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. MORE
Only a minority of companies succeed. MORE
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: . MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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.” MORE
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? MORE
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.) MORE
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. MORE
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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.” MORE
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. MORE
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! MORE
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. MORE
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 MORE
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. MORE
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. MORE
Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
Companies are drowning in data and really don’t know what is important and what isn’t. Instead you have to get out of your company and interact with your customers in their environment. Brands are all touting customer experience but most are failing. MORE
Company Related Topics 
Customer Bliss
MARCH 30, 2016
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.
Customer Bliss
APRIL 5, 2016
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?
Steve DiGioia
OCTOBER 2, 2015
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.
Steve DiGioia
OCTOBER 29, 2015
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
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Customer support is the most important job in your company, so it pays to hire right
Customer Bliss
JUNE 21, 2016
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.
NewVoiceMedia
SEPTEMBER 16, 2016
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.
Customer Bliss
NOVEMBER 19, 2015
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.
CX Journey
OCTOBER 12, 2016
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.
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones
Customer Bliss
OCTOBER 29, 2015
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.
CX Journey
AUGUST 16, 2016
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.
Michel Falcon Experience
NOVEMBER 7, 2016
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.
Customer Bliss
APRIL 12, 2016
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.
360Connext
AUGUST 11, 2015
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.
CX Journey
JULY 18, 2017
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.
CX Journey
DECEMBER 7, 2016
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.)
Customer Bliss
OCTOBER 25, 2016
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.
CX Journey
DECEMBER 21, 2016
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.
Michel Falcon Experience
DECEMBER 31, 2014
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 Bliss
NOVEMBER 3, 2016
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.”
Beyond Philosophy
MAY 24, 2017
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!
ReviewTrackers
APRIL 4, 2017
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.
Vision Critical
OCTOBER 13, 2016
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.
Michel Falcon Experience
SEPTEMBER 22, 2016
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.
Vision Critical
APRIL 19, 2017
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.
Customer Bliss
OCTOBER 20, 2016
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.
Andrew Mcfarland
DECEMBER 22, 2014
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.
CSM Magazine
SEPTEMBER 28, 2016
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.
Amity
NOVEMBER 18, 2016
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?
Vision Critical
JULY 5, 2017
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.
Vision Critical
MAY 10, 2016
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.
MaritzCX
OCTOBER 18, 2016
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.”
Customer Bliss
OCTOBER 27, 2016
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.
Customer Bliss
APRIL 20, 2016
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.
ijgolding
NOVEMBER 29, 2016
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?
Help.com
OCTOBER 13, 2014
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: .
MaritzCX
JUNE 17, 2015
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.
Clarabridge
OCTOBER 12, 2016
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.
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