Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. How to Make or Break Your Customer Experience.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Beyond Philosophy

SEPTEMBER 16, 2021

It means that you consider the impact on customers for things like deep staffing decisions or legal policies you employ, or even recruitment policies. These areas might not have direct contact with customers all the time, but they do impact it, and Natural organizations understand and manage that to have a customer focus. .

Customer Focused 88

Customer Focused Marketing Customer Centricity Government 88

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Having a customer experience room/lab is an integral part of understanding the customer experience. How Does a Customer-Focused CEO Make Decisions?

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

Experience Investigators by 360Connext

APRIL 9, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. A customer isn’t a customer until they purchase something from you, right? It Starts with A Sale. Yes but no.

Engagement 179

Engagement Social Media Sales Loyalty 179

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 260

NPS Customer Centricity Tips Automotive 260

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 79

Self Service Customer Service Airlines Touchpoint 79

Retently

MAY 24, 2018

There is a timeless question on every content marketer’s and site owner’s mind: how to fill my site with content that converts, engages, and resonates with my audience? The answer may seem quite obvious: your content should be as customer-focused as possible. What customer-focused strategy is.

Customer Focused 60

Customer Focused Strategy How To e-support 60

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

One Millimeter Mindset

FEBRUARY 25, 2019

Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Gain clarity, focus and tactics to better serve yourself, so you can better serve your customers. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

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. A Potent Human Capital Strategy needs a Potent Customer Retention Strategy [link]. To retain Customers focus on People Value instead of Products [link].

Customer Retention 66

Customer Retention Communication Customers Strategy 66

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. A customer isn’t a customer until they purchase something from you, right? It Starts with A Sale. Yes but no.

Engagement 110

Engagement Social Media Sales Loyalty 110

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. And creating remarkable customer-focused experiences. As you read these blogs, do a little victory lap. Enjoy this blog post? Subscribe to my blog.

Innovation 65

Innovation Customer Retention Consulting Culture 65

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer. The Legal Team Is Essential, Too.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Shouldn’t our differences become our strengths and opportunities to collaborate on behalf of better serving our customers?

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. An unhappy customer is the source of new possibilities. Avoid facing similar complaints in the future and losing other customers. Do not ever forget to remember your customers!

Poor Customer Service 111

Poor Customer Service Advertising B2B Policies 111

Gainsight

NOVEMBER 10, 2021

As technology booms and customers are exposed to more options than ever, the pressure is on to connect with new users quickly, prove value as soon as possible, and keep users engaged. Customer experience has become the beating heart of most modern businesses. Plus, more customer focus tends to turn into more revenue.

Handbook 52

Handbook Roadmap ROI Strategy 52

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

ShepHyken

JULY 26, 2019

Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once. Create a clear vision- First and foremost step is to have a clear customer-focused vision to communicate well with your organization.

Software 116

Software Strategy Company Customer Experience 116

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 96

Customer Service Policies Customers Customer Experience 96

CX Centric

MAY 27, 2024

If you look at any successful organization, it will surely have customer focus at one of its core values and rightly so. After all, the customers are the reason for which the company exists. Customer obsession means constantly listening to customers, and then continuously testing, enhancing, and personalizing the customer experience.

Customer Experience 52

Customer Experience Customers Culture Customer Centricity 52

Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. In turn, your contact center will see an improvement with CSAT.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Measurement 54

Measurement Interaction Customer Experience Culture 54

Think Customers

JANUARY 26, 2016

Part of the reason McDonald's has misfired is that it lost touch with its customers' interests. But buoyed by a strong fourth quarter that beat analysts' expectations, McDonald's recent customer-focused turnaround appears to be putting some luster back in the golden arches. 1to1Media.com/weblog.

Customer Focused 40

Customer Focused Trends Sales Customers 40

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. However, most employees do not hear much about customers’ realities, experiences, and expectations. Back To CX Accelerator Blog

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Brad Cleveland Blog

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here … Continue reading → The post Cultivating a Customer-Focused Culture appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Culture Customers Engagement 26

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Prevent customers from making negative associations with your brand by creating positive microinteractions.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Maz Iqbal

OCTOBER 28, 2017

Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog. … Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers".

Leadership 59

Leadership Loyalty Customers Customer Focused 59

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Tricia Morris

AUGUST 21, 2015

CRM technology automates processes and workflows and helps organize and interpret data to support a company in engaging its customers more effectively. Customers want one of two things: to solve something, or experience positive emotion. Engagement is transitory. Ray” Wang. Brian Vellmure. Where to start? (1)

CRM 40

CRM Customer Focused Self Service Conference 40

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Vonage

JUNE 23, 2017

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). Customers can post comments and interact. It’s all about engagement with the customer.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). My fascination with the ‘customer interface’ was born!

Culture 264

Culture Measurement Customer Centricity Hotels 264