Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

ijgolding

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If Communication is such a vital component – the more creative and inventive you are in getting the message across, the better!”.

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

ijgolding

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Communicating the Customer Experience needs to be continuous, innovative and engaging.

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The Upfront Agreement of Future Communication

ShepHyken

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. Todd is emphatic about this strategy for communication, stating, “When it comes to customer service, I believe in establishing that upfront agreement.

How to Bring More Humanity into Customer Communication

Kayako

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates.

Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Clear, communicated expectations are critical right now.

Do Your Communication Tactics Undermine Your Intentions?

Experience Investigators by 360Connext

The post Do Your Communication Tactics Undermine Your Intentions? Blog Communications Customer Engagement Customer Experience Featured Opinion accountability communication culture customer complaints customer engagement customer service linkedin restaurant Social Media story travel

Growing Your Contact Center Culture

NICE inContact

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Their cultures are rooted in strong core values, as should yours.

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.

Creating a collaborative contact center culture

TechSee

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world.

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.

What is Culture? How People Think, Believe, and Act

Experience Matters

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.

Customer Centric Culture – putting theory into practice

ijgolding

Another use of the word Customer is in the context of CULTURE – a word that businesses often are not too enamoured about discussing, but one that is vital should there be the intent to genuinely put the CUSTOMER on the map! Changing the culture of an organisation is not easy.

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.

How to Determine Cultural Alignment in Your Outsourced Contact Center

BlueOcean

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. Spoiler: It’s not a slide in the lobby or a barista in the lunchroom that defines culture.

Cultivating a Culture of Open Communication

Qualtrics

By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization. Open Communication Definition.

Guest Post: 4 Inputs of a Customer-Centric Culture Transformation

ShepHyken

She shares tips on how to create an effective customer-centric company culture. As I’ve been writing and talking about customer-centricity, I continue to land on four inputs that feed into and inform a customer-centric culture. A customer-centric culture is informed by customers.

A Culture of Excuses

CX Journey

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. Third, discuss and communicate.

Building a Culture of Customer Care Isn’t Easy

Kayako

A culture of care creates loyalty. Customer experience communication customer support guest postThis is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers.

How an Inclusive Storytelling Culture retains Customers

One Millimeter Mindset

Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. Consider these two key benefits of developing a more diverse and inclusive storytelling culture in your organization or association.

How to Build a CX Coaching Culture

Comm100

Here we offer 12 essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. The post How to Build a CX Coaching Culture appeared first on Comm100.

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009. Culture. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? They have defined their culture precisely.

Transforming Your Culture with the Help of a Culture Committee

CX Journey

Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either. What is a Culture Committee?

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

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. But clear, effective top-down employee communication isn’t enough. Conduct a communication audit.

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

Good Customer Experience Starts With Your Internal Culture. She spent time communicating how everyone’s roles will be redefined during this process. This required an internal culture change. . This requires an internal culture change.

Defining Your People-Centric Culture

CX Journey

Changing Culture, Mindsets, and Behavior How do you design a people-centric culture? It’s definitely a culture shift, a mindset shift, and a behavior shift for most companies! Let’s start with a definition of culture.

Engagement Workshop: Identifying Tester Communication Problems

Centercode

In connection to this, half also reported challenges when it comes to tester communication. Tester communication encompasses interactions at every stage of your project, starting at recruitment and continuing to test closure. Tester Communication Breakdown: Warning Signs.

CX Club – Round 9 – Company Culture

Ian Williams

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture?

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? When trust is low, there’s more resistance, and communication simply doesn’t work as well. Recognizing and adapting your communication to their Behavior Style.

5-Minute CEO Hack For Creating a Customer-Inspired Culture

AskNicely

How can the CEO of a major organization change the company culture in just five minutes a day? Here’s the simple CEO hack that could make a big difference to your company’s culture. The post 5-Minute CEO Hack For Creating a Customer-Inspired Culture appeared first on AskNicely.

The Ultimate Guide to Creating a Customer-Centric Culture

Totango

Culture is defined by actions. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. Why a Customer-Centric Culture Matters.

Turning a Customer Service Culture

Customers That Stick

We wish that changing a customer service culture could be like turning a Jet Ski®. We all wish that changing a customer service culture happened that way. Changing a a customer service culture, particularly in a large organization, is more akin to turning around a container ship.

Corporate Culture and the Bottom Line

CX Journey

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? Corporate culture is linked to so many business decisions and business outcomes. Culture is such an important part of any business. How important is corporate culture?

Building Culture and Customer and Employee Experience at The YMCA

Customer Bliss

He shares that the Y did a good job communicating he would be in a strong mission-focused role, which was something that was very important to him. In addition to building bridges with other leaders, Bob wanted to change the internal culture at the Y to further improve the employee experience.

3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers

Customer Bliss

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Sometimes, because we’re so entrenched with our work and the culture of the organization, we need an outsider to help further the agenda with the various players.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? In the high-level plan, start with 3 simple terms: listen, act, communicate; that’s what CX is all about. The customer journey map was used as a culture and leadership uniting tool.

Focus on Culture to Drive Customer Engagement

SuiteCX

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.