Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Customer Bliss

AUGUST 10, 2018

Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Encouraging employees to do the wrong thing for short-term gains or report half-truths to avoid the wrath of a boss will inevitably lead to bad behavior toward customers. Worry about your guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

ijgolding

FEBRUARY 5, 2018

Was HP a customer focused organisation at that time? In the 90’s, I can definitely say that HP was a very customer centric organisation – that is despite it essentially being an engineering business. However, towards the end of the 90’s, HPs leadership changed. I became a marketing consultant!!

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer Centricity 74

Customer Centricity Culture Leadership Employee Engagement 74

Maz Iqbal

SEPTEMBER 17, 2014

It looks like they hired a bunch of smart consultants. What did these smart consultants do. The consultants sought to understand the work context of the receptionists at InterLodge. In this case, the consultant spend a month observing and talking with receptionists at various hotels. What did the consultants uncover?

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. 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.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

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? The trick is to empower employees to help you change.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. A former teacher and economist, Adrian is now a consultant, author and speaker. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

NOVEMBER 26, 2019

.” When customer-focused values are prioritized and communicated throughout your whole organization, you create an environment where everyone can succeed. But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity. Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Maz Iqbal

SEPTEMBER 23, 2014

And in the world of consulting, the anal retentive fixation on methodology. I learned the hard way: spending years doing it and seeing the meagre and often counterproductive results. The Soft Approach And Its Limitations.

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67

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

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. Employees want to feel included in the club/group/tribe.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Strativity

AUGUST 19, 2014

She attended the Global Leadership Program at Duke University, and she serves on several committees both professionally and personally. One of the world’s authorities on customer experience and customer-centric transformation, Lior Arussy delivers results. About Lior Arussy. For more information, visit [link].

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. And they hold businesses back.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

NOVEMBER 2, 2017

All revolve around the customer because customers pay our paychecks. Harnessed handoff silos are a perfect indicator of profitable customer-centricity. 1) Customer-Centric Job Descriptions. It all starts with each employee seeing their role in terms of “why should customers pay for my work?”

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63

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. While simply listening to the voice of your employee can help inspire employees to be 4.6

Feedback 72

Feedback Survey Net Promoter Score How To 72

Experience Investigators by 360Connext

NOVEMBER 3, 2020

In an ideal employee journey map, those are represented. Review where your employee journey requires more alignment with your customer’s journey. Sit down with your leadership team and ask: Is the employee engaged with your brand promise, your customer experience mission, and understanding the ideal customer journey?

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

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

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Second to None

FEBRUARY 4, 2020

Even if an employee is following all the basic rules outlined by management, if they are not noticeably engaged during interactions with customers , there will be an apparent disconnect between the brand identity pictured by leadership and the reality on the frontlines. 1] [link]. [2] 2] [link]. [3] 3] [link].

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

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. There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. There are many VoC maturity models that you can consult. Operational Benefits. Level 1: Foundational.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Experience Investigators by 360Connext

JANUARY 7, 2015

Help everyone help your customers and make sure everyone wins when they work together. If the leadership is referring to shareholders exclusively, the customers are forgotten. If your team is killing themselves to please the industry analysts, the customers are losing. Put customers front and center.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. This customer-centric focus is becoming more critical as new generations change how they shop. Teens don’t hang out in shopping malls like their parents did.

B2B 110

B2B B2C Ecommerce Social Media 110