CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 109

Culture Leadership Exercises Groups 109

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

QuestionPro Audience

MARCH 2, 2018

The 2018 awards season comes to an end this Sunday at the 90th Academy Awards. At the shows leading up to the Oscars, womens movements like #MeToo and #TimesUp have been hot topics, highlighting the importance of female representation and gender equality.

Advertising 150

Advertising Culture Study Innovation 150

Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. Highlights Read More.

Employee Engagement 150

Employee Engagement Report Engagement Groups 150

QuestionPro Audience

FEBRUARY 15, 2018

1 – The Cultural Borders of Songs. 2 – 2018 Edelman Trust Barometer. By: The Pudding, Matt Daniels. Music is universal to say the least, but how universal? The Pudding can tell you, down to the city. They mapped last month’s #1 songs—with audio—in 3,000 cities around the world to see which songs dominated.

Infographics 170

Infographics Ecommerce Government Social Media 170

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 83

Culture Leadership Exercises Groups 83

CX Accelerator

MAY 28, 2019

So how does one develop a team culture such as this? What to know the topic of our highest-attended and most successful training event of 2018? These are but a few ways to develop a culture of caring. It’s superior to even perfect processes or perfect technologies! Naturally, it begins with being very picky about your new hires.

Culture 140

Culture Contact Center Customer Journeys Groups 140

CX Journey

JANUARY 23, 2019

It appeared on their blog on May 8, 2018. Changing Culture, Mindsets, and Behavior How do you design a people-centric culture? It’s definitely a culture shift, a mindset shift, and a behavior shift for most companies! Let’s start with a definition of culture. What is it? That’s it: core values and behaviors.

Culture 94

Culture Leadership Customer Centricity Airlines 94

CloudCherry

OCTOBER 25, 2018

That brings a sense of service to everyone in the business and removes that “it’s not my job” culture to empower the frontline.” Because these metrics were pervasive across the entire company, the culture of the organization changed. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry.

CEM 170

CEM ROI Metrics Call Center 170

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. trillion, according to data from Deloitte , which is more than a quarter of annual retail sales.

Contact Center 136

Contact Center Gamification Retail Course 136

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Jeff Toister is the bestselling author of The Service Culture Handbook. Bots and AI can’t be ignored when it comes to customer service trends of 2018. Start your free trial.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

CloudCherry

DECEMBER 1, 2018

That brings a sense of service to everyone in the business and removes that “it’s not my job” culture to empower the frontline.” Because these metrics were pervasive across the entire company, the culture of the organization changed. The post Takeaways from CEM Asia 2018: Quantifying the Impact of CX appeared first on CloudCherry.

CEM 150

CEM ROI Metrics Call Center 150

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. ” -Forrester Predictions 2018. I wholeheartedly agree!

Customer Experience 286

Customer Experience Culture Report System 286

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. For Phil, a typical day at work includes a lot of listening, several cups of coffee, and plenty of culture revamping. Culture is fluid.

Culture 80

Culture Apparel Retail Advertising 80

Magellan Solutions

DECEMBER 20, 2018

Although 2018 feels like it passes like the wind, for the Manila-based business process outsourcing company Magellan Solutions, it is a long year of fun and development. Employees at play — Summer Outing 2018. The Face of Magellan 2018. The post MS 2018 Year In Review: Level Up! It’s almost the end of the year again!

Sports 65

Sports Call Center Fashion Customer Service Representative 65

Retently

JULY 17, 2018

Satmetrix NICE 2018 average NPS by industry report. Cultural differences can influence NPS survey perception a lot. 2018 NPS Report Update) appeared first on Retently. It will simply give you the wrong idea. NPS shouldn’t be the end point of your benchmarking process. Additionally, conduct a competitive analysis.

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customers Customer Experience Design Customer relationships 127

Customer Bliss

DECEMBER 14, 2018

As many of us are taking some much-needed downtime, I’m closing out the year by replaying some of my most popular episodes from 2018. She explains that Microsoft’s culture looks different in every country, which is another factor to consider when implementing a CX transformation. CustomerExperience #CX Click To Tweet.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

Customer Service 111

Customer Service Self Service Tips Social Media 111

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity Report 283

ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: Let’s start the New Year with a list of 14 customer experience (CX) trends for 2018 by my friend Bruce Temkin. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018. Here are my top five picks from last week.

Customer Service 0

Customer Service Trends Culture Advertising 0

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018. Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018. 5x as likely to forgive.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Comm100

JUNE 19, 2018

Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences. Hiring for culture fit is all-important at Disney, and once Disney had developed a strong culture it became easy to see who would be a right fit for it. Download Now.

Contact Center 101

Contact Center Entertainment eBook Culture 101

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

Michel Falcon Experience

FEBRUARY 25, 2018

The steps are: a phone interview, predictive index, culture interview, skill set interview, assignment, decision, and offer. And that’s the culture interview. That is where you ask questions to understand is this individual going to fit within our company culture. I ask about five questions on this interview.

Tips 113

Tips Culture Video Employee Engagement 113

ShepHyken

OCTOBER 8, 2018

Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. From there you onboard them into the culture, properly train them, and… well, you’ll have to read the article to find out. Good common sense tips to create a customer-focused culture.

Customer Service 85

Customer Service Customer Retention Culture Tips 85

Strativity

FEBRUARY 22, 2018

A recent Harvard Business Review article, “The Leader’s Guide to Corporate Culture,” January 2018, outlines a framework to assess corporate culture themes and types. The authors did a wonderful job in isolating distinct possible cultures such as “Results-oriented” and “Caring-focused.”. They do care.

Culture 40

Culture Groups Engagement Meeting 40

ijgolding

MARCH 20, 2018

The challenge and the desire to make a difference in creating a customer-oriented culture. My book, Customer What – the honest and practical guide to Customer Experience – will be available to purchase in April 2018. What is it that motivated you to advance your career in the customer experience profession?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. Customer-centric culture. Check out the list of all of the speakers. The event will cover: . Digital messaging. Chat integration.

Strategy 59

Strategy Customer Experience ROI B2B 59

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. ” has been selected as a Finalist for the Customer Experience Update annual MVP Awards!! Now through November 27, 2018.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken.

Customer Service 102

Customer Service Retail Airlines Social Media 102

Confirmit

JANUARY 23, 2019

In the recent report “Three Culture Practices For Long-Term Customer Centricity”, by Forrester Research, Inc., To achieve a culture focused on the customer, CX leaders must: Build an org structure that reinforces customer centricity. Analyst, Sam Stern breaks it down into simple terms we can all understand.

Customer Centricity 40

Customer Centricity Culture Innovation Report 40

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity Report 227