CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

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. Understand customer sentiment. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

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. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value.

Survey 111

Survey Company Leadership Study 111

ShepHyken

FEBRUARY 28, 2022

(Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Most of the systems and processes we use to engage in commerce were built with an emphasis on competent and efficient execution of transactions. These influencers did not hold back.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. 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.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Add to it that leadership also wants to have an ROI. We shouldn’t see employees as simply revenue generators.

Culture 114

Culture Customer Service Leadership Airlines 114

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. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She recently wrote the book on customer understanding ! Bill has over thirty years of luxury resort/club management experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

APRIL 19, 2017

Last month I shared 6 key questions related to the importance of engaging your people in improvement activity. Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place?

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

PeopleMetrics

MARCH 2, 2015

Let’s focus on three things at work here: culture, engagement, and goals. Engagement (or lack thereof) is present in every company. Or the number of applicants who come via employee referral. Goals, culture, and engagement don’t have a straightforward, linear relationship—but they are correlated. Or your time sheets.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. She recently wrote the book on customer understanding ! Bill has over thirty years of luxury resort/club management experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Natalie Petouhof

AUGUST 15, 2022

But having patience can greatly impact whether employees become engaged and support the transformation.”. Too often leaders with their eyes on the prize just don’t realize employees are left struggling to catch up, which leads to delays in adoption because their psychological and motivational needs haven’t been met.

Leadership 52

Leadership Software Chatbots Banking 52

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Employees, though, are critical stakeholders in the delivery of experience value.

Survey 68

Survey How To Culture Leadership 68

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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. Yes, you're in business to create and nurture customers. But without your employees, you have no customer experience.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Smith+co CX

JUNE 20, 2022

Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers.

Brands 36

Brands Retail Culture Leadership 36

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In short, the culture (defined as core values + behavior) must be deliberately designed to be customer-centric. a CCO) who champions the customer across the entire organization. Usually, it’s a leadership issue. The two principles are: Culture is the foundation.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

VDS

MAY 6, 2020

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? CX champions).

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. when a nontrivial number of contributors (all CX pros) to a forum in which I recently participated seemed confused about the difference between Customers and employees.

Airlines 93

Airlines Culture Employee Experience Customers 93

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. The challenges in this stage are employee engagement and retention.

e-support 89

e-support Banking Culture Consulting 89

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. According to a recent study, 69% of employees say they work harder when they’re appreciated. Above all, though, put your people first.

Customer Service 67

Customer Service Self Service Banking Culture 67

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. How customers think and feel as a result of their touch and transactional experiences with suppliers links directly to customer mindset and behavior.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Lead a more employee- and customer-focused workforce. Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. Optimizing your customer experience strategy. Make room for prioritizing the employee experience.

Strategy 62

Strategy Net Promoter Score Customer Experience Effort Score 62

ijgolding

NOVEMBER 22, 2016

They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work. Their understanding of what it feels like to be a customer will give them an inherently better ability to make customer focused decisions. Tip 6 – Communicate, communicate, communicate!

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120