Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

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 450

2020 Customer Journey Mapping Culture Innovation 450

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Whether or not your title says it, your leadership is needed! Take a minute to dive in and keep learning.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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

ShepHyken

OCTOBER 19, 2016

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Customer Loyalty Lessons from Mama Louise appeared first on Shep Hyken.

Loyalty 134

Loyalty Customer Service Training Customers Customer Service 134

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Then do it all over again.

2020 250

2020 Net Promoter Score ROI Metrics 250

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Habit #2: Employee satisfaction and loyalty leads to customer satisfaction and loyalty.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

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? NPS, CSAT, CES, etc.)?How How will you define success?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Hotels 231

Hotels Social Media Innovation Consulting 231

Experience Investigators by 360Connext

MARCH 16, 2015

More special events this month: Customer Experience Summit Chicago. Jeannie will be leading a roundtable discussion about understanding microinteractions and how they can lead to increased loyalty, brand advocacy, and an overall improved customer experience. . Need a customer-focused speaker for your next event?

Events 223

Events Customer Experience Webinar Telecommunications 223

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

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. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What if standards for every role could be defined by customer expectations rather than industry norms?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What if standards for every role could be defined by customer expectations rather than industry norms?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. My Comment: I hear it over and over again from B2B leadership.

Article 158

Article 2021 Customer Service B2C 158

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

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. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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 2020 B2C Customer Journey Mapping 178

Micah Solomon

OCTOBER 10, 2018

Reactive customer service leaves your business in that dangerous commodity zone, where you’re interchangeable with the competition in the minds of customers. That is the difference between providing ho-hum service by merely reacting to customer requests and building loyalty through true anticipatory service.

Leadership 68

Leadership Customer Service Seminar Hotels 68

CSM Magazine

APRIL 18, 2025

They dont just “talk the talk” about customer engagementthey build entire ecosystems around it. Through constant innovation and a clear understanding of what players actually want, theyve managed to not just attract customers, but earn their loyalty. More importantly, their approach isnt exclusive to iGaming.

Customer Centricity 52

Customer Centricity Culture Competitive Advantage 2025 52

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

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Measurement.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience. correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

ClientSuccess

JULY 6, 2022

Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers. What is a customer loyalty program? Toolkit: How To Build Customer Loyalty.

Loyalty Programs 79

Loyalty Programs Loyalty Webinar Definition 79

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. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

InMoment XI

OCTOBER 8, 2024

Benefits of Improving Customer Experience When you improve customer experience, you will notice benefits that reach every part of the organization. Some of the benefits of improving customer experience include: Increased Customer Loyalty When you have a consistently positive customer experience, you will create loyal customers.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 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

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Usually, the leadership thinks they are much better than they are.

2021 102

2021 Article Customer Service Retail 102

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization. (IBM)

2016 125

2016 Article Customer Service Hotels 125

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Focus. Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought. Customer service (along with pipelines and processes) is an enterprise priority, and seen as a vital, and profitable, element of value delivery.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111