ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Last month I shared 6 key questions related to the importance of engaging your people in improvement activity.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. The Solution: Create systems that employees will value. Old systems don’t connect the data between customer and experience.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

Michel Falcon Experience

OCTOBER 10, 2014

I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. How are you onboarding your newest employees? “Earth’s most customer-centric company.” Jeff Bezos.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

CX Journey

APRIL 5, 2017

Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! The topic of my session was The 7 Deadly Sins of Customer Experience. Thou shalt put employees more first.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

CX Journey

AUGUST 1, 2018

It outlines people, roles, responsibilities, rules, and guidelines when it comes to executing your customer experience strategy. Changing the organization's DNA to be more customer-centric is not a journey for one person to undertake; this is an organization-wide effort. Think of the transformation as a grassroots effort.

Government 90

Government Customer Centricity Guidelines Groups 90

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. We craft our surveys to explore the perceptions that employees have inside their organizations. Storytelling), or “We hire people who care about the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

DECEMBER 5, 2017

Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge.

Call Center 111

Call Center Contact Center Training Study 111

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. 10 BIG Ideas for Customer-Centric Success.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

Customers Rock!

MAY 5, 2011

As a result, some people will tell you that you need outstanding customer service. But customer service is not enough. You also need marketing that connects with your current customers. And, of course, you do need outstanding customer service. We can’t leave the customer experience to chance.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. Resolve To Deliver More Proactive Service in 2018.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

MARCH 19, 2015

Just as satisfaction has little proven connection to customer behavior, employee engagement was not designed to drive customer behavior. To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action. Employee Engagement Reaches Three-Year High.” correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

ijgolding

OCTOBER 19, 2015

The most customer centric organisations in the world recognise and very much appreciate this fact. I always state the Ritz Carlton’s approach when bringing this to life – the relationship they want their business to have with customers is described by them as ‘Ladies & Gentlemen serving Ladies & Gentlemen’.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Customer Alignment

MAY 23, 2017

.” – Tony Hsieh, Zappos CEO To be powerhouses in customer experience, organisations need to explore how well positioned they are to deliver on their key customer drivers - in other words how aligned the needs and dreams of their customers are with the culture and capability of their company, now and in the future.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Frank Baum, wrote a children’s novel and not a customer-relations manual. Download and read this eBook.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 19, 2021

Creating Content For Employee Experience & Customer Experience by Vivek Nanda. Business 2 Community) This article focuses on how your organization’s content influences customer experience (CX) and employee experience (EX). Follow on Twitter: @Hyken.

Customer Service 148

Customer Service Customer Service Training Retail Comparison 148

CX Journey

NOVEMBER 11, 2014

maps aren''t just for the customer experience. Map the employee experience, the partner experience, and the experience of any other constituent with whom you interact, including your internal customers. I thought I''d compile them all here in one place. Use journey maps to. A closing thought.

Customer Journeys 189

Customer Journeys Touchpoint Policies Customer Experience Professionals 189

CX Journey

OCTOBER 3, 2017

Rowling As you begin your journey, it's going to be important to tell a story about the company, its employees, and its customers: past, present, and future. Paint a picture that connects the employees to yours customers and, ultimately, to a profitable, solvent organization. How do you do that? But, one day.

Chief Customer Officer 126

Chief Customer Officer Culture Transportation Leadership 126

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection. There is ongoing debate about which should be the priority. correlation.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Qualtrics

APRIL 10, 2019

In this profile, she explains her start in HR, the value of a customer-centric viewpoint in HR, and how to make allies all across the business. I bring a customer-centric mindset from my banking past – only now my customers are employees”. On her start in HR. On the value of being an HR ‘outsider’. “I

Data 22

Data Banking Employee Experience Customer Centricity 22

Qualtrics

AUGUST 1, 2019

This measure of connection and effort was named “employee engagement,” and has since become the industry best practice for employee surveys. Employee engagement is something we can all relate to. With the right direction and guidance, a workforce full of engaged employees can be unstoppable. Survey Structure.

Survey 40

Survey Employee Engagement Banking Measurement 40

Customer Alignment

DECEMBER 18, 2017

Think Smiling Companies, Happy Customers. Image courtesy of Pixabay

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45