Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. Create a sales liaison role.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. Department leaders begin to envision ways they can improve their customer’s experience. The internal communications team sends a video of the speech to employees all over the globe.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

CloudCherry

FEBRUARY 6, 2020

Communication. After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. Collaboration.

Customer Centricity 195

Customer Centricity Leadership Industry Culture 195

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Let’s start with some facts: A whopping 66% of customer service representatives are female.

Leadership 86

Leadership Self Service Customer Service Trends 86

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Set a weekly time slot on your calendar to interact with your Slack community friends.

Resources 80

Resources Management Conference Groups 80

COPC

JANUARY 9, 2024

Lance Gruner: As we grow and diversify globally, providing best-in-class customer service remains a priority. With a global footprint, we sometimes face communication gaps and inefficiencies. Partnering with COPC helped us assess and refine our communications, operations and performance.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 52

Culture Connections Contact Center Leadership 52

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. So it was up to me to get the team comfortable hopping around the garden providing a customer-centric experience.

Leadership 78

Leadership Call Center Loyalty Course 78

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 94

B2B Customer Experience Roadmap Culture 94

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience How To Leadership 245

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Company 160

Company Customer Centricity Leadership Consulting 160

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Lumoa

OCTOBER 24, 2023

Companies can also commit to preserving nature and allowing their customers and employees to enjoy their bounties by promoting initiatives that protect the environment. Companies should convey their sense of empathy through their communications with clients, offering assurances that they understand their problems.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Sensitivity. Customer Focus. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback How To Customer Centricity Loyalty 62

Customer Bliss

OCTOBER 24, 2019

If you want happy customers, you need happy employees. Do your due diligence in fostering proper communication and engagement internally. Break Down Silos and Communicate One Message. An ROI-based leader will focus on the financial outcome and payout for every action taken.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

Beyond Philosophy

DECEMBER 8, 2015

I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books. 2: Create the backbone of the book. Because of this fact, it becomes essential to create a backbone for the book. In this way, nearly all of my books end up becoming collaborations.

Social Media 60

Social Media Conference Communication Customer Centricity 60

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership. This ensures goal achievement and drives long-term value for the business.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journeys 52

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership. This ensures goal achievement and drives long-term value for the business.

Trends 52

Trends Competitive Advantage Customer Centricity Culture 52

ChurnZero

NOVEMBER 29, 2022

Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. However, I found there were two flaws in our customer management process. I was very successful in my work.

Customer Success 98

Customer Success Leadership Case Study Sales 98

Quadient

JANUARY 21, 2022

More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets. Organizations engaging in personalized communications are seeing great results across the entire customer lifecycle; particularly, an increase in engagement. Know your audience.

Insurance 52

Insurance Customer Experience Customer Journeys Self Service 52

ECXO

JUNE 11, 2023

But … CX programmes have gained limited traction in a sector that is still working out how to shift to customer-centric business models. The way to differentiate is through a superior experience rooted in helping customers use products and services to achieve their business goals and overcome their challenges. This is urgent.

B2B 129

B2B B2C Touchpoint Customer Journeys 129

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

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

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You use the wrong language.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

C Space

JANUARY 20, 2021

Currently the Global Chief Growth Officer of Omnicom Group’s (NYSE: OMC) Interbrand Group, Brujó steps into this newly created role with expansive leadership experience and will be responsible for the day-to-day operations of Interbrand Group around the world.

Groups 52

Groups Competitive Advantage Leadership Fashion 52