ShepHyken

JUNE 14, 2021

As the author of this article calls it, there is a customer service gap, a disconnect. It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Usually, the leadership thinks they are much better than they are.

2021 102

2021 Article Customer Service Retail 102

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

CSM Magazine

APRIL 18, 2025

Customers are more likely to stay loyal when they feel seen and understood. Empower Your Employees : A customer-focused culture starts internally. Train and encourage employees to prioritize customer needs in every decision and interaction. Commit to Continuous Improvement : Customer expectations shift over time.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

ShepHyken

NOVEMBER 22, 2021

My comments here aren’t as much directed at all employees, which is what the tip implies, but really at leadership. If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers.

2021 93

2021 Article Customer Service E Commerce 93

CSM Magazine

MARCH 6, 2025

Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement. The firm also offers personal development, employee benefits, community events and charity initiatives.

Engagement 52

Engagement B2B 2020 Customer Satisfaction 52

ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Tools to Manage Customer Unhappiness by Servicebrand Global. This grew to 29% by 2018. Not anymore!

2022 71

2022 Article Customer Service Magazine 71

ijgolding

NOVEMBER 22, 2016

They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work. Their understanding of what it feels like to be a customer will give them an inherently better ability to make customer focused decisions.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . Get leadership involved.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Integrity Solutions

MAY 26, 2022

This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Ethisphere Magazine recently summarized a number of its findings and current trends related to the link between business integrity and long-term business performance.

Sales 52

Sales Culture Magazine 2021 52

CSM Magazine

APRIL 28, 2016

And, while they may put up with it, customers shouldn’t have to deal with a customer support rep who is scripted, apathetic, and isn’t customer focused. How can a customer have a positive emotional connection to the company if the employees come off as fake or insincere? The best customer-focused people care.

Customer Service 65

Customer Service Customer Service Representative Leadership Customer Service Training 65

CSM Magazine

NOVEMBER 30, 2016

Our team leadership effectiveness hinges on: My level of self-confidence. Servant-leadership. They are our “customers” (although “partners” is generally more appropriate). Strong team leadership skills. That provides a model and authentic team leadership for everyone else. It can be done. It is being done.

Leadership 40

Leadership Workshop Financial Management 40

Gainsight

JANUARY 18, 2021

All their organizations are structured and aligned with customer-centricity in mind. . Lee’s career began in the mid-nineties at a technology publishing company, IDG, specifically at CIO Magazine. Having leadership that embraces the vision of the role of the Product is essential to customer success.

Innovation 52

Innovation Leadership Customer Centricity 2012 52

Talkdesk

AUGUST 21, 2017

This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 41

Customer Centricity Magazine Culture Leadership 41

Talkdesk

AUGUST 21, 2017

This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 41

Customer Centricity Magazine Culture Leadership 41

CSM Magazine

MARCH 30, 2020

For customers, focus on what is important to them given the current situation. Hira Ali is an author, writer, speaker and executive coach focused on women’s and ethnic leadership development, closing the gender gap and breaking glass ceilings. About the Author.

Communication 119

Communication Government Fashion Airlines 119

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Talkdesk

AUGUST 21, 2017

This piece was originally written by Nate Peace, Spothero Support Operations and Systems Lead, for Opentalk magazine. The customer-centric mindset is a well-practiced, well-implemented philosophy that has shaped many of the best and longest lasting companies (Zappos, Nordstroms, Sears, etc.). PROMOTE CULTURE THROUGH THE LEADERSHIP.

Customer Centricity 40

Customer Centricity Magazine Culture Leadership 40

Wootric

FEBRUARY 14, 2019

Why we love Blake: She’s a self-described “customer experience futurist”, keynote speaker, author of More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences , and host of The Modern Customer Podcast. Bruce Temkin. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Amity

JANUARY 11, 2018

With that, our job has shifted from mainly walking customers through the platform to finding new systems and processes to feed those feedback items back to our product and leadership teams. The best way to get to know the customer is to talk to them and allowing everyone to do so keeps the company and product customer-focused at scale.

Customer Success 94

Customer Success Culture Customers 2011 94

LiveChat

NOVEMBER 16, 2018

This intense customer focus has paid off for those who’ve gotten their customer experience just right. Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customer service. On the other hand, poor customer service can cost companies dear.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

CSM Magazine

AUGUST 31, 2016

He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

Customer Service 80

Customer Service Customer Experience Customers Customer Satisfaction 80

CSM Magazine

FEBRUARY 19, 2016

He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

Connections 60

Connections Customer Satisfaction Loyalty Customers 60

CSM Magazine

JUNE 23, 2016

A customer service culture starts with the people. And, there are plenty of good people out there, just some of them aren’t suited for a truly customer-focused organization. Make sure they buy into your customer service definition and are ready and willing to be a part of the initiative. But, what about current employees?

Customer Service 60

Customer Service Definition Culture Leadership 60

Middlesex Consulting

DECEMBER 27, 2015

3 Aligning teams & people around the customer and ‘Busting the Silo’s’ 4 A formal programme that supports the people development processes to achieve the business’s goals. THERE IS A POWERFUL LINK BETWEEN LEADERSHIP, BRANDS, PEOPLE AND STRATEGY. 5 Recognise and reward success.

Culture 60

Culture Technology Brands Brand Values 60

CSM Magazine

MARCH 23, 2016

Customer service goes far beyond a one-time visit or experience. Customer service that turns average, ho-hum customers into raving fans can only be accomplished by a team full of customer-oriented, customer-focused people driven to impress and inspire customers with their level of concern.

Definition 45

Definition Leadership Customers Customer Service 45

CSM Magazine

JUNE 23, 2016

Restaurants regularly replace spilled drinks; their rules might indicate no free drinks but they replace a spilled drink because that’s good customer service. The drink doesn’t cost much but is worth much more than the cost in positive customer response.

Customer Service 58

Customer Service Government Customers Retail 58

CSM Magazine

APRIL 26, 2016

He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with customers and excelerate performance and productivity with leaders and employees.

Customer Experience 53

Customer Experience Measurement Connections Customers 53

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. Toben and Maier will be closely aligned to deliver innovative ways to reinforce, deliver, and measure the growth impact of Calabrio’s customer-focused culture.

Customer Success 40

Customer Success Contact Center Sales Customer Centricity 40

CSM Magazine

NOVEMBER 9, 2022

Change management improves communication, persuasion, leadership, and structure. Creating a customer-focused organization starts with team spirit and avoiding a silo mentality by encouraging a free flow of information. Changes always come with risks.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

CSM Magazine

MAY 23, 2017

He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with your customers and ‘excelerate’ performance and productivity with leaders and employees.

Leadership 49

Leadership Customers Culture Customer Satisfaction 49

CSM Magazine

DECEMBER 21, 2022

DEI training will equip your HR department with the inclusive leadership skills needed to not only attract but also retain diverse top talent. Once-effective organizational silos may cause problems for a customer-focused corporation. By doing so, you’re getting a step closer to a modern business.

Social Media 52

Social Media Culture Document Leadership 52

CSM Magazine

JANUARY 27, 2021

Kyle started out with the vision of improving the style and privacy of people’s homes with blinds and shades while putting customers at the heart of his business. The company has grown significantly since the early days of working out of a garage, but the customer-focused values remain the same.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52