3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

Why You Need To Establish Your Company Core Values List

Customer Bliss

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. Does a company core values list even matter, then? Why does a company core values list matter?

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What’s Wrong With This Company?

Steve DiGioia

What’s wrong with this company? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong. “I’m Continue reading… The post What’s Wrong With This Company? Management what's wrong with this companywhy do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way.

I Don’t Care if it’s Against Company Policy

Steve DiGioia

Your response… “ It’s against company policy ” for me to do that… Continue reading… The post I Don’t Care if it’s Against Company Policy appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Interaction against compay policy company policy

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]

Customer Bliss

Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. Many CCOs in those types of companies need to move their leadership away from an over-focus on quarterly metrics and surveys, but they often need to use share price as a motivating factor.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

Build a Customer Room and Engage the Company

Customer Bliss

Focus, prioritize, and commit to one-company experience opportunities. Have leaders pick one-company experience opportunities to improve or innovate. The post Build a Customer Room and Engage the Company appeared first on Customer Bliss.

Companies Must Invest in Their Employees Now!

CX Journey

We know this, and yet many companies still refuse to make the employee experience a priority, focusing instead on stakeholder value, the bottom line, or customer experience without considering the implications of a poor employee experience to all of the above.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

4 Core Values of Any Great Company

MaritzCX

Only a minority of companies succeed.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. It puts a spark of energy into the company and keeps everyone focused on enabling employees to deliver value.

Is Your Company Led by Lean Leaders?

CX Journey

Image courtesy of 12:51_photography Are your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

Video 52

Marketing Smarts Podcast: Is your company committed to customer experience?

Customer Bliss

Why every company should strive to implement customer-centric leadership. It was my pleasure to appear on the MarketingSmarts podcast episode that debuted last Wednesday. You can listen to it here: MarketingSmarts-ep226-Jeanne-Bliss. I was interviewed by the great Kerry O’Shea Gorgone.

Customer Happiness Lessons for Any Company, Courtesy of Zappos

360Connext

The post Customer Happiness Lessons for Any Company, Courtesy of Zappos appeared first on Customer Experience Consulting. A few weeks ago, I had the privilege of being invited to an event sponsored by Freshdesk as part of their Customer Happiness Tour.

Why Does Your Company Need a Customer Experience Executive?

CX Journey

One of my favorite questions was about my "Shark Tank sales pitch" about the CXO role: Why does a company need a customer experience executive? Image courtesy of GMC Who needs a customer experience executive? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago.

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Why Your Company Needs a Journey Room

CX Journey

A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. Like most companies, we were boring, using the periodic table to find the right precious metals to name our packages.)

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One-company executive leadership: The key questions.

Did Your Company Make the #CX Naughty List This Year?

CX Journey

Your company shows up on his CX Naughty List! There are (at least) five categories in which companies continue to fall down when it comes to the customer experience.

5 Traits of Customer-Focused Companies

Michel Falcon Experience

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience.

Customer Analysis: How about creating a customer room?

Customer Bliss

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.”

Exciting New Trend: Companies Do Listen To You!

Beyond Philosophy

The companies in charge of the food concessions started paying attention to what game goers want. But I see many companies that don’t take the time to analyze their customers or figure out what really drives their purchases. The post Exciting New Trend: Companies Do Listen To You!

In Finance, Customer Service Can Make (or Break) Your Company’s Reputation

ReviewTrackers

How can companies fix this? According to research by customer feedback software company ReviewTrackers, “customer service” is the No. In highly rated, favorable reviews, customers heaped praise on companies that delivered a positive experience through great customer service.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

For example, as a company offering expert car valuation, Kelley Blue Book’s business depends on having an authoritative voice. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers.

Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes

Michel Falcon Experience

The post Video – 3 Net Promoter Score (NPS) Mistakes Every Company Makes appeared first on Michel Falcon. In this video, I explain how Net Promoter Score isn’t properly being used within organizations.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

Companies like Nordstrom, Walmart and Dick’s Sporting Goods actually plan to open more stores in the next 12 months. One way companies are bucking the trend is by driving costs down. Other retail companies are placing their bets on experiential retailing.

Double talk can murder CX strategy

Customer Bliss

We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of words tacked on a wall. Priority management is not very strong at many companies , sadly.). Double talk.

Large Company Customer Experience Battles

Andrew Mcfarland

Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers.

5 Habits of Highly Customer Focused Companies

CSM Magazine

Amazon says on its Investor Relation’s page: We seek to be Earth’s most customer-centric company for four primary customer sets: consumers, sellers, enterprises, and content creators. Companies who lead in customer service don’t legislate it with policies and procedures – they live it.

Achieving Success in a Small, Growing Company

Amity

Customer success managers (CSMs) are entrusted with retaining customers and optimizing their experience--a broad mandate that can look dramatically different between companies depending on industry, size, and culture. What makes customer success in a small company unique?

Why shopper insight is a valuable ingredient for CPG companies

Vision Critical

In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space.

Why companies are focusing on their customer experience strategy

Vision Critical

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.

Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping

MaritzCX

Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.”

CX process mapping: Kill a stupid rule

Customer Bliss

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. Managers around a company respond to one-off documents on email all day.

Organizational decision-making drives customer loyalty

Customer Bliss

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Why Organizational Decision-Making Is A Challenge For Most Companies. I call this one-company leadership.

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

ijgolding

It is becoming harder and harder to find a company who has not put ‘their left arm in’, so to speak, in attempting to focus more on the customer. Why do companies find it so hard to commit to CX?

4 Steps To A Customer Focused Company Culture

Help.com

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. Micah Solomon guest post: .

Engaging the Entire Company in Becoming More Customer Centric

MaritzCX

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite.

Health Insurance Companies put the Customer First

Clarabridge

But, many health insurance companies have started to transform the way they deliver on their customer’s experiences. One such company is UnitedHealth Group (UHG). UHG has shifted from a metrics-driven company to a customer-centric one.