SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM). We need visionary leaders.

Customer Centricity 52

Customer Centricity Report Innovation Employee Engagement 52

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. What traits must a customer-centric leader possess? While this sounds easy, it is no easy job!

Customer Centricity 110

Customer Centricity Culture Metrics Measurement 110

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. We all know happy employees make happy customers. All the rest are costs.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

CX University

JULY 31, 2018

The key to satisfaction, in both workers and customers, resides in the same fundamental capability: organizations must be able to listen, and employees must be able to enact real change. Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure.

Employee Engagement 65

Employee Engagement Customer Satisfaction Engagement Culture 65

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” These employees start their work day, they perform their job at acceptable levels, and they go home.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

MyCustomer

MAY 20, 2021

TTEC, one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions, has bee 20th May 2021 TTEC EMEA Win 2 Customer Centricity Awards

Customer Centricity 40

Customer Centricity Employee Engagement Innovation Engagement 40

Alida

OCTOBER 4, 2016

In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.

Engagement 250

Engagement Strategy Entertainment Exercises 250

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Engagement — Collaborating for Results.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

CSM Magazine

JANUARY 9, 2023

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM).

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

ijgolding

MARCH 20, 2017

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. The word ‘empowerment’ is often chided, but in the context of creating a customer centric culture, it is a necessary ingredient for success.

Engagement 164

Engagement Customer Experience Customer Centricity Tips 164

ShepHyken

DECEMBER 27, 2022

She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with. Listen to your employees, too, not just your customers.

Healthcare 126

Healthcare Customer Centricity Customer Voice Employee Engagement 126

Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !” Encourage experimentation and risk-taking to drive innovation in the customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Engine Insights

OCTOBER 2, 2015

Each year, ORC International celebrates excellence in employee engagement amongst our clients around the world. Winners of ORC’s International Excellence in Employee Engagement Award achieve the highest engagement survey scores relative to external benchmarks. Mark Musgrave, Dow Jones.

Employee Engagement 40

Employee Engagement Engagement Customer Centricity Social Media 40

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. As you are building customer journey maps, share what you find.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

West Monroe

JUNE 26, 2018

Over the past few years, water utilities have begun to embrace the importance of a unified customer experience strategy – one that involves technological transformation, employee engagement, and process improvements. A unified customer experience strategy requires more than employee engagement.

Customer Centricity 40

Customer Centricity CRM Employee Engagement Loyalty Programs 40

Experience Matters

NOVEMBER 14, 2014

I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. He describe Amazon.com as “The Earth’s Most Customer-Centric Company,” or just EMC 3.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Use customer feedback and craft an action plan that addresses what your customers want from you. .

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. Customer Feedback and Insights. Innovations and Forecasting. Invite your team.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

ECXO

MAY 29, 2024

This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach. Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences.

Innovation 52

Innovation Culture e-support Feedback 52

Strativity

AUGUST 19, 2014

Attendees will learn: Strategies to get first-line managers on board with cultural transformation; Common pitfalls companies may encounter while implementing engagement programs; The financial and cultural benefits of investing in your employees. His strategic framework converts organizations from product to customer centricity.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Experience Matters

DECEMBER 22, 2014

.” He told me that if employees feel respected and taken care of, then they will treat the fans the way that the organization wants them to be treated (I couldn’t agree more, see our Employee Engagement Resources ). The Diamondbacks use several mechanisms to engage employees.

Culture 313

Culture Sports Employee Engagement Leadership 313

Qualtrics

AUGUST 15, 2019

Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. Giving every employee a voice – in a scalable way.

Innovation 41

Innovation Examples Customer Centricity Employee Experience 41

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. For more information visit Calabrio.

Connections 52

Connections Contact Center Analytics Innovation 52

ECXO

MAY 14, 2024

Why the Shift to H2H Matters Emotional Engagement: Consumers and business partners are no longer satisfied with impersonal transactions. They seek emotional engagement and experiences that resonate on a personal level. Develop customer-centric solutions: Focus product development on the problems customers need to solve.

B2C 52

B2C B2B Leadership Culture 52

BirdEye

MAY 17, 2023

They also are excellent tools for employee engagement and loyalty, which in turn, boosts productivity. Apple Mission statement : “Bringing the best user experience to its customers through its innovative hardware, software, and services.” Amazon Mission statement: “To be Earth’s most customer-centric company.”

Examples 98

Examples Innovation Sports Social Media 98

Second to None

APRIL 4, 2019

It may be easy for C-level leaders to place the responsibility of cultivating a culture of engagement in the hands of management while they turn their attention towards high-level business affairs. Engagement levels coincide with the perceived satisfaction and fulfillment that employees feel towards their position and workplace.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100