Horizon CX

MAY 19, 2023

A Customer Experience Manager can play a valuable role in leading organizational transformation, particularly when the transformation is focused on improving customer experience and driving customer-centricity.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Bill Quiseng

MARCH 15, 2022

Read on to find out how you can be “Built to Win” customers. And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. Short and sweet – and right to the point.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Maz Iqbal

SEPTEMBER 18, 2014

What Is The Core Insight-Lesson For Those Working On Customer Experience And Customer-Centricity? Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

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

ShepHyken

SEPTEMBER 24, 2019

They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience. So, really, it’s all about the people.” – Annette Franz.

Customer Centricity 109

Customer Centricity Employee Experience Communication Employee Engagement 109

Strativity

AUGUST 19, 2014

One of the world’s authorities on customer experience and customer-centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product to customer centricity. His work has impacted 220 million customers and 375,000 employees in 21 countries.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

AskNicely

AUGUST 17, 2018

And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. Want to know more about customer obsession?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Maz Iqbal

SEPTEMBER 23, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design complicatedness customer centricity customer experience customer service organisational behaviour reengineering shaping the work context six simple rules'

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. 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.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

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

CSM Magazine

JULY 19, 2023

Paul Pearson, Head of Resource Planning at Ascensos commented, “Along with increased operational efficiencies, we have noticed dramatic improvements to employee engagement thanks to the flexibility of the Calabrio ONE solution. Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is consistently helping his clients create a magical customer experience like Disney. He educates about the transformative power of customer success to his clients.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Michel Falcon Experience

AUGUST 17, 2016

Doing so will, more often than not, increase employee engagement. The Workplace Research Foundation says that highly engaged employees are 38% more likely to have above-average productivity. Along with statistics, it’s interesting to read what proven business leaders have to say about employee engagement.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

Horizon CX

JUNE 2, 2020

EMBRACES EMPLOYEE MOTIVATION – motivation and optimism go hand in hand. DELEGATION – foster employee engagement by involving them. They further go on to say in their Key Takeaways that delivering great customer experiences is a top-down pursuit.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

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! Chief Customer Officer 2.0 The 5 Customer Leadership Competencies. This book, her third, is a book for this era for any leader looking to make real change.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

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

ClearAction

DECEMBER 30, 2017

Metrics Silos : reality is overstated or momentum is masked — 1) reveal underlying factors, 2) make the big picture transparent, 3) prevent any compulsion to cook the books, 4) connect the dots. Solving customer experience silos is what customer experience management is all about.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- How do you want customers to experience your brand? Barnes & Noble. Nationwide.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Leaders can not just assume what factors motivate employees. Make employee engagement an important part of the process.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

ClearAction

JULY 29, 2018

Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focused viewpoint. As a customer yourself, things you buy are clearly affected by decisions of the supplier’s Safety, Facilities and Finance departments, right?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 138

Banking Culture Employee Engagement CEM 138

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Why Guinness?

Culture 169

Culture Banking Metrics Employee Engagement 169

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ClearAction

SEPTEMBER 25, 2022

When you understand how leading indicator CX metrics drive financial growth, then you see how CX improvement and design are necessary to “move the needle” Employee engagement needed for improvements and design shows you what is needed as motivation in culture and accountability.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Net Promoter Score 79

Net Promoter Score Employee Engagement Social Media Loyalty 79

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60