Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

SEPTEMBER 20, 2022

Employee Engagement: Doing What (Almost) Everybody Else Does. This construct is engagement, which also seeks to quantify emotional and rational job satisfaction (as well as motivation to think, feel, and act). The principal intents of employee engagement, then, are to identify: What originally drew individuals to the company.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

ijgolding

MARCH 10, 2016

CUSTOMER service; CUSTOMER experience; CUSTOMER focus; are just three examples of combinations of words that are becoming easier and easier to SAY – in whatever industry a business leader represents, or wherever in the world their organisation operates. Changing the culture of an organisation is not easy.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Customer focus is a type of company culture that focuses on putting the needs of clients first. Have the Entire Company Develop a Customer-Focused Approach.

Customer Focused 52

Customer Focused How To Effort Score Social Media 52

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

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

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. Another massively important area that HR deals with is employee engagement and internal communications. Click here.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. However, most employees do not hear much about customers’ realities, experiences, and expectations. Finally, Celebrate!

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. Employees are critical to the customer experience, which is critical to the success of the business. It's real, and your employees matter! Tony Robbins.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Course Leadership Strategy 71

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? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 81

Customer Centricity Culture Customer Journeys Leadership 81

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Let’s focus on three things at work here: culture, engagement, and goals. Engagement (or lack thereof) is present in every company. Culture is the same way. The Power of Customer-Centric Goals.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. He writes extensively on employee engagement.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? There’s no question that organizations must have a culture, an environment, a tradition of engaging employees fully in order to achieve the best possible customer experience. Consider these examples.

Culture 56

Culture Strategy Examples Engagement 56

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Key questions: How can you cultivate a customer focused culture within your company?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Thematic

JANUARY 2, 2019

This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I make it practice of regularly reviewing processes, policies and procedures impacting our customers and agents. Be transparent: provide clear, honest and effective communication.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff is truly obsessed with customer service. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 97

Customer Experience Customer Centricity Chief Customer Officer Culture 97

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Action is always necessary, as is communication, and prioritisation.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Communicate. Then Communicate Again. Invest in storytelling and communication. Then Simplify.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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. Customer engagement should be of the utmost importance when it comes to daily company operations. Success Starts with Leadership.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

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. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. Understand customer sentiment. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. Also, CX pros should communicate often with executive stakeholders to demonstrate the value of VoC.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195