Experience Investigators by 360Connext

FEBRUARY 1, 2022

We recommend starting with a Customer Experience Mission Statement and building a Customer Experience Success Statement. Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 221

Financial Trends Self Service Customer Experience 221

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Customer experience suffers, and customers lose faith in the overall brand. Conscience.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

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 Leadership 31

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. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

MAY 16, 2023

They appreciate how the contact center agents resolve customer issues. Customers appreciate proactive communications and problem-solving. This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Playvox

FEBRUARY 6, 2024

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

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. If employees aren't happy, satisfied, and engaged, it will be very difficult for them to delight your customers.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's about the employee experience more first!

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CX Journey

NOVEMBER 20, 2014

That translates nicely to customer focus and to delivering a consistently great customer experience. I believe that every company should strive to achieve this level of customer experience maturity , where we look at each other every day and say, "What the hell is customer experience?"

Customer Experience 193

Customer Experience Customer Centricity Return on Investment Culture 193

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

ECXO

JUNE 15, 2021

To successfully implement a customer-centric strategy and operating model, focus first in your company making sure you have and build a culture that aligns with them. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values. Kirsti Laasio.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Actually, the better phrase, their phrase, is "obsessed over customers." You could also replace “vision” with the word “customer” in this quote from Simon Sinek, and it would still work.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 127

Customer Service Training Training Video Customer Experience 127

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. If the systems don’t provide value to employees, they simply won’t use them. What CAN we do for our customers?'

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers.

Contact Center 104

Contact Center Employee Experience Employee Engagement Training 104

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too!

Case Study 152

Case Study Airlines Conference Wait Times 152

Horizon CX

SEPTEMBER 10, 2020

Even though they may never have direct customer interaction, CX affects everyone in a company – not just the customer-facing front line. The Customer’s experience begins as a part of the employees’ experience. Customer Experience MUST be sustainably driven from the top-down. Peter Swaim – V.P.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Journey

JULY 12, 2018

But if employees see that executives put themselves "above the law," forget it; that's a major culture fail. If you're in the midst of transforming your business to a customer-focused/customer-centric culture, then employees look to you for what that means. It means that you'll. It means that you'll.

Culture 92

Culture Customer Centricity Leadership Employee Experience 92

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Survey Case Study Training 113

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Survey 68

Survey How To Culture Leadership 68

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Your customer-facing employees must be able to recognize these moments and the verbal and nonverbal cues that communicate how customers are feeling.

Call Center 111

Call Center Contact Center Training Study 111

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers.

Contact Center 83

Contact Center Employee Experience Employee Engagement Training 83

ijgolding

MAY 23, 2017

Influencing any organisation to constantly focus on the critical need to remain continuously and sustainably customer focused is a never ending task. Even Old Mutual Wealth need to keep guiding their people on the journey towards sustainable customer centricity.

Customer Experience 227

Customer Experience Financial Customers Insurance 227

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Don’t Be Afraid to Reorganize and Restructure Your Team.

Transportation 129

Transportation Industry Management Guidelines 129

Beyond Philosophy

NOVEMBER 22, 2017

About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day.

e-support 89

e-support Banking Culture Consulting 89