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

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Vonage

APRIL 13, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Establish a framework for delivering a seamless customer experience.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

Customer Bliss

APRIL 1, 2016

Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. Are leaders united in how you improve your customers’ lives?

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

ShepHyken

MAY 29, 2020

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Leadership. Core Values.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. Without empathy around that person and that experience, you don’t only risk missing an opportunity to make your customers’ and employees’ lives better… you risk directly making them worse.

Exercises 214

Exercises Culture Employee Engagement Customers 214

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. It's time to go from surviving to thriving for the sake of our employees and our customers. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. It's time to go from surviving to thriving for the sake of our employees and our customers. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Short segments allow immediate application exercises, to practice on-the-job for new habits. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Research your customers. These are all learning exercises. Characterize.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Are there leaders who aren’t engaged with the work around improving the customer experience who should be?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Maz Iqbal

OCTOBER 16, 2014

Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. Customer experience motivates the employee experience. Is that why customer journey mapping, and VoC surveying, are so common place. Why is this the case?

Customer Journeys 73

Customer Journeys Case Study Customer Philosophy Customer Experience 73

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

CX Journey

SEPTEMBER 8, 2016

If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers. So it's important that we listen to employees and find out what's keeping them from being able to delight customers. I conducted an employee journey mapping workshop for a small retailer.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Customer Bliss

NOVEMBER 6, 2018

You may remember from your Anthropology 101 class in college that anthropology is the study of human societies and that ethnography is the study of the customs of individual people and cultures. Start to bring your leadership team along on the importance of applied anthropology and ethnography.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Being customer-centric happens by design. Research your customers. These are all learning exercises. Characterize.

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Second, desire for the role, or cultural fit, matters way more than skillset. Then, think about leadership in general. Here’s the webinar in full. A: First, it matters how you recruit.

Sales 52

Sales Customer Success Tourism Roadmap 52

ECXO

JUNE 20, 2023

How do you shift to a purpose-driven culture? It’s hard work changing culture. B2B buyers experience your brand before they ever become customers. Revisit your journey maps and your customer data to also understand what drive buyers experience before you know about them. Buyers and sales cycles are forever changed.

B2B 122

B2B Brands Innovation Government 122

Thematic

FEBRUARY 19, 2019

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? CX is the “eat healthy and exercise” of the business world. You’re not alone.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

CX Journey

MARCH 16, 2017

How can you make customer experience improvements if your leadership team tells you there's no budget for said changes? Many of them are soft skills, but they can all make a difference to the customer and her experience (and could even save the company money in the long run). You did take the time to build the case , right?

Exercises 112

Exercises Culture Policies Employee Experience 112

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journeys 40

Customer Journeys Management Metrics Customer Success 40

CX Journey

SEPTEMBER 1, 2015

When it comes to designing a great employee experience, the steps are really not much different from designing a great customer experience: we must first understand - because we cannot transform something we don't understand. Maps will facilitate a culture transformation - to employee-centric and customer-centric.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Customer Alignment

APRIL 25, 2017

Michael O’Leary’s refusal to listen to his customers was high profile and well documented as was his change of heart when he admitted in 2015 that he’d made a mistake neglecting customer service and intended to make the airline’s customers “happy” from now on.

Customer Experience 40

Customer Experience Customer Journeys Leadership How To 40

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. You will need strong insights to convince your leadership of the need for investment in CX.

Tips 83

Tips Customer Insights Leadership Exercises 83

ClientSuccess

JANUARY 25, 2021

Your customers should be in the right ‘stage’ for a case study or else they may feel overwhelmed and put-upon. Increasing transparency into the customer journey for your marketing team so they aren’t constantly asking if a customer is ready for a case study can help streamline this process on both sides.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

Education Services Group

OCTOBER 27, 2020

Digital Engagement is arguably one of the most critical pieces of a customer journey. The suggestion to engage the customer in journey mapping exercises seems like such an obvious approach to CS, but is surprisingly not leveraged as much as it could be.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

SuiteCX

FEBRUARY 13, 2015

Starting to cause some ‘NPS fatigue’ for both customers and employees. Doesn’t necessarily work across all cultures. ©2015 suitecx – Confidential Consumer Mapping Experience Mapping isn’t a stand-­‐alone exercise ti0 Mapping only outbound touches Does not address the whole customer experience.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience. We’ll turn this around.”

Leadership 52

Leadership Customer Journeys Course Exercises 52

Maz Iqbal

OCTOBER 10, 2014

Let’s listen (bolding mine): … HR are seen as playing a role in implementing some customer journeys, but are not genuine partners in the overall strategy. Putting in place a progressive customer governance, which unites marketing, operational and HR professionals, is an important consideration … Is that enough?

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

ProProfs Chat

JULY 6, 2018

By implementing VOC systems, companies acquire the ability to capture and analyze customer feedback in real time and transform it into customer intelligence. This creates a unified approach that takes into account the customer’s entire customer journey through multiple contact channels. Brian Andrews.

Customer Service 100

Customer Service Tips Culture Customers 100

Experience Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Martin Hill-Wilson

SEPTEMBER 2, 2015

To that end many of them such as Emma, Bian and Clare are determined iconoclasts: bending the rules to make it work, despite the challenges thrown up by corporate culture and rulebook. They create the shortcuts that make the customer journeys work. They want things to be fixed both for the customers’ sake and their elite team.

Customer Service 40

Customer Service Case Study Customers Exercises 40

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. As the saying goes, it takes a village—and a committed one.

Exercises 246

Exercises Customer Centricity NPS Culture 246

Michel Falcon Experience

OCTOBER 21, 2019

If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. When our company added another venue and 50+ new team members I knew we would need help so I created a Culture Committee team. Determine Your Customer’s Pain Points.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111