CloudCherry

FEBRUARY 28, 2018

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. If yes, how well are you doing it?

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? These following 10 tips will help shifting to a customer-focused environment across your company: 1. Share on twitter.

Customer Centricity 117

Customer Centricity Culture Tips Company 117

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

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. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

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

InMoment XI

OCTOBER 24, 2019

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling. This is easier said than done.

Connections 200

Connections Customer relationships Employee Experience Measurement 200

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. How can companies empower their teams to provide outstanding experiences?

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. In this way, a customer-centric leader acts as a bridge between the customer’s world and the organization, ensuring insights translate into actionable measures.

Customer Centricity 67

Customer Centricity Leadership Customer Journeys Touchpoint 67

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. ” When asked about a company that wowed him with their CX, who did Eric pick? It’s ALL about keeping promises with CX.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

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. Touchpoints are meaningful only if and when the company understands them. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Employee experience (EX) is customer experience!".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. When good people leave, it can negatively impact the morale of other employees, and when people aren’t happy working for a company, the customers can sense it.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

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. Touchpoints are meaningful only if and when the company understands them. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. And, now we have TX (Total Experience). They want the experience to be the same, every time.

Customer Service 136

Customer Service Employee Experience Customer Service Training Strategy 136

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

JULY 27, 2022

You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

NOVEMBER 20, 2019

What got me thinking about this was a recent conversation with Antony Brydon , the CEO and co-founder of Directly , a support automation company. We were talking about how sometimes a company will make a change that dramatically—in a negative way—impacts the customer. This is all about being customer-focused.

Customer Focused 123

Customer Focused Customer Service Training Employee Experience Customer Experience 123

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 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. but have you journey mapped the employee experience.

Customer Journeys 109

Customer Journeys Customer Service B2C Ecommerce 109

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Employee experience (EX) is customer experience!".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. Companies began by creating checklists to ensure agents were meeting all requirements on calls.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

JUNE 9, 2020

They discuss how culture impacts customer service and experience and strategies for designing the company culture. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees. That will drive better products and success for your company.

Culture 88

Culture Employee Experience Groups System 88

Comm100

FEBRUARY 6, 2023

Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values. Research shows that over 80% of companies compete primarily based on CX.

Financial 206

Financial Trends Self Service Customer Experience 206

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Treating your employees like your No. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

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. customer’s average purchase value. .

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

FEBRUARY 21, 2023

So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 67

Customer Experience Customer Service Training Customer Retention Loyalty 67

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

ImprintCX Articles

NOVEMBER 27, 2023

. — Ed Murphy, Co-founder & President, ImprintCX There is a symbiotic relationship between brand experience and customer experience (CX) — neither can be successful without the other. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

CX Journey

FEBRUARY 14, 2018

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) Lots of effort has been put forth to improve the customer experience, with no apparent improvements. Companies are still treating customers poorly.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116