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

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. Perception is reality.

Culture 83

Culture Leadership Exercises Groups 83

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

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. I would say timing, leadership and competitive pressures really have opened the door for us,” says Amanda. With Organizational Maturity Comes Increased Responsibilities.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

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

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. And, clearly, I believe he's on to something: we have a crisis in leadership.

Leadership 169

Leadership Culture Hospitality Measurement 169

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you developed a Culture Ambassadors program? Together, we'll make a dent!

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly! Cultural transformation is never easy.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? To add a little more detail to that, culture = values + behavior.

Culture 145

Culture Employee Experience Leadership Customer Experience 145

Clarivate

DECEMBER 3, 2021

From 5,554 articles published between 2015 and 2018 in five high-impact medical journals, only 35.6% Do you see women’s leadership role in COVID-19 research and response as a springboard for a more equitable future and recovery post-pandemic? were written by a woman as the primary author. Work with us.

Leadership 52

Leadership Study Trends Groups 52

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

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

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! And that’s not all….

Innovation 40

Innovation Leadership Culture Customers 40

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

CX University

MAY 16, 2023

Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

Alida

SEPTEMBER 21, 2018

“It’s our job to help people understand what we know about treating data with integrity, and that means we all have to learn how to become teachers as well as practitioners in the area of good data culture,” she said. Taking a relationship-based approach is a good start. Customer data should only be collected with the customer’s consent.”.

Innovation 145

Innovation Feedback Customers Engagement 145

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. The post 5 Top Customer Service Articles For the Week of February 19, 2018 appeared first on Shep Hyken.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Develop your own unique culture and your own unique customer experience.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

CX University

APRIL 15, 2018

April 15, 2018. Let’s make 2018 the year we follow the “rule of five.” CX University’s Mohamed Latib and his band of CX experts will be traveling the globe to provide CX Leadership Training workshops during the summer 2018 season. How can we create a unified cultural and operational change at the highest level?

Financial 40

Financial Culture Travel Customer Centricity 40

Strativity

JUNE 4, 2018

Leading Customer Experience and Design firm Strativity Group unveils the Cultural Experience & Performance (CEP) Index for a combined measure of brand strategy, employee experience, operations, customer experience, and culture. Culture and purpose-based performance are no longer optional.

Culture 40

Culture Groups Employee Experience Leadership 40

Magellan Solutions

MARCH 13, 2024

However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. Encouraging cultural awareness and open lines of communication across teams can help bridge gaps and facilitate a smoother working dynamic.

Tips 105

Tips Culture e-support Communication 105

Russel Lolacher

APRIL 20, 2021

It’s like having your very own company culture radio station. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. As new staff join your organization, podcasts are an informal and accessible entry way into the culture of your organization.

Engagement 122

Engagement Culture Entertainment Communication 122

ClientSuccess

AUGUST 30, 2018

As we’re less than two weeks away from the 2018 CS100 Summit , we’re reflecting on some of the amazing messages we’ve heard over the years. 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.

Leadership 40

Leadership Customer Success eBook Culture 40

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? To add a little more detail to that, culture = values + behavior.

Culture 80

Culture Employee Experience Leadership Customer Experience 80

CX Journey

MAY 2, 2018

Image courtesy of Pixabay Have you seen Jeff Bezos' annual shareholder letter for 2018? Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. This year's letter is a lesson both in leadership and in living your core values. Dave Logan.

Leadership 116

Leadership Culture Fashion Innovation 116

Customer Bliss

DECEMBER 26, 2018

Many point to the automotive industry as the beginning of this survey score culture. CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Oct 20, 2018 at 10:00am PDT.

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

CloudCherry

SEPTEMBER 18, 2018

For example, underscoring the importance of CX in building company culture, beating the competitors or leaving a long-lasting legacy are all impactful strategies for influencing executives. . When: Wednesday, September 25th, 2018, 9 am PST . Attend 14 Hacks to Creating a CX Business Case .

Financial 150

Financial Measurement Leadership Resources 150

West Monroe

MARCH 7, 2024

These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. It's essential for companies to build a culture and strategy around security governance that aligns with their business goals, regulatory needs, and risk tolerance. The NIST 2.0

Industry 40

Industry Government Leadership Healthcare 40

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

Experience Investigators by 360Connext

JULY 30, 2019

Enlightened Leadership. According to Forrester’s State of CX Management from December 2018, the majority of brands have “fractured culture efforts, resulting in disjointed CX.” It’s possible, but just like most things, it takes a village. 5 Traits of Teams That Have Closed the Customer Experience Gap: 1.

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. In part one, I'll focus on those reasons attributed to company leadership; in the second part, I'll outline reasons associated with employees and operations. Ultimately, it's all on leadership, but I'll drill down a bit in part two.) The culture is a mess. Bankruptcy.

Leadership 137

Leadership Culture Resources ROI 137

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Real will also focus on expanding Strativity’s reach across the broad portfolio of clients within LRW Group, which acquired Strativity in early 2018. “We

Groups 98

Groups Consulting Leadership Innovation 98

CX Journey

JUNE 17, 2019

It appeared on the Forbes site on November 14, 2018. In the previous article , I focused on those reasons attributed to company leadership; in this article, I'll outline reasons associated with employees and operations. Ultimately, it’s all on leadership.) Develop your own unique culture and your own unique customer experience.

Customer Experience 83

Customer Experience Management Culture Customer Centricity 83

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Michael Lowenstein, Ph.D.,

Survey 111

Survey Company Leadership Study 111