Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

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

One Millimeter Mindset

DECEMBER 5, 2018

However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

JANUARY 18, 2021

First, a great customer experience starts with the employee experience. Second, to use the author’s words, “Customer service is an ethos, not a department.” Ten customer service experts and influencers shared some thoughts in a celebration of Tony’s contribution to the CX world.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Customer Experience 52

Customer Experience Customer Centricity Employee Experience Technology 52

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

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

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

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Beyond Philosophy

APRIL 15, 2019

Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., To listen in , please click here.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. What is your customer experience end goal? Make room for prioritizing the employee experience.

Strategy 62

Strategy Net Promoter Score Customer Experience Effort Score 62

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Do you think the split will be good or bad for Paypal?

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

FEBRUARY 24, 2016

So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support. Consider also the Employee Experience.

Net Promoter Score 60

Net Promoter Score Management Effort Score Culture 60

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

JUNE 7, 2016

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. It’s experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

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

CX Journey

MARCH 12, 2015

(Storytelling), or “We hire people who care about the customer.” Engagement, Culture, and Customer Focus: Three Amigos Put another way, to drive employee engagement, you need to concentrate on helping employees feel motivated in performing their work. customer experience employee engagement employee experience'

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

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

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Customer Retention 154

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

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

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Subscribe to my blog. Share your email address in the red box in the right column of this blog. In giving yourself permission to revisit these stories, you rediscover and redefine yourself in terms of your unique professional purpose. Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Moreover, the employers appear to do nothing to relieve their employees.

Call Center 111

Call Center Contact Center Training Study 111

One Millimeter Mindset

MARCH 18, 2019

Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed. Subscribe to my blog. Share your email address in the red box in the right column of this blog. What type of professional legacy do you create by reinforcing barriers to stakeholder communication?

Customer Retention 72

Customer Retention Communication Culture Meeting 72

Beyond Philosophy

NOVEMBER 22, 2017

It’s part of creating and sustaining ambassadorial behavior, a state of higher purpose, fulfillment and action among employees, So, the key question: How does the enterprise not just reduce Employment Risk , but build purpose and fulfillment, especially where staff experience, focus, and motivation are concerned?

e-support 89

e-support Banking Culture Consulting 89

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Integrity Solutions

OCTOBER 27, 2021

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. That’s because everyone plays a part in the customer journey. Managers have to coach and set expectations around a customer-focused approach.

Customer Service 67

Customer Service Self Service Banking Culture 67

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

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Reviving the Value of Association Membership Experience [link]. A Potent Human Capital Strategy needs a Potent Customer Retention Strategy [link].

Customer Retention 66

Customer Retention Communication Customers Strategy 66

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

Natalie Petouhof

AUGUST 15, 2022

Our focus on customers can make it easy to overlook the impact of our initiatives on our fellow employees. But given that the employee experience can make or break the customer experience, it’s critical to avoid this pitfall. Growth is optional.”

Leadership 52

Leadership Software Chatbots Banking 52