ECXO

MAY 16, 2024

This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ClearAction

OCTOBER 25, 2022

We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? and employees is a cultural commitment.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. This is what I said about the subject in October: “I have written recently about what I describe as the ‘Customer Experience Jigsaw Puzzle’.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ClearAction

FEBRUARY 13, 2023

The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum.

Sports 71

Sports Customer Experience Handbook Case Study 71

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Or they might have several channels that interact with Customers, but they are separate and many times conflicting.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Talk to your board.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Branding — creating and communicating a distinctive identity.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Branding — creating and communicating a distinctive identity.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept.

Leadership 52

Leadership Customer Experience Fashion Culture 52

ClearAction

SEPTEMBER 29, 2016

ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth. ClearAction is a customer experience management consultancy specializing in company-wide collaboration to resolve and prevent the thorniest drags on customer experience excellence and ROI.

Customer Experience 48

Customer Experience Customer Experience Professionals ROI B2C 48

PeopleMetrics

MARCH 25, 2015

Waffling on the investment in a formal customer experience management solution. What are some of the symptoms of customer experience woes? No one knows if customer issues get resolved. In the absence of responsibility, you can turn customer issues into a frustrating game of hot potato.

Customer Experience 48

Customer Experience Employee Engagement Customer Centricity Feedback 48

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ClearAction

JANUARY 4, 2020

“Employees who are engaged as customer advocates are more fulfilled in their jobs,” explained Bill Cusick, former VP-Customer Experience & Brand Management at Zurich North America, and author of the book, All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Win the Customer

JANUARY 4, 2016

Since the 1980’s, we’ve seen a gradual decline in the traditional ranking systems originated by GE and other multinational corporations and more organizations have adopted leadership and management systems that recognize the importance of teamwork and collaboration. The Time for the Experience Impact is Now.

Customer Experience 52

Customer Experience Leadership Case Study Customer Relationship Management 52

ClearAction

OCTOBER 20, 2015

Customer experience excellence as context for every job means that it is always top-of-mind as the primary basis for the way we do our jobs. But this may not be the most appropriate definition of customer experience management. In customer experience management, my job is to maximize our index (e.g.

Customer Experience 71

Customer Experience Social Media Effort Score Customer Experience Management 71

CX Journey

AUGUST 1, 2018

They are well-respected and are often recognized as role models when it comes to customer service and customer experience. They are excellent communicators. You don’t want customer experience to sound like just another corporate initiative. They are leaders and add credibility to the transformation effort.

Government 90

Government Customer Centricity Guidelines Groups 90

ClearAction

NOVEMBER 3, 2015

how the customer is doing. how to support customers’ goals. customers’ consequences. Closed-loop communication is with. all customers. Customer comments are. customers’ behavior/ratings. are by customer or by department. prevent recurrence for all customers.

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

ClearAction

JUNE 8, 2015

As such, some companies have established a chief customer officer or a central CX team at the corporate and/or business unit level to facilitate customer focus and CX improvement across the organization. Actually defining the experience they are striving to deliver. Shared Vision is Essential for Customer Experience Strategy.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

SmartKarrot

FEBRUARY 16, 2022

Define and optimize customer lifecycle – further strengthen the customer journey. Build a world-class customer experience team. Inspire customer experience across the company – Create a company-wide culture of customer experience. Manage customer success activities.

Customer Success 19

Customer Success Customer Journeys Customers Feedback 19

ClearAction

NOVEMBER 12, 2017

Story-telling about customers’ realities at every opportunity is essential. Conveying humility to adapt to customers’ priorities is a must. See how Amazon influenced everyday thinking to be customer-centered: Customer-Focused Culture by Living with Your Customers.

Customer Experience 54

Customer Experience Customer Centricity Policies Customers 54

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Resolving these three issues alone would recover over $5 million in annual customer revenue.

CEM 40

CEM Strategy Insurance Abandon Rate 40

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

AUGUST 28, 2017

It’s common for companies to use their Twitter handles, several in some cases, to communicate with customers, partners and prospects. Thus, creating a social channel persona and a corporate-wide culture to embrace social interactions is key to building trust with customers, partners and prospects.

Social Media 35

Social Media Customer Service Customer Engagement Engagement 35

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Related articles: 4 Customer Centric Culture Building Blocks.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob is the author of the best-selling book Hooked On Customers. Bob Thompson.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Verint

NOVEMBER 27, 2017

Here are some lessons I’ve learned on how to keep surveys relevant and well-constructed for real-time customers, and how to avoid the pitfalls that can prevent your surveys from getting the results you want in today’s “digital first” culture. Understand that the feedback loop is continuous for all types of customers.

Survey 32

Survey Gamification Feedback Guidelines 32

SmartKarrot

MAY 10, 2021

Top 10 Customer Experience Mistakes. Not Building a Customer-Focused Culture. If you believe in giving a good customer experience, the key is to have a customer-centric culture. Promoting a customer-centric culture in the company will help for many reasons. Bad Design.

Customer Experience 11

Customer Experience Social Media Customer Centricity Culture 11

CX Accelerator

SEPTEMBER 16, 2022

Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Remember that experience design is something everyone does, not just a small team or one person. It's easy (and normal) for doubt to creep in. Take inventory.

Study 208

Study Case Study Consulting Culture 208