Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Help.com

OCTOBER 13, 2014

Training and re-training and 360 degree training (training of quote unquote leadership about what’s involved in actually doing the job). Onboarding procedures. Practices for how to treat vendors, each other, and other stakeholders. Appropriate quality control methodology and metrics. Benchmarking decisions.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ijgolding

FEBRUARY 5, 2018

This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees. My fascination with the ‘customer interface’ was born! Was HP a customer focused organisation at that time? I became a marketing consultant!!

Culture 264

Culture Measurement Customer Centricity Hotels 264

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). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events.

B2B 146

B2B Leadership Brands Consulting 146

One Millimeter Mindset

MAY 4, 2022

In my recent post-pandemic consulting conversations, I listen and guide clients like you. Many of us are exquisitely customer-focused on serving others. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Sound familiar? However, you are in denial.

Consulting 90

Consulting Innovation Leadership Customer Focused 90

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality. Follow Colin Shaw on Twitter @ColinShaw_CX.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . A former teacher and economist, Adrian is now a consultant, author and speaker. She shares thoughts and insights on improving all aspects of the customer journey. . Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

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. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

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. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership.

Survey 111

Survey Company Leadership Study 111

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Company 160

Company Customer Centricity Leadership Consulting 160

ShepHyken

MARCH 21, 2017

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. You Will Learn: 1.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. VP, Customer Success.

Customer Success 77

Customer Success Meeting Lifetime Customer Consulting 77

Zeisler Consulting

NOVEMBER 5, 2020

But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

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

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ShepHyken

DECEMBER 29, 2020

That engagement is more than just satisfaction—it’s about an emotional connection with your customers. There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer Centricity 77

Customer Centricity Culture Leadership Employee Engagement 77

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer. They are not a customer-focused operation. Telecoms continue to fail to focus on the customer.

Customer Centricity 112

Customer Centricity Consulting eBook Leadership 112

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. Whether or not your title says it, your leadership is needed! Take a minute to dive in and keep learning.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Dave Jackson.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Thematic

JANUARY 2, 2019

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. He’s led or consulted contact centers of various sizes across numerous industries.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Clarivate

APRIL 9, 2019

Customer Experience is fast becoming the key brand differentiator for many organizations. Ultimately, the goal of Starkey’s CX Council is to help drive exceptional customer loyalty through a truly intimate and memorable customer experience. They become more loyal and tell others about both their good and bad experiences.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. In fact, the American Customer Satisfaction Index (ACSI) is reporting customer satisfaction levels that are hovering just above 9 year lows.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Experience Investigators by 360Connext

JULY 6, 2016

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience.

Consulting 154

Consulting Feedback Survey Groups 154

Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52