Amity

AUGUST 5, 2017

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A customer focused value statement is not enough.

Culture 60

Culture Company Leadership Study 60

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? If your business is customer-centric, those things are the least of your worries. That’s not it at all.

Customer Centricity 82

Customer Centricity Culture Customer Journeys Leadership 82

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Igniting a passion for CX.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

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. means you’re customer-focused. Ways to Really Know the Customer.

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 40

Customer Focused Company Airlines Culture 40

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Igniting a passion for CX.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

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. In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

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. This situation can lead to policies and procedures that conflict between the groups. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

SmartKarrot

APRIL 2, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies Culture eBook Training 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

SmartKarrot

MARCH 23, 2023

Rethinking culture and expectations To keep pace with the progressive shift in organizational values, people friendly companies around the world are rethinking culture, expectations, and policies to be able to align with the requirements of the new age workforce.

Policies 10

Policies eBook Culture Competitive Advantage 10

ShepHyken

MARCH 20, 2019

The “open door” policy of communication for employees has served him well. He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. What’s felt on the inside of a company will radiate through to the outside. Follow on Twitter: @Hyken.

Communication 111

Communication Culture Policies Customer Service Training 111

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Megan explains that Squaremouth sells travel insurance policies through their comparison website.

Insurance 85

Insurance Policies Travel Comparison 85

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company.

Culture 134

Culture Policies Customer Service Training Customers 134

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. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

CX Journey

FEBRUARY 14, 2018

I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!) Lots of effort has been put forth to improve the customer experience, with no apparent improvements. Companies are still treating customers poorly.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Magellan Solutions

MARCH 19, 2024

As Fred Chua of Magellan Solutions explains, his company tailors solutions to each client’s unique needs through “full scoping of requirements, expectations, KPIs, and historical data.” An environment controlled through strong moderation shows the customer-focused approach that brands want internally.

Social Media 52

Social Media Marketing Guidelines Advertising 52

CSM Magazine

DECEMBER 21, 2022

Businesses that foster and support a diversity, equity, and inclusion (DEI) culture see increases in output, creativity, innovation, and profitability. In today’s modern world, focusing on DEI is essential to increasing job satisfaction and employee engagement levels. And millennials and Gen Z avoid companies that aren’t diverse.

Policies 52

Policies Social Media Culture Employee Engagement 52

Thematic

JANUARY 2, 2019

If the process of doing business leads to unsatisfied customers, it is time to reevaluate how business is done. Companies are competing for the same customer, and if all things are equal, service is usually a deciding factor for the consumer. This leads to happy, loyal customers. Empower your employees .

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Culture 72

Culture Policies Brands Leadership 72

Zeisler Consulting

NOVEMBER 5, 2020

When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture. All of this transactional work needs to be supported by a healthy Customer-centric culture within your organization.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

PeopleMetrics

JUNE 30, 2014

You know the familiar saying: “ Culture eats strategy for lunch ”? That’s because culture, like strategy, is intangible, soft and elusive. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired.

Customer Centricity 111

Customer Centricity Culture Policies Customer Retention 111

CX Journey

APRIL 5, 2017

Without understanding customers, their expectations, and how well we perform against those expectations, we can never correctly or appropriately redesign the experience to meet their needs. But too many companies forget that the "work" doesn't end with listening. The link between the employee experience and customer experience is real.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ShepHyken

MARCH 11, 2019

Five Negotiation Strategies When Traditional Customer Service Fails by Chris Westfall. There’s the company’s viewpoint and the customer’s viewpoint. My Comment: What do you do when a customer’s complaint gets escalated to a level beyond support or a social thrashing on a social media channel.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ReviewTrackers

APRIL 7, 2021

To avoid these lapses, set high standards for the way you do business and have clear business practices and policies. Manage online reviews, social media, and customer feedback. Build a people-first culture. Refine your people practices and make your company values truly operational. Become more customer-focused.

Banking 94

Banking Management Social Media How To 94

CX Journey

AUGUST 26, 2014

Don''t forget to keep the organization as a whole informed about the changes - why they''re important, when and how they''ll happen, and how they''ll impact employees, customers, and the company in general. As such, the governance structure is critical to the foundation of any customer experience effort.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

ClearAction

SEPTEMBER 27, 2018

The potter focuses first on foundational stability, then shaping, then fine-tuning. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. Why are customers embracing texting? My Comment: What do customers want? ” Agreed!

Customer Service 79

Customer Service Policies Retail Case Study 79

Customer Bliss

JULY 6, 2018

We mustn’t forget that every customer we interact with is someone’s mother, sibling or friend, and needs to be treated with that same humanity and respect. In my interview with Blake, I explain what I essentially refer to in my book as letting policy and the golden rule collide. What Does a Great CXM Culture Look Like?

Resources 100

Resources Case Study Comparison Hospitality 100

Beyond Philosophy

FEBRUARY 10, 2016

Customer Experiences are emotional. We always say that over 50% of a Customer Experience is based on emotions. Companies that understand this concept design their experiences to evoke emotions that drive value for their bottom line. Your Customer Experience reflects your company culture.

Travel 60

Travel Hotels Culture User Experience 60

Kustomer

JULY 28, 2022

The way that a customer interacts with and perceives your brand throughout the entirety of their process with you, from discovery to purchase to loyal customer, is all part of the customer experience. The customer is the lifeblood of the brand, and the modern customer has high expectations for its interactions with your company.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

CX Journey

APRIL 25, 2018

Are you listening to customers? How are you driving the necessary change within your company? Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ShepHyken

JANUARY 1, 2018

Moneyish) Companies are advertising for tech, sales and customer service jobs with quirky sounding job titles. My Comment: This article falls on the topic of your company’s culture. It focuses on some of the fun and creative titles that companies now assign their employees. We do it at our company.

Customer Service 0

Customer Service Trends Culture Advertising 0

ShepHyken

AUGUST 10, 2016

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. Businesses upset their customer’s numerous ways. No one or no company is perfect. Customers understand this. They have policies that aren’t customer focused.

Airlines 48

Airlines Policies Government Guidelines 48

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Stay away from the customer service representative who makes too many exceptions, is inconsistent with company policy, practices, and procedures. Companies like agents who believe in the company and their services.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41