CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Use the data and feedback to improve the experience.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

ReviewTrackers

JUNE 22, 2020

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point.

Brands 114

Brands Company Social Media Competitive Advantage 114

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Price is important, but an amazing customer experience can differentiate a brand from its competitors.”

Competitive Advantage 79

Competitive Advantage Customer Retention Leadership Customers 79

ECXO

JUNE 11, 2023

Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience. It leads to improved risk management and brand reputation.

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

ClearAction

FEBRUARY 13, 2023

This is how both luxury and discount brands can have raving fans. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors.

Sports 71

Sports Customer Experience Handbook Case Study 71

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Gratitude generates gratitude.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Forcivity Salesforce

SEPTEMBER 21, 2021

The customer experience (CX) and employee experience (EX) have never been more important. Independently, each leads to valuable relationships — with customers and employees (CX) and employees and management (EX). Show that the company has a purpose and employees are a key component. Why it's important.

Customer Experience 59

Customer Experience Employee Engagement Competitive Advantage Employee Experience 59

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In Built to Win, the factors are in no particular order, but I’ll share a few here: Have visible (and visibly) customer-centric leadership, demonstrating a customer commitment from the top down. Usually, it’s a leadership issue. Have a C-suite executive (e.g.,

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

SurveyGizmo

JULY 23, 2018

  With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority. One experience cannot be truly successful without the success of the other. Increased employee turnover.

How To 63

How To Healthcare Culture Employee Experience 63

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Qualtrics

JUNE 4, 2019

It’s rare to see first-hand how a new category is defined, leadership established, and value articulated. We’re helping so many of the world’s best companies and brands understand what consumers love about them so they can spend their resources more intelligently.

Customer Success 37

Customer Success Management Competitive Advantage Consulting 37

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Daniel Group

DECEMBER 21, 2023

From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. I also highlight the connection between employee experiences (EX) and customer experiences (CX) for business success. CX and EX go together.

Culture 52

Culture B2B Industry Competitive Advantage 52

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

MAY 13, 2024

Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape. We’ve seen companies that optimize work to talent type save 30-40% (often millions).

Transportation 52

Transportation Resources System Analytics 52

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. linkedin Why?

System 338

System Effort Score NPS Net Promoter Score 338

Stella Connect

JANUARY 4, 2022

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Use your coaching and 1:1 time to really show your appreciation for the hard work your agents do every day to represent the brand. I]f you care about customer experience. Keep it simple. Don’t overdo it.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Qualtrics

AUGUST 19, 2020

Organizations that promote equity in the workplace level the playing field for all of their employees – and benefit from the competitive advantage of employing diverse talent. Forward-thinking organizations are setting their sights on fostering a more equitable future for their employees.

Tips 48

Tips Competitive Advantage Leadership Policies 48

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. During the session, it’s fine to remind agents of brand guidelines. Show your appreciation for the hard work your agents do every day to represent the brand. Keep your coaching session simple.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. During the session, it’s fine to remind agents of brand guidelines. Show your appreciation for the hard work your agents do every day to represent the brand. Keep it simple. Put things in context.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In short, the desired outcome is to de-emphasize price and de-commoditize the service, building value delivery advantage around the total experience. Michael Lowenstein, Ph.D., The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. Ben Harris. Angie Stocklin. Scott Cundill.

Software 40

Software Customer Experience Company CRM 40

Customer Bliss

APRIL 20, 2018

We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role. His career path led him to marketing, where he learned the importance of framing things and about brand identity. Client Experience Offers a Competitive Advantage.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148