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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

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7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233
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4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. It’s nearly impossible to deliver great customer experience without creating a customer-first culture.

Culture 251
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Building Your Best Culture in 2019

CX Accelerator

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
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The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. This strengthens brand connection and creates a customer-centric culture.

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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

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Your Guide to Mastering Brand Reputation Management

InMoment XI

A positive internal culture translates into positive external perceptions. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics. A strong thought leadership presence can attract positive media coverage.

Brands 378