Kristina Evey

JULY 25, 2019

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Culture 120

Culture Customer Experience Employee Experience Customers 120

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Help Scout

AUGUST 22, 2023

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company. Read the full article

Customer Service 100

Customer Service Culture Customers Company 100

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. A lifetimes ambition, I am beyond excited!!

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer Centricity 86

Customer Centricity Culture Tips Loyalty Programs 86

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 397

Customer Experience Customers Customer Experience Design Customer relationships 397

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Customer Experience 291

Customer Experience Customers Innovation Culture 291

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 14) have a scapegoat culture.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 110

Culture Customer Centricity Sports Customer Service Training 110

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss. Must-Read Classics.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

SurveySparrow

AUGUST 30, 2023

Are you skimming through the next set of books to add to your reading list? If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! (As Interesting right?

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. Do you build balanced relationships with customers, where both sides win?

Culture 277

Culture Customer Experience Hotels Policies 277

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”. We had six values.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 119

Customer Centricity Culture Competitive Advantage Customers 119

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

Seaton CX

MARCH 24, 2022

Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations.

Customer Centricity 75

Customer Centricity Culture Customers Customer Experience 75

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Used with permission.

Culture 174

Culture Hotels Customer Service Hospitality 174

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Tips Automotive 260

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode! Let’s talk!

Policies 200

Policies Roadmap Culture Leadership 200

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience , Author, Coach, and Educator. Karen is the principal of Co.-Design

Culture 52

Culture Connections Contact Center Leadership 52

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. 4 customer success books you need to read now!

Customer Success 52

Customer Success eBook Leadership Innovation 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Customer Bliss

NOVEMBER 17, 2016

, I think most companies understand the value of their customer culture. You want to make sure that customers are being heard and representing a revenue stream. There are, unfortunately, companies that still have no clue how to value customers. Why does customer culture fail? Your customers will love you.

Culture 0

Culture Consulting Customers Metrics 0

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We had them define their experience.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Customer Experience 3.0: ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Happier contact center agents mean more pleasant interactions for customers. By the book.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Horizon CX

MAY 7, 2021

There are roles responsible for closed-loop programs and closing the loop with customers. Thank the respondent for their business and being a valued customer. The business needs to show how much they value the feedback and the customer’s time by responding with urgency. Appreciate.

Culture 130

Culture Net Promoter Score Hotels Survey 130

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 52

Customer Centricity Culture Leadership Innovation 52