One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot.

Culture 71

Culture Course Leadership Strategy 71

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Upgrade your technology.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 73

Customer Experience Data Customer Centricity Culture 73

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. She recently wrote the book on customer understanding !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Russel Lolacher

MARCH 2, 2022

One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. And it’s a culture that is deliberately designed to be this way. You talk of 10 foundational principles in your new book Built to Win.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Customer Bliss

JUNE 22, 2020

Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: Not just customer focus or investor shareholder-oriented, right? They were focused on the well-being of all of their stakeholders because they’re all connected.” Look After Employees’ Well-Being.

Leadership 200

Leadership Healthcare Feedback Culture 200

ShepHyken

APRIL 12, 2021

It’s a great concept as long as the “under promise” part is not such a low bar that the customer is unimpressed. My friend Josh Linkner, who has a new book coming out next month titled Big Little Breakthroughs , takes an innovative look at this concept. Then there is the concept of “Over Promise and Over Deliver.”

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

Michelli Experience

DECEMBER 2, 2015

Mercedes-Benz has long delivered on the brand promise “best or nothing” when it came to product innovation, safety, and even marketing prowess. However, calling US dealerships’ “best or nothing” when it came to customer experience would have been a stretch. Obsess and Share – Don’t make this the “year of the customer.”

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Kustomer

NOVEMBER 1, 2021

The Modern Podcast – A leader in customer experience, host Blake Morgan is a keynote speaker, customer experience futurist, and contributor to Forbes and the Harvard Review. She has also authored two books on customer experience.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

APRIL 18, 2022

My Comment: This is a very technical article, but I found it fascinating as it introduced me to a concept called “observability,” which is an approach that collects and analyzes data on the system, especially anything that contributes to the digital customer experience. Customer Understanding: Why Is It the Cornerstone of Customer-centricity?

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

Kustomer

MAY 28, 2020

They’re looking at the implications their behavior has on not just the customer, but the employee, the community, the environment. They’re thinking about innovation as a core piece of their competitive strategy.” One of the elements of Blake’s philosophies is the psychological aspect of customer service. I love it.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. It’s an approach we’ve kept an eye on for over twenty years, since first featuring the brand in our book Uncommon Practice. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers.

Brands 36

Brands Retail Culture Leadership 36

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Industry 100

Industry Culture Metrics Customer Centricity 100

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. We are proud to share the success of such innovative and people-centric teams.

Insurance 52

Insurance Case Study Touchpoint eBook 52

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com. email, chat, web).

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Education Services Group

JULY 5, 2022

It was clear that the gap still exists between the many CS practitioners struggling to get their CS organizations up off the ground and those that were already part of a mature, robust CS practice, looking for innovative ways to continue to improve in the coming years. Customer centricity needs to be a cross-departmental philosophy.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. ” But instead, in 2019, things changed. How is success measured?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. Mega-stores such as Wal-Mart and Walgreens have pushed pharmacies to new heights in innovative ideas to keep their customers and attract new ones, hence the age of new conceptions as the Rite Aid “Customer World Store.&#

Customer Focused 40

Customer Focused Self Service Groups Customer Satisfaction 40

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Natalie Petouhof

SEPTEMBER 12, 2017

In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increasing productivity and motivation. Co-creating new products with input from customers and employees.

Competitive Advantage 56

Competitive Advantage Culture Innovation Software 56

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. The journey continues… with real innovation.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 45

Technology Hospitality Customers Customer Service 45

Peter Lavers

FEBRUARY 21, 2019

HR – staff engagement/talent/culture/performance management. CustExp – Customer Experience. In session after session the importance of staying customer focused and customer centric rang through. MarketConduct – business ethics and treating customers fairly.

Conference 66

Conference Leadership Culture Customer Centricity 66

ClientSuccess

NOVEMBER 29, 2017

Essentially, every customer is ‘hiring’ a product to do a job (or solve a problem). Every B2B interaction (and B2C, as Christensen notes in his book) can be aligned to this theory, and SaaS Customer Success is no different. But what happens when an organization decides to try something else in order to get even more customers?

B2C 40

B2C eBook Innovation Customers 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

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Leadership 40

Leadership Customer Success eBook Culture 40

ClearAction

JANUARY 4, 2020

“Employees who are engaged as customer advocates are more fulfilled in their jobs,” explained Bill Cusick, former VP-Customer Experience & Brand Management at Zurich North America, and author of the book, All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Wootric CX Blog

DECEMBER 9, 2020

The truth is that creating a customer-first model at your company is not as simple as introducing a piece of technology and calling it a day — you need to produce a cultural shift. . Before you run screaming to the woods, we promise you that creating CX-focused culture is doable! Remember you’re changing culture.

Banking 52

Banking How To Effort Score Culture 52

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. Innovative culture.

Net Promoter Score 52

Net Promoter Score Connections Brands Innovation 52

Customer Alignment

SEPTEMBER 27, 2017

According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or across all industries but have established that only 1% actually succeed in delivering an excellent experience. Maybe those in Customer Experience should take a leaf out of first direct’s book.

Customer Experience 40

Customer Experience Banking NPS Innovation 40