Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

ijgolding

JUNE 14, 2016

Four factors made up over 50% of all responses for the enablers : Organisations specifically wanting to have a better understanding of their customers (rather than an inward looking culture) 22%. Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

Omni-Channel 80

Omni-Channel ROI Culture Trends 80

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. At Citrix, she was tasked with driving culture change, for example — but people didn’t know who she was, why she was there, etc. Episode Overview. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did. Budapest Bank had actually started its customer experience program at the end 2015. governance. customer insight. measurement.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. Do employees feel heard by leadership? Start with leadership.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Customer Bliss

JANUARY 3, 2017

He claims that leadership of a department (i.e. One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. It’s the living, breathing version of your culture and, essentially, how you let people behave.

Leadership 183

Leadership Culture Strategy Software 183

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. For as much as the modern business world is beginning to talk about “culture,” many people miss the point. Preventing customer defection: Align the leadership team.

Leadership 100

Leadership Culture Metrics ROI 100

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). People and culture. 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Customer Bliss

OCTOBER 20, 2016

Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Part of it — a large part — is about practicing one-company leadership. Prevent double talk: Unite the leadership team. If the leadership team is not united, the customer experience will be fragmented.

Strategy 100

Strategy Leadership Culture Company 100

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 November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Beyond Philosophy

SEPTEMBER 20, 2018

A culture that takes care of employees happens from the top down. What the leadership at an organization does is what their direct reports will do. If leadership creates a safe atmosphere for employees where they are respected, valued, and listened to, then their employees will tell them the truth. 27 July 2016.

Leadership 136

Leadership Culture Sports Course 136

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 100

Leadership Culture Telecommunications Customers 100

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. Second to that is hiring the right people to execute. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

Alida

MARCH 10, 2017

Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. CX programs require strategy and leadership from the top. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Blake Morgan

MARCH 13, 2023

Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. And that ripple effect empowers female employees to engage in future leadership roles. We need women in leadership roles more than ever before. Women thrive in customer-centric roles. The reason?

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Customer Bliss

FEBRUARY 21, 2017

One-Company Leadership. The subscription model and segmentation rolled out in November 2016 and has been considered a success so far. There is a huge cultural component to creating a customer-driven growth engine; it’s not simply about metrics/numbers, but also people. This work had not been done before at Telegraph. .

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. CX and culture are foundational to a positive customer patient experience and their families. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

Maru/HUB

NOVEMBER 22, 2017

Not only did Uber hide the massive global breach of data in October 2016 and fail to inform those affected, but they’ve also confirmed they paid the hackers to hush them. These news stories about the company are a direct cause of its leaders, the company’s culture, business model, and executive decisions.

Customer Experience 91

Customer Experience Fashion Culture Banking 91

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Show leadership how tracking customer experience is actually a way to retain superstars as well as propagate best practices throughout your organization.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journeys 100

Customer Journeys Culture Customers Tools 100

SuiteCX

MAY 4, 2016

There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.

Customer Journeys 100

Customer Journeys Culture Customers Tools 100

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Company Competitive Advantage Conference 40

CX Journey

MARCH 27, 2019

Research from late 2016 shows that only 53% of employees know their employer's core values. I'm a fan of including employees in the selection of the core values. Teach me and I may remember. Involve me and I learn. It's even more fitting when you see the statistics about how many employees don't know their company's core values.

Company 148

Company Culture Communication Metrics 148

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! Get the right people in the door - not just those folks who fit your culture or your values but also those who truly want to be there, for the right reasons.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ijgolding

FEBRUARY 17, 2016

In 2016, this column will feature thoughts, guidance and inspiration on how to build skills for Customer Experience LEADERSHIP – I very much hope you will enjoy reading them as much as I will enjoy writing them! It is essential that a GREAT CX leader has a well developed FUNNY bone.

Customer Experience 120

Customer Experience Customer Centricity Leadership Customers 120

Beyond Philosophy

DECEMBER 8, 2015

Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? There’s a lot more to tell.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system. Doing so propels the culture to manifest itself.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Beyond Philosophy

AUGUST 2, 2017

They are also committed, in these three ways: Committed to the Organization: Employee Ambassadors are enthusiastic about the company and the different aspects of the company culture. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. I’ve also written about growing leadership listening skills before, so check out that post as well.

How To 100

How To Leadership Social Media Customers 100

CX University

MARCH 22, 2018

CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes and to rewire themselves operationally and financially.” Designing and starting up a customer-experience transformation, 2016). Designing and starting up a customer-experience transformation, 2016). March 2016.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Natalie Petouhof

MAY 17, 2017

When Will Organizational Change Management and Culture Change Be Taken Seriously? The stats show since the late 1990’s – early 2000’s until now, when Culture Change (CC), Organizational Change Management (OCM) and Behavioral Change (BC) is missing from a project, there are issues, yet it’s still not “fashionable.”

CRM 40

CRM Fashion Leadership Culture 40