ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers.

Leadership 125

Leadership Culture Customer Service Training Reference 125

Customer Bliss

MARCH 16, 2017

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This behavior is a hallmark of CEOs obsessed with building customer-driven growth.

Customer Focused 188

Customer Focused Leadership Social Media Books 188

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

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 184

Customer Focused Leadership Books Social Media 184

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership Listening Recipes. You don’t need to spend millions on a “satisfaction” survey.

Leadership 154

Leadership Customer Journey Presentation Connections 154

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). Proving it with actions.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

Customer Bliss

JUNE 2, 2016

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. I get asked often what they are or what that means, so I thought a quick post clarifying customer focus competency would be in order.

Customer Focused 135

Customer Focused Download Leadership Customers 135

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 47

Customer Focused Culture Customers Contact Center 47

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 45

Customer Focused Customers Customer Service Contact Center 45

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. We all see the […].

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

Integrity Solutions

JUNE 18, 2021

In this feature contribution to Forbes , Mike Esterday offers advice for how to prepare your customer-focused teams to deal with a dramatically changed marketplace and customer behavior. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership.

Sales 97

Sales Leadership Article Magazine 97

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 60

Leadership Automotive Hotels Culture 60

CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Compare the above strategies to one $20 billion retailer who spends a few million dollars each year on customer surveys and mystery shops, but has failed to improve.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Micah Solomon

OCTOBER 10, 2018

The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs. This extraordinary level of service is a highly reliable path to winning customer loyalty–and if that’s your goal, it’s essential that it become the rule, rather than the exception, at all levels of your company.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Make it easy for customers and your team to provide ongoing feedback about how to improve the service experience—both good and bad.

Customer Focused 56

Customer Focused Culture Competitive Advantage Measurement 56

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

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. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Leadership 142

Leadership Books Customer Focused Customer Service 142

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Culture Automotive 195

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). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept.

Leadership 72

Leadership Customer Experience Fashion Culture 72

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. L’article John Paul expands leadership in APAC est apparu en premier sur John Paul. www.johnpaul.com.

Leadership 40

Leadership Automotive Hospitality Travel 40

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. Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics.

Presentation 40

Presentation Leadership Customer Success 2017 40

C3Centricity

AUGUST 6, 2024

This seismic shift often faces resistance from employees deeply rooted in traditional practices, who may struggle to see the immediate benefits of a customer-first approach. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. times higher customer retention and 1.9

Customer Centricity 62

Customer Centricity Culture Leadership Workshop 62

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.

Leadership 59

Leadership Blog Loyalty Customers 59

ShepHyken

SEPTEMBER 14, 2022

The customer now compares you to these rockstar brands, not to your competition. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

Culture 110

Culture Customer Service Poor Customer Service Leadership 110

Experience Investigators by 360Connext

DECEMBER 17, 2019

2: 5 Ways to Instill Customer Focused Values Throughout your Organization. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Customers 20

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out.

Customer Focused 20

Customer Focused Culture Leadership Customers 20

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. What if standards for every role could be defined by customer expectations rather than industry norms? Leadership #CustomerExperience #CXDesign. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

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. What if standards for every role could be defined by customer expectations rather than industry norms? Leadership #CustomerExperience #CXDesign. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182