ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. It’s part of the company’s culture.? .

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage! Book your meeting today

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss. Must-Read Classics.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Book your meeting today Turning knowledge into action is the driving force behind real progress.

NPS 260

NPS Customer Centricity Tips Automotive 260

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. Three ways you can start doing so in your company (the one you have today or the one you will build in the future).

Culture 103

Culture Company How To Employee Engagement 103

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Policies 200

Policies Roadmap Culture Leadership 200

Customer Bliss

MAY 25, 2018

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below. There’s a method to this! In “Would You Do That to Your Mother?”

Culture 277

Culture Customer Experience Hotels Policies 277

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Creating and sustaining a customer-centric culture was the subject of a recent podcast. Customers never came first because we did not have a customer-centric culture at British Telecom. Customers never went first.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Fast Company, Fortune, Thrive Global, and MarketWatch. Karen is the principal of Co.-Design

Culture 52

Culture Connections Contact Center Leadership 52

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Happier contact center agents mean more pleasant interactions for customers. Group effort.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Horizon CX

MAY 7, 2021

And more importantly, if the action plan and timeline are not executed with precision, the customer will begin to lose faith and trust in the company and its ability and desire to meet their needs and expectations. The truth is that it is not always easy to act, especially in large companies and franchises. Why wasn’t action taken?

Culture 130

Culture Net Promoter Score Hotels Survey 130

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Company Customer Experience Leadership 65

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents. This raises satisfaction.

Call Center 98

Call Center Healthcare Company Hospitality 98

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands. Holt tells how several companies rose to prominence. Be sure to check it out!

Marketing 52

Marketing Social Media Advertising Case Study 52

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Company 142

Company Customer Centricity Exercises Consulting 142

Michel Falcon Experience

NOVEMBER 18, 2019

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. The post What is People-First Culture?

Culture 60

Culture Employee Engagement Video Strategy 60

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 Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

AskNicely

MAY 29, 2018

AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector. BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Company Video Course 150

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. Actions for Hiring and Development Set the Tone.

Company 209

Company Hotels Insurance Banking 209

Integrity Solutions

MAY 6, 2022

And for those in the sales profession, sales books are one easily accessible way to engage in continual learning, even when you’re on the road. To help you narrow it down, we have compiled a selection of some of the best sales books (in our opinion) to read this summer, starting with two from Integrity Solutions.

Sales 56

Sales Competitive Advantage B2B Tips 56

Customer Bliss

NOVEMBER 17, 2016

I think most companies understand the value of their customer culture. There are, unfortunately, companies that still have no clue how to value customers. Why does customer culture fail? How do you grow from customer culture? It’s all driven by customer culture. I want to improve your customer culture.

Culture 0

Culture Consulting Customers Metrics 0

ClientSuccess

JUNE 15, 2022

4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1. This book has the answers. Customer success is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Customer Success 52

Customer Success eBook Leadership Innovation 52

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. KEY TAKEAWAYS What a learning moment is for leaders. And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Customer Bliss

OCTOBER 23, 2018

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Taking care of employees, using natural ingredients, and doing good in the world are the values of the multi-billion dollar Chobani company. Purpose, and how a company lives it, matters. When Business is Personal.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Customers That Stick

JANUARY 16, 2020

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. The more you place technology between the company and the customer, the more you remove the human experience. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.” For more info, go to [link].

Entertainment 78

Entertainment Customer Centricity Video Culture 78

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. Find & Hire People Who Align With Your Company Values. Selecting who will, and will not, become members of these companies is job number one.

Case Study 310

Case Study Hotels Travel Company 310