Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. How does your company understand who belongs in your culture and interacting with customers? They won’t sacrifice their culture for growth, Crosby says.

Case Study 258

Case Study Study Company Culture 258

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

CX Journey

NOVEMBER 1, 2017

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. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233

Culture Policies Metrics Leadership 233

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. About Sami Nuwar: “I connect dots for a living.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

ShepHyken

SEPTEMBER 14, 2022

It’s not like companies purposely provide poor customer service. The company has chosen to purposely deliver lousy customer service. Believe it or not, some companies choose to ignore creating a good experience. The company wants to deliver a better service experience but can’t seem to make it happen.

Culture 108

Culture Customer Service Poor Customer Service Leadership 108

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. I advocate for immediate action in this space.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. It starts with recognizing that customers also have a hierarchy of needs in their dealings with a company. Customer Experience (CX) hinges upon customers’ sentiments.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that’s as smooth as it is compliant.

Policies 200

Policies Roadmap Culture Leadership 200

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. So how can companies encourage frontline staff to “act like owners” in their interactions with customers?

Policies 260

Policies Leadership Culture Strategy 260

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience.

Culture 69

Culture Tips Company Leadership 69

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Blake Morgan

MARCH 21, 2023

What does it take to build a disruptive, customer-centric company? Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. It also isn’t a solo endeavor.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. Prior to this she held leadership roles at British Gas, Scottish Widows and Standard Life.

Groups 52

Groups Connections Leadership Government 52

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Company Customer Experience Leadership 65

Russel Lolacher

MAY 4, 2021

Truthfully, your legacy isn’t in the milestones you’ve achieved, or the money you’ve saved the company or the big events you planned, it’s in the people you’ve impacted by how you made them feel and the health of the organization. The post What Will be Your Leadership Legacy? TRUE LEGACY. Great leaders do.

Leadership 128

Leadership Sports Examples Connections 128

ijgolding

JULY 4, 2017

It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work. The company I have perhaps mentioned more than most is Amazon. Fourteen leadership principles seems like a lot!

Leadership 152

Leadership Customer Centricity Fashion Retail 152

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. And that ripple effect empowers female employees to engage in future leadership roles.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What change looks when implementing new policies in a large organization.

Culture 52

Culture Leadership Employee Engagement Consulting 52

2020 Research

JUNE 22, 2023

As more and more companies understand the importance and benefits of diversifying their workforce, I want to share insight into what made me feel welcomed and what I believe will help your organization effectively embrace diversity and increase inclusivity. Foster a Welcoming Company Culture : Is your company culture truly inclusive?

Culture 52

Culture Groups Training Leadership 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Combine this with a customer experience champion program within your organization and watch culture really shift. An organization’s leadership must believe in the value of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Survey Employee Engagement 52

Horizon CX

MARCH 25, 2019

CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first. However, being the leaders that they are, they also know that mistakes reflect training and culture. Do your leaders check on your employees to connect with them? 2 Sharp Communication. Do they listen?

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

SuiteCX

AUGUST 18, 2017

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. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 113

Culture Customer Engagement Engagement Innovation 113

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H fosters this connection, leading to stronger loyalty and long-term relationships. It also requires a cultural shift within your organization.

B2C 52

B2C B2B Leadership Culture 52

Clarivate

OCTOBER 29, 2021

On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area. The post Clarivate selected as a Chandler 100 company appeared first on Clarivate. Delivering on our purpose.

Company 98

Company Customer Care Innovation Culture 98

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. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How do you define corporate culture? And most importantly….

Leadership 100

Leadership Automotive Employee Engagement Hotels 100