Experience Investigators by 360Connext

OCTOBER 20, 2014

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer. We Want to Believe. Risks are discouraged and punished.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 225

ROI Financial CEM Metrics 225

Blake Morgan

MARCH 21, 2023

The company can disrupt a long-held industry because leaders are laser-focused on customers. According to Liane Pierce, VP of Client Experience at Betterment, the hallmark of a customer-focused leader is someone who is passionate about the product. A customer focus isn’t something leaders can practice once.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Customer focus is a type of company culture that focuses on putting the needs of clients first. Have the Entire Company Develop a Customer-Focused Approach.

Customer Focused 52

Customer Focused How To Effort Score Social Media 52

Blake Morgan

MAY 3, 2022

The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. . Customer-Centric Mindset. The transition required strong data analysis efforts to track the entire customer journey. . Lasting Transformation.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

Blake Morgan

NOVEMBER 29, 2022

Cruise shines by connecting its mission and progress to human emotions. One of Cruise’s goals is to build trust with customers so they feel safe adopting the innovative autonomous technology. But no matter the product, it’s important to connect with consumers as people and build real, authentic relationships.

Customer Focused 59

Customer Focused Innovation Employee Engagement Connections 59

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Company How To Chief Customer Officer 190

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Blake Morgan

AUGUST 8, 2023

From their insights, United Airlines created the shared purpose of connecting people and uniting the world. But talking to people involves more than just the employees. . __ Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future.

Airlines 52

Airlines Customer Focused Leadership Travel 52

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. The Halal Guys also added a mobile loyalty program that allows customers to earn rewards and order through the app. Hand in hand with digital tools is an increase in data.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Technology 59

ShepHyken

FEBRUARY 9, 2022

It’s where customers don’t see a business as just a vendor or a store. They feel connected – and maybe see it more as a friend and a partner. It all comes down to the relationship you have with your customer. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Connections 78

Connections Data Customer Service Training Trends 78

InMoment XI

MAY 23, 2023

The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 260

Customer Centricity Culture Insurance Conference 260

Vonage

FEBRUARY 4, 2016

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Facebook’s mission is “to make the world more open and connected.” Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line.

Customer Focused 120

Customer Focused Culture Leadership Omni-Channel 120

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? They genuinely want to engage with customers.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Experience Investigators by 360Connext

APRIL 9, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

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. Gabe Larsen: (00:11).

Connections 80

Connections Conference Loyalty Survey 80

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture.

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

Innovative CX

AUGUST 10, 2021

Combining the two types of metrics helped connect the dots for agents so they knew improving their health metrics would have a corresponding improvement in their performance metrics. Remember, the intent is to align the organization and improve your customer and employee experience.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Clarivate

JULY 7, 2017

Connect Your Silos. Organizational silos exist, and we will likely never get rid of them, but they are not great for Customer Experience. And worse, by its nature silos are inward-focused, and that is the root of many problems when it comes to achieving great CX. How to Connect Silos.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Oracle

NOVEMBER 1, 2019

This is a preview of the on-demand webinar, Connected Commerce: The Secret to Winning Against Digital Disruptors. Connected commerce can help established brands strategically outperform digitally disruptive innovators. To learn more, view the full webinar: Connected Commerce: The Secret to Winning Against Digital Disruptors.

Connections 45

Connections Ecommerce Innovation System 45

InMoment XI

MARCH 6, 2024

Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. The more advocates you have, the fewer ads you have to buy.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

VDS

JULY 22, 2020

Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions. Zoom, Microsoft Teams, etc.).

Connections 52

Connections How To Contact Center Policies 52

Win the Customer

JANUARY 8, 2016

The art of selling means understanding the essential needs and wants of your customers and being able to carefully plan and pitch your offerings and services in a way that is meaningful and attractive to potential customers. Have a Customer-Focused Business Plan. This is done with a business plan.

Customer Focused 52

Customer Focused Return on Investment Advertising Financial 52

Hero Digital

DECEMBER 11, 2018

But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Connection. Efficiency.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 488

Analytics Customer Insights Data Social Media 488

CSM Magazine

JUNE 27, 2019

Accessibility and Connectivity. If most of your systems rely on the internet, it makes sense to ensure you invest in a strong and stable Wi-Fi connection. Choose a company that offers a always on internet connection , which will guarantee zero downtime.

Customer Focused 45

Customer Focused Advertising System Connections 45

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CSM Magazine

JUNE 25, 2019

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. We are devoted to developing and growing our business around the Amazon Connect ecosystem. About VoiceFoundry.

Contact Center 40

Contact Center Connections Feedback Measurement 40

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Totango

APRIL 25, 2019

Congratulations to our Customer Success Visionary Award winners: Best Customer Focus – SAP. Greatest Clarity – Dimension Data. Fastest Time to Impact – Data Intensity. Optimum Agility – Zoom. Strongest Impact – Avero.

NPS 54

NPS Connections Customer Centricity Customer Success 54

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 149

Customer Service Training Customers Interaction Customer Service 149

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Hotels 156

Hotels Connections Customer Service Training Retail 156

ShepHyken

AUGUST 11, 2021

There are a number of reasons customers might come back. Ideally, it’s related to an emotional connection that causes them to want to come back to you and not the competition. These are reasons that customers could be emotionally connected to you. . Maybe they love your unique merchandise. Follow on Twitter: @Hyken.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123