CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3. Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience.

Employee Experience 60

Employee Experience Customer Experience Loyalty Programs Policies 60

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. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Focus on the Customer Value. Francis saw a lot of positive activity when he joined Rigor.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. Alignment among executive leadership is one of the most critical components for successful service transformation.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. In early August, I shared my post titled Customer Experience Fuels Innovation on Twitter, and Peter chimed in to say, " It sure does !"

Banking 187

Banking Culture Innovation Employee Experience 187

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Put Yourself in the Shoes of Your Customer. How can a vendor be more valuable?

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Beyond Philosophy

NOVEMBER 3, 2015

He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

Leadership 60

Leadership Banking Employee Experience Employee Engagement 60

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. It has been a pleasure working with Shawbrook Bank and Lumoa” says Richard Jeffreys, founder of CX ALL.

Banking 208

Banking Feedback Management Culture 208

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. Others are feeling the pressure to seek buyers and retain customers who are moving their money to perceived “safer” established banks.

Banking 72

Banking Customer Expectations Omni-Channel Financial 72

CX Journey

OCTOBER 6, 2016

Image courtesy of Peter Aceto This is Part 2 of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on Part 1 of my conversation with Peter Aceto with questioning why so many leaders still don't get the importance of focusing on the customer and customer experience improvements. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

Think Customers

JUNE 29, 2022

Many companies are struggling to sustain growth and momentum without a clear customer and employee roadmap. Here are a few highlights: Customer expectations raise the stakes for digital CX. Here are a few highlights: Customer expectations raise the stakes for digital CX. Values are what we say we do.

Conference 59

Conference Culture Customer Journeys Employee Engagement 59

Michel Falcon Experience

FEBRUARY 27, 2020

Receiving a loan from the bank with this proof of income wasn’t very likely. He Changed the Employee Profile. Before Patrick’s leadership, we were largely a team of 20-25 year-olds. He had the experience to recognize that the company needed a team of people with true responsibilities other than buying beer.

Banking 97

Banking Employee Engagement Case Study Course 97

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. Michael Lowenstein, Ph.D.,

e-support 89

e-support Banking Culture Consulting 89

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

CSM Magazine

NOVEMBER 25, 2019

Bots, and the underlying AI that drives them, have become increasingly popular in many Customer Experience and contact center circles, and for good reason. Bots offer extended functionality and enable customers to find answers or support without the involvement of a live agent.

Chatbots 87

Chatbots Strategy Customer Experience Roadmap 87

Beyond Philosophy

AUGUST 9, 2016

CMC Thought Leadership Principal, Beyond Philosophy. They can do straight customer loyalty and customer value research by recruiting panels of forum participants. They can do straight customer loyalty and customer value research by recruiting panels of forum participants. Michael Lowenstein, Ph.D.,

Connections 60

Connections Social Media Banking B2C 60

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. A new approach. Change vs. transition.

Leadership 52

Leadership Software Chatbots Banking 52

inmoment

MAY 5, 2020

Employees are adjusting to working from home or navigating the challenges of working on the front lines of a pandemic. As a result, customers are adapting to new ways of shopping, banking and receiving medical care. Here are several tips to help you make the most of your experience: Zero in on Unusual Trends.

Call Center 52

Call Center Banking Metrics Trends 52

Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy.

Sales 99

Sales Employee Experience NPS Banking 99

Beyond Philosophy

NOVEMBER 28, 2017

CMC Thought Leadership Principal, Beyond Philosophy. To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. It is core to our Emotional SignatureR stakeholder experience research protocol. Frustrated.

B2C 83

B2C Banking B2B e-support 83

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Beyond Philosophy

NOVEMBER 22, 2015

The answer is: leadership and communication. This image of the leadership from afar reminds me of a line from a Pink Floyd song, “Forward they cried from the rear and the front ranks died.” If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

Leadership 60

Leadership Banking Communication Employee Engagement 60

CX Journey

NOVEMBER 15, 2017

All we have is the relationship around the values of the company and what we bring to the customer every day. Howard Schultz But what happens when your executives' and your employees' behaviors don't align with your values? The only competitive advantage we have is the culture and values of the company. We have no technology.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management Effort Score ROI 62

Beyond Philosophy

DECEMBER 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. Michael Lowenstein, Ph.D., Wells Fargo Scandal.

Culture 60

Culture Customer Centricity Social Media Banking 60

CX Journey

JUNE 14, 2016

A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead. For managers, these questions apply as you think about both employees and customers. for your employees?

Culture 80

Culture Banking Leadership Policies 80

Qualtrics

JUNE 26, 2020

Take banking. I’m consulting on both sides of the equation—from large banks to scaling (now stunted) businesses, and it’s clear what characteristics help companies be at their best in the crisis. There’s a clear need from the market—businesses need support to survive the economic impact, and banks want to support their customers.

Innovation 49

Innovation Management Banking Fashion 49

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60