Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. Nowadays, most people search for information online.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about. First, a great customer experience starts with the employee experience.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? Enjoy this blog post? Subscribe to my blog.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ShepHyken

APRIL 11, 2022

This short article isn’t specifically about customer service training but about how often you should do training in any area of business. Seth’s Blog) It’s not a word, but perhaps it should be. If a competitor goes after your customers by offering them faster service, all day and all night, you’ve been anytime.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. What does "persona non grata" mean?

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise.

Contact Center 102

Contact Center Entertainment eBook Culture 102

Beyond Philosophy

FEBRUARY 24, 2016

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. The problem is sales-based comp plans focus on the organization, not the Customer.

Net Promoter Score 60

Net Promoter Score Management Effort Score Culture 60

Customers Rock!

MAY 5, 2011

This book has actually been a long time in the making – not so much from the perspective of how long it took to write it (see The Story below) but from the perspective that I have had this book in mind since before I began this blog in December of 2006. In fact, one of the reasons I started Customers Rock!

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Survey 68

Survey How To Culture Leadership 68

Beyond Philosophy

NOVEMBER 22, 2017

The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Career Planning : During the planning stage, the employee and management collaboratively develop objectives and goals.

e-support 89

e-support Banking Culture Consulting 89

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Subscribe to my blog. Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? What customer-focused opportunities are overlooked? Subscribe to my blog.

Culture 63

Culture Leadership Employee Experience Resources 63

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. It’s a gap often shaped by leadership, and the culture they help form or perpetuate.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 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. Original Article by Jim Tincher.

Leadership 52

Leadership Software Chatbots Banking 52

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. He also leads his Customer-centric culture by example.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Beyond Philosophy

MARCH 19, 2015

– Relationship with one’s manager – Does the employee value relationship(s) with. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Employee Engagement Reaches Three-Year High.”

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Back To CX Accelerator Blog

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

SurveySparrow

AUGUST 29, 2022

What we’ll cover in this blog: Yes or No Questions for Customer Feedback. 70 Do you have suggestions to improve the work environment and overall culture? That way, customers focus on their personal experiences. You would’ve liked seeing some yes or no survey questions there, don’t you? Wish fulfilled!

Examples 52

Examples Survey Tips Feedback 52

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Back To CX Accelerator Blog.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Back To CX Accelerator Blog.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

ShepHyken

JANUARY 30, 2023

Why Customers Are Switching Brands More Often by Dan Gingiss (Dan Gingiss) Driven by cultural shifts that were heightened by the COVID-19 pandemic, more American consumers are switching brands than ever. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 23

Customer Service Banking Effort Score Tips 23

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132