15, 2022

Accomplishing this requires leaders to undergo their own change management process to move from “command-and-control” leadership to servant leadership. That shifts the focus to empathy for employees. Our focus on customers can make it easy to overlook the impact of our initiatives on our fellow employees.

Leadership 52

Leadership Books Workshop Banking 52

VDS

MAY 6, 2020

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? CX champions).

Customer Experience 52

Customer Experience Contact Center Return on Investment Employee Experience 52

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Employee experience, then, isn’t necessarily a chicken-and-egg precursor to customer experience, but it is certainly parallel at minimum.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience.

Airlines 93

Airlines Culture Employee Experience Customers 93

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110