InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Customers will spend more, stay longer and tell their friends about the brand. If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. What are the Four C’s of a Customer Experience Culture? Communication.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What did they value? What made them happy?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

AUGUST 1, 2019

Scott realized that DHL is a great business but didn’t believe that the company communicated it well enough. Scott wanted to develop the business values and use them as a guide for creating a mission/purpose for employees, something that communicated the value of the business rather than what they actually do. .

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Horizon CX

MARCH 25, 2019

In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit. CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first. Do they listen?

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

ijgolding

JULY 4, 2017

It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work. The company I have perhaps mentioned more than most is Amazon. Fourteen leadership principles seems like a lot!

Leadership 152

Leadership Customer Centricity Fashion Retail 152

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

SurveyGizmo

JUNE 9, 2021

Brandi was previously CTO at KPA where she led their digital transformation and created a fully integrated journey for their more than 10,000 enterprise customers. Prior to KPA, Brandi had senior technology roles at Level 3 Communications and Location3 Media. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.

Leadership 98

Leadership Customer Centricity NPS Feedback 98

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

ijgolding

JUNE 14, 2016

I often say that if I were to be given £5, or $5 for every time a member of the C-Suite stated that ‘customer centricity’ was ‘very important’ to their business, I would be a VERY rich man – but is it actually true! Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Not all companies have this problem though. There are nine orientation areas that we use to determine a company’s customer centricity level.

Company 160

Company Customer Centricity Leadership Consulting 160

Blake Morgan

AUGUST 29, 2023

                 Running a contact center is one of the most challenging processes f or a company when offering a unique and positive customer experience. Contact centers are the bridge that connects your customers to your brand and allows them to feel engaged and heard. Here’s what Naomi had to say.

Contact Center 52

Contact Center Leadership Strategy Management 52

Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

C3Centricity

NOVEMBER 1, 2015

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.

Customer Centricity 120

Customer Centricity Company Customers How To 120

InMoment XI

MARCH 1, 2023

Avoid Causing Foreseeable Harm to Customers: Organisations must provide clear and accessible information to their customers about their products and services, including any risks associated with them. This includes communicating in plain language and avoiding jargon or technical terms that customers may not understand.

Financial 260

Financial Consumers Customer Centricity Meeting 260

Horizon CX

NOVEMBER 9, 2023

It’s the initial point of contact, where consumers interact directly with a company’s representatives. However, this crucial juncture often becomes a breeding ground for unpleasant encounters, leaving customers dissatisfied and questioning the very essence of customer service.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

InMoment XI

MARCH 27, 2024

The Importance of Reputation Management for Automotive Businesses By managing your brand reputation and establishing a strong digital presence, your company can get ahead of the competition and drive customer acquisition. Customer experience improvement. Improved brand perception.

Automotive 260

Automotive Management Social Media Feedback 260

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. Maintaining a customer-focused culture across multiple regions requires alignment and consistency.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Improving CX Through Company Assessment. Are their employees open to change?

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience. However… this is where the link to the last ‘customer’ term comes in.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Mckinsey & Company. References Skyscanner. Access 1/19/24.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Customer Sensitivity. Customer Focus. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Companies focusing on CX see their revenue grow 1.7 But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

C3Centricity

OCTOBER 22, 2018

Whether by careful targeting for marketing purposes or by reviewing notes of previous interactions with customer services, a company needs to immediately recognise a (returning) customer. Customer #CEX #CRM Click To Tweet. Personalisation has become essential in all engagements between companies and their customers.

Healthcare 202

Healthcare Consumers Customer Service Company 202

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120