Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Blake Morgan

MAY 31, 2022

That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. . Here are three ways Bill Creelman practices customer-centric leadership: . He leverages a core group of passionate customers. Taking on established beverage companies is a tall order.

Customer Centricity 59

Customer Centricity Leadership Travel Groups 59

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jeff is truly obsessed with customer service. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Help.com

OCTOBER 13, 2014

Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. Onboarding procedures. Practices for how to treat vendors, each other, and other stakeholders.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. Not just customer focus or investor shareholder-oriented, right? They were focused on the well-being of all of their stakeholders because they’re all connected.”

Leadership 200

Leadership Healthcare Feedback Culture 200

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Guidelines 129

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. As some companies grow, they purposely change their shift from customer focused to bottom line focused. At the top levels customer focus, out of necessity, changes to operational focus. It doesn’t.

Industry 100

Industry Culture Metrics Customer Centricity 100

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. This investment will help strengthen relationships with key clients and partners in the Region.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Blake Morgan

NOVEMBER 28, 2023

Will Guidara’s early introduction to the restaurant industry, influenced by his father’s career as a restaurateur, fostered a profound appreciation for the diverse world of hospitality. In an industry prioritizing precision and service excellence, he skillfully harmonized these seemingly conflicting ideals.

Hospitality 59

Hospitality Contact Center Leadership Culture 59

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Blueprint for customer-centricity. , Zappos is a case study on how to create a customer-focused culture.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

CX Centric

MAY 27, 2024

If you look at any successful organization, it will surely have customer focus at one of its core values and rightly so. After all, the customers are the reason for which the company exists. Customer obsession means constantly listening to customers, and then continuously testing, enhancing, and personalizing the customer experience.

Customer Experience 52

Customer Experience Customers Culture Customer Centricity 52

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics.

Leadership 40

Leadership Customer Success eBook Culture 40

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

ShepHyken

DECEMBER 3, 2021

Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years. What happens in response to these circumstances is how the company wants to really differentiate itself from our industry peers.

Customer Experience 139

Customer Experience Net Promoter Score Self Service Effort Score 139

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Blueprint for customer-centricity. , Zappos is a case study on how to create a customer-focused culture.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Lumoa

MARCH 21, 2023

Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Unite your business’ leadership. There is no separation between the “customer” work and the “real” work.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

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

CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Compare the above strategies to one $20 billion retailer who spends a few million dollars each year on customer surveys and mystery shops, but has failed to improve.

Customer Focused 40

Customer Focused Company Airlines Culture 40

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. The concept of total quality management (TQM) was introduced and advanced by visionaries such as W.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Zeisler Consulting

NOVEMBER 5, 2020

But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ShepHyken

OCTOBER 21, 2020

Realize that others in your industry are probably asking themselves the same question. My suggestion is to go beyond the competition and look at the best companies from any and every industry. Compare yourself to the best—from any industry—and borrow their best service ideas. However, that can be a dangerous question.

Exercises 154

Exercises B2C B2B Customer Service Training 154

Customer Bliss

AUGUST 1, 2019

Jon wanted to figure out how to bring the perspective of customers back into the business to influence the way they build products, deliver services, and develop company strategies. It was important that he used customer insights to create meaningful work. . Be customer-focused (centricity). Cultivate thought leadership.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

NICE inContact

MARCH 26, 2019

Have company leadership proclaiming how important customers are, but no actions, behaviors or strategies are in place to make it happen. Stage three — Customer-Aware: An organization that has paid more than just lip service to CX and has begun to design a centralized, coordinated effort. Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies Customer Centricity 152

ShepHyken

APRIL 14, 2021

Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. Step Four: Move beyond your industry. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s actually pretty simple, but that doesn’t mean it’s easy.

How To 144

How To Customer Service Training Leadership Meeting 144

ECXO

SEPTEMBER 6, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 73

Customer Experience Data Customer Centricity Culture 73

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. Become the Ritz-Carlton of your industry.

Customer Experience 128

Customer Experience Customer Expectations Customer Service Training Leadership 128

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. We need women in leadership roles more than ever before.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

MARCH 21, 2017

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. After a list is tallied, an interesting observation can be made.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Have they worked in the industry? For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105