InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. CRMs are typically used by teams managing the current relationships of clients or accounts.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

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

ShepHyken

APRIL 22, 2020

I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. This sets the tone for them to manage other details, even the ones they aren’t officially trained to manage. We lead, coach and teach.

Management 137

Management Customer Service Training Books Information 137

Brad Cleveland Blog

FEBRUARY 20, 2025

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 35

Customer Focused Culture Customers Call Center 35

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. When employees are encouraged to adopt a customer-centric mindset, they are more attuned to identifying pain points and opportunities for improvement.

Innovation 451

Innovation E-support Culture Customer Centricity 451

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. The post 5 Rules for Successfully Managing Your Company Politics appeared first on CX Consulting.

Management 148

Management Books Consulting Measurement 148

eglobalis

OCTOBER 1, 2024

To enhance collaboration between IT and Finance, the company can utilize project management tools like Asana to track shared projects, such as budgeting for new technology implementations. It’s challenging to ensure that communication flows effectively without introducing more formal layers of management.

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

InMoment XI

AUGUST 3, 2023

Moreover, the sheer volume of unstructured data can overwhelm traditional data storage and processing systems, making it difficult to handle and manage. Companies may struggle with data silos and do not understand the danger of data silos in customer experience management.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 256

ROI Financial CEM Metrics 256

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

DECEMBER 23, 2024

Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world? How can companies create a customer-focused experience from before a purchase to after? If you find yourself in that 80%, don’t consider yourself a laggard.

Customer Experience 83

Customer Experience B2C B2B Sales 83

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. 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.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 225

ROI Financial CEM Metrics 225

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Manage problems and complaints.

Customer Focused 150

Customer Focused Customer Service Training B2B Customers 150

ReviewTrackers

APRIL 7, 2021

Bank Reputation Risk Management. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Reputational Risk Management in Banking: Best Practices.

Banking 94

Banking Management 2012 Social Media 94

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. Create a book club focused on CX and invite authors to discuss customer-focused ideas.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CX Accelerator

JANUARY 11, 2021

Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Books 266

Books Return on Investment Magazine Culture 266

ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Workshop 86

Workshop Loyalty Programs Customer Service Training Customer Service 86

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Customer Focus Means Cooperation, Even with Competition.

Insights 40

Insights Net Promoter Score Social Media Events 40

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. Customer-centricity isnt just for your customer service team.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

ShepHyken

APRIL 13, 2022

We didn’t accept credit cards, so when customers finished filling up their tanks, we would go to their car, take their money and make the appropriate change.? . She appreciated my assistance, but my manager didn’t. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 136

Customer Service Customer Focused Customer Service Training Customers 136

Experience Investigators by 360Connext

AUGUST 20, 2024

And customer experience management requires a thorough approach to training and educating all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. Develop a “customer room” either in-person or virtually.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

CX Accelerator

JULY 1, 2020

By giving employees the benefit of the doubt and not micro-managing them, you will improve morale and strengthen your relationship with your employees. Include organization change management at the beginning. Crisis or no crisis, employees are a company’s most valuable and most expensive resource.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Events 223

Events Customer Experience Webinar Telecommunications 223

InMoment XI

MAY 24, 2022

The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level. How Does EX Improvement Impact Customer Behavior? For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 221

Employee Experience Culture Financial Leadership 221

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company? CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Beyond Philosophy

NOVEMBER 29, 2019

It starts with Naïve, which are the least customer-focused companies and are unaware of it. Next come the Transactional and Enlightened stages, which are firms that now recognize the problem and are consciously working to change their behavior to have a customer-focus. ”, few of them would say false.

Customer Centricity 142

Customer Centricity Books Consulting Culture 142