InMoment XI

MAY 4, 2023

We’ll explore below how to prioritize customers and strategically use customer experience tools to drive growth for your business and keep on course. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

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

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Many dashboards and reports don’t mention or track anything connected to customers. That sense of purpose is what allows each person on their team – from the park greeter to the sous chef to the cleaning crew – to connect their role with the bigger experience. It’s all about operations, processes, and financials.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. In the course, I share examples of what your mission statement can look like. That’s how customer experience becomes embedded in your company’s culture.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset. How does CX maturity stack up?

Culture 52

Culture Customer Experience B2B B2C 52

SurveySparrow

JUNE 21, 2020

It’s “NOT” about “Culture fit,” but about complimenting your culture that defines success…. Back in 2009, when Netflix introduced their Culture Code Deck, they shook organizations all over the world by their roots, & has been viewed more than nineteen million times. And why do we need them?

Culture 98

Culture Handbook Guidelines System 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

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 115

Social Media Course Training Marketing 115

SurveySparrow

JUNE 20, 2023

In this blog, let us take a look at what the customer service experience is, ways to create an exceptional customer service experience with top-notch examples. Regular refresher courses can help keep these skills sharp. Lead by Example As a leader, your attitude and behavior set the tone for your entire organization.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

DECEMBER 3, 2019

How will we connect the dots between efficient behaviors internally and understanding customers? In a culture of learning, the message can’t be limited to enforcing individual courses. In a culture of learning, the message can’t be limited to enforcing individual courses. Then state it again.

Customer Experience 190

Customer Experience Culture Chatbots Connections 190

SurveyGizmo

SEPTEMBER 5, 2017

I’m a firm believer that a great culture is one of the most valuable aspects of any company. When I am interested in working for a company, I look at it’s current culture before I look at how much a role pays. And that’s not just the millennial in me — it’s a matter of long-term motivation and deeper emotional connection.

Culture 63

Culture Customers Retail Course 63

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections Conference Loyalty Survey 80

Experience Investigators by 360Connext

JANUARY 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Innovation is not a one-and-done idea, it’s a cultural value. Commit to finding ways to connect. Make them the example others want to emulate. 2020 – a year of vision !

Customer Journeys 225

Customer Journeys Contact Center Innovation Culture 225

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

Experience Investigators by 360Connext

APRIL 21, 2020

It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. It’s about your entire organizational culture, representing consistent values both inside and out. You can check those Linkedin Learning courses out here.).

Course 143

Course Training Feedback Connections 143

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. Like any new class you take, learnings tend to stick when you can apply them to real-life examples.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Prime rewards are applicable across each sub-brand, creating a highly connected loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

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. When leaders implement change within their organization and set an example, employees tend to follow suit and positive results are sure to come.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Of course, that’s not new information. Leaders consistently tout the critical role of a “culture of coaching” and the need to maintain one.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

AUGUST 9, 2022

But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy. And that question, of course, leads to others. a way to define how CX efforts are connected to the overall organizational goals, and how to measure success.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Experience Investigators by 360Connext

MAY 7, 2024

Of course, many of us are still early in our AI adoption journey, and we have plenty of other priorities. AI personalizes the customer experience by creating proactive offers and predicting service needs, seamlessly connecting consumers with what they need and want through their preferred channels. We know you might not feel ready.

Strategy 143

Strategy Customer Experience Self Service How To 143

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. In international work, be aware of cultural differences.

Culture 149

Culture Exercises Connections Analysis 149

Up Your Service

JANUARY 3, 2019

This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, and amazing food and coffee. Melbourne is using technology to connect with all these people and wants to get them involved to make government services even better.

Government 65

Government Connections Social Media Policies 65

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Of course, CX is not just about learning and identifying insights. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Zeisler Consulting

JANUARY 23, 2024

Often right after I get off an online call, I’m faced with a survey from Zoom or Google, or whatever service we were using: “How was the connection?” The survey that pops up is also pretty efficient, usually: One-through-five stars; How was the video; the audio; the connection… Then on to my next call, quick and simple.

Survey 93

Survey Meeting Video Feedback 93

SurveySparrow

DECEMBER 20, 2018

Of course, you shouldn’t judge anyone, let alone the unfortunately tired and tied-up parents, but wouldn’t it cross your minds all the same? United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. The Best Company Culture Ideas.

Culture 69

Culture Company Policies Employee Engagement 69

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 60

Culture Sales Net Promoter Score Case Study 60

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role. Even for companies that see the value in customer-centricity, it can be challenging to create and sustain a customer-centric culture.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

Stella Connect

JANUARY 18, 2022

Why is it, for example, that people can instinctively do things that make a friend, partner, or even a total stranger feel special or welcome in their personal lives, yet in a professional capacity — such as staff on a shop floor or contact center agents , for example — those same people often cannot do the same for customers?

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

Lumoa

AUGUST 23, 2021

What we’ve learned about CX during COVID-19 can be summarized as follows: The ability to build—and maintain—connection is even more of a hot commodity, so it’s more important than ever for your teams to be empathetic and transparent. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? Over the course of an hour, my fellow panelists and I shared our experiences and insights and I wanted to share my responses with you in case you find them helpful. That’s a bubble. How do they roll with change?

How To 83

How To Culture Government Leadership 83

COPC

DECEMBER 23, 2022

Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. . To reinforce a sense of connection, consistently provide specific examples of how an employee’s performance contributes to the company’s success.

Employee Engagement 89

Employee Engagement Engagement Company Contact Center 89

Experience Investigators by 360Connext

JULY 6, 2021

That depends on your organization, of course, but there are a few key players to include. For example, if a goal is to reduce wait times for customers, then including a feedback loop with contact center leaders might be an important step in staying ahead of pain points for customers. Who should be on your cross-functional CX team?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Investigators by 360Connext

JUNE 1, 2017

Ok that’s not really accurate, of course. In a great example, Dixon illustrated how Dyson sends two of the same parts out to customers who have a specific issue with one of their vacuum cleaners. Stop discounting the connection between your employees “Net Promoter Score” and how your customers feel about your brand.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. I, of course, wanted to get home from my trip, but once the plane landed, other than the drive, my travels were basically over.

Airlines 93

Airlines Travel Course Connections 93

Customer Bliss

OCTOBER 23, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Not even one.

Case Study 111

Case Study Company Study Chief Customer Officer 111