CX University

FEBRUARY 13, 2018

So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts. What on This Good Green Earth Is a Moose, and How Does It Keep My Business from Becoming More Customer-Centric? Now, the moose is indeed a majestic, if ungainly, animal.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Michelli Experience

MARCH 6, 2018

I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. The post Strategic Positioning | Is Your Customer Experience Agile Enough?

Customer Experience 124

Customer Experience Customer Centricity Consulting Leadership 124

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization. Scaling Customer Success (playlist) : Working smarter to scale through automation and data.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Maz Iqbal

SEPTEMBER 17, 2014

Because they came to the conclusion that: the hotel receptionists were young and didn’t care about doing a good job; they lacked the right customer handling skills; and they were not selling rooms to travellers who arrived late in the day even when rooms were available. It looks like they hired a bunch of smart consultants.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building. And all are now, of course, out of business. How to make a customer-centered culture happen.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. So it was up to me to get the team comfortable hopping around the garden providing a customer-centric experience.

Leadership 78

Leadership Call Center Loyalty Course 78

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. So how will you get your leadership to understand?

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. Start with: Becoming Customer-Centric (playlist) : How to champion CS within your organization.

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Talk is cheap.

Sports 118

Sports Leadership Customer Centricity Consulting 118

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. What unites them?

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Strativity

FEBRUARY 14, 2018

“When a charity can identify it’s micro-journey opportunities, those specific interactions that increase value, it can begin the journey to bring greater donor loyalty through the customer experience … one moment of truth at a time”. He hopped on a plane and headed for “down under” earlier this week.

Customer Journeys 40

Customer Journeys Course Touchpoint Customer Centricity 40

Zeisler Consulting

MARCH 5, 2024

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” The philosophy, some companies seem to have, is that Customers will tire out if they’re told ‘no’ enough times as we escalate.

Hotels 93

Hotels Conference Policies Customer Centricity 93

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

Maz Iqbal

SEPTEMBER 23, 2014

What did the receptionists do with the “guest engagement” skills that they honed during the mandated training course? A resource for their goal: avoiding stressful encounters with angry customers: … they used their skills not to meet the target price point but to proactively offer rebates and refunds.

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

Zeisler Consulting

OCTOBER 1, 2020

My point, though, is that expecting a CEO to take on someone in a leadership role without (an awful lot of) experience within the industry is a big risk and a big ask. Of course, you wouldn’t want to hire a CX leader into your organization who’s had no experience in your industry and has never had a CX leadership role.

Leadership 93

Leadership Industry Customer Centricity Course 93

Zeisler Consulting

OCTOBER 24, 2023

Oh, and it’s not on them…nobody starts a Customer-facing job because they don’t enjoy working with and helping people. Of course not.

Customer Centricity 93

Customer Centricity Retail Tips Course 93

Maz Iqbal

OCTOBER 7, 2014

Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. Then the debates occur as to what customer-centric means, what customer experience is and is not, what counts as innovation or not. Golding a customer experience evangelist and consultant.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CloudCherry

JANUARY 21, 2020

Identifying essential CX metrics and tracking them regularly can help programs stay on course. There are many VoC maturity models that you can consult. You may find it useful to use these phases to chart the advancement of your voice of the customer program. Understand the Phases of VoC Maturity. Level 1: Foundational.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

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. Consider the pay phone.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

SuiteCX

FEBRUARY 15, 2016

According to Temkin’s report, “We compared companies with above average employee engagement maturity with those with lower maturity and found that the leaders deliver better customer experience and also have better financial results than their counterparts.”

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

CSM Magazine

MAY 26, 2020

There are three elements to a change that impacts the level of resistance: 1) Size/Scope/Impact of the Change – We tend to roll out big changes and of course, there’s some appeal in the approach of taking the whole, well-described package and implementing it across an organization.

Customer Centricity 92

Customer Centricity Leadership Consulting Course 92

Second to None

MARCH 15, 2018

Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Feedback 72

Feedback Survey Net Promoter Score How To 72

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. There are a few common approaches to measuring the effectiveness of a new program, but the most important aspect to consider is customer satisfaction.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Micah Solomon

NOVEMBER 2, 2015

Clients frequently voice the same concern to me, in my work as a corporate culture consultant and as a speaker: “People tell me my employees act differently when there aren’t any managers watching over them.”. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building.

Culture 40

Culture Customer Centricity Airlines Banking 40

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Zeisler Consulting

MARCH 14, 2023

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. Now, I don’t want anybody to get fired of course.

Fashion 72

Fashion Customer Care Customer Centricity System 72

Michelli Experience

JUNE 5, 2018

I labeled that specific business principle, It’s Not About You, and went on to explore how leadership at the Ritz-Carlton benchmarked other world class customer providers, learned from the Malcolm Baldrige Quality Excellence process and listened to the voice of their customers in personal and systematic ways. Michelli, Ph.D.

Hotels 100

Hotels Customer Centricity Leadership Customer Experience 100

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. They are the front line for your leadership.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Natalie Petouhof

AUGUST 15, 2022

Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. But of course, driving this transformation is easier said than done. Their seven Proven Practices for Leadership are: Understand the Business Case for Change.

Leadership 52

Leadership Software Chatbots Banking 52

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. He has supported it with his actions.

Leadership 154

Leadership CEM Sports Hotels 154

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. I talk a lot about Customer-centricity of organizations. Does your CEO get it, too?

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Beyond Philosophy

FEBRUARY 28, 2016

CMC, is Thought Leadership Principal for Beyond Philosophy. It is also an essential element of customer-centricity. Customer-centricity , after all, is about more than structure, strategy and systems. They create emotional value, experiential value, social value, and, of course, financial value.”.

Customer Journeys 60

Customer Journeys Multi-Channel Customer Centricity Consulting 60