Blake Morgan

JANUARY 20, 2022

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

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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

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

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Horizon CX

MAY 19, 2023

Customer Insights and Analysis: Customer Experience Managers are responsible for gathering and analyzing customer data and insights to understand pain points, identify areas of improvement, and inform decision-making during the transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. Service Culture Book.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Michelli Experience

JANUARY 26, 2016

In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success? How do you define corporate culture? And most importantly…. What do you want your legacy to be?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

ShepHyken

JUNE 4, 2018

3 Ways to Sweeten the Employee Experience by Kathleen Vegh . CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

FEBRUARY 3, 2021

Yet it is the doctor who insists they book – actually overbook – patients back-to-back. When there is a problem, even if it appears to be the employee’s fault, you need to understand why it happened. If it’s related to an employee’s attitude, that is a coachable moment. For information, contact 314-692-2200 or www.hyken.com.

System 147

System Customer Service Training Training Management 147

One Millimeter Mindset

DECEMBER 5, 2018

Do you identify who the relentlessly curious employees are in your organization? 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.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Beyond Philosophy

JULY 17, 2017

John’s comments also touch on one of the central points in the book I recently co-authored with Prof. Ryan Hamilton: customer memories are one of the most important components of long-term value for a brand. Take note of Goldstein’s point and ensure your company culture and employee engagement is all it could be.

Technology 133

Technology Touchpoint Case Study Consulting 133

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

Beyond Philosophy

NOVEMBER 22, 2017

They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck.

e-support 90

e-support Banking Culture Consulting 90

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 75

ROI Net Promoter Score CEM Conference 75

Smith+co CX

JUNE 20, 2022

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. Unfortunately, for many brands only the latter gets much executive attention.

Brands 36

Brands Retail Culture Leadership 36

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.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Daniel Group

SEPTEMBER 23, 2021

You want to be price competitive and show the value of what it is that you provide to the customers. And so getting the customer feedback on a regular basis became A1 in our book of things to do. Our task list quickly shifted from, not from, but just made much more of an emphasis on getting that customer feedback.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

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. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says that same principle of outside-in applies to your employee experience. Here are the top ten.

Culture 115

Culture Customer Service Leadership Airlines 115

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Experience Investigators by 360Connext

MARCH 12, 2018

Sometimes becoming a more customer-focused organization happens with a few baby steps. Book A Customer Journey Mapping Workshop Train your leaders to bring the power of holistic journey mapping to their teams. Then soon enough, we begin resenting that other team – the one who makes our jobs more difficult.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. This is why training and employee engagement are so key to its success.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Michelli Experience

DECEMBER 23, 2015

Since so many leaders see “customer experience” enhancement as critical to business success, it logically follows that customers must be delighted by all the extra effort companies are putting behind their high-priority customer-focused initiatives, right? Well, not exactly. Actually, not at all.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Qualtrics

MAY 30, 2019

Employees are on the frontlines interacting with customers and usually have a good understanding of what the customer wants. Employees who feel valued are also more engaged at work and more willing to help customers. He was maniacally focused on making it a great experience for the customer.

Customer Journeys 52

Customer Journeys Customer Experience Customer Centricity Survey 52

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Rachel English. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Think Customers

DECEMBER 13, 2021

Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy. The right tools help your employees provide an exceptional experience for your customers, while simultaneously making their work easier and more successful.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Customer Enthusiast

SEPTEMBER 28, 2016

The issue that I have with Customer Service Week is that, to me, it places a superficial focus on customers for one week in October that quickly returns to business as usual the following week as the balloons droop, the banners sag, and the promotional swag is relegated to desk drawers. Watch the 90-second book trailer.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. At Baro, we separate our training in two parts: customer-centric (i.e.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76