Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. Leaders Can Make or Break Culture Change.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.” But it’s critical.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . We want to fix that.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

ijgolding

JUNE 9, 2015

The lower your scores, the greater your level of understanding will be in the need to create a development plan: Section C 1 – Customer-centric Culture. Drives employee engagement and involvement — from the front lines to the executive suite. Ability to coordinate diverse resources to create value.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

BirdEye

JUNE 16, 2023

Former customers: Customers that stopped buying from you are a great resource for gathering valuable feedback about why they left and areas where your brand may have fallen short. Employees: Engaging your staff can help uncover valuable feedback on the brand’s internal culture, values, and overall perception.

Survey 98

Survey Brands Strategy Social Media 98

Qualtrics

JANUARY 22, 2021

“Suddenly we realized Qualtrics was gaining great momentum in the market, and they had done an amazing job of breaking down experience management (XM) into the four pillars of brand (BX), product (PX), customer (CX), and employee (EX) experience,” Bruce explains. “It The XM Institute: world-renowned experts.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

BirdEye

FEBRUARY 23, 2024

Courteousness : Convey your message with respect, considering their cultural background and professional context. Internal communication Internal communication is your organization’s bloodstream, ensuring that information, values, and objectives flow seamlessly from top to bottom and across departments.

Communication 62

Communication Multi-Channel Culture Social Media 62