Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

C3Centricity

JANUARY 10, 2025

Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. Of course, a few perennials have also appeared in our top 10 list for years, such as the ones on insight development and customer observation.

Consumers 156

Consumers Customer Centricity Competitive Advantage Sports 156

InMoment XI

DECEMBER 6, 2024

Communication Barriers : Language and cultural differences can pose challenges, especially when working with offshore providers. Of course, there is a gray area between the two categories. Quality Control : Maintaining high standards in customer interactions can be difficult without robust monitoring and feedback systems.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

eglobalis

MAY 13, 2025

Culture and Change: Equipping CX Teams for an AI-Driven Future The final trend is less about technology and more about the human side of the transformation. As AI-driven, multi-source feedback becomes the norm , B2B organizations must grapple with cultural and skill shifts. This could involve sharing quick wins (e.g.,

B2B 314

B2B Survey Multi-Channel Effort Score 314

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset.

Culture 156

Culture Customer Experience B2B B2C 156

InMoment XI

APRIL 19, 2022

Over the course of the COVID-19 pandemic, companies realized that they needed to provide mental health resources (such as tele-therapy) for their employees as they navigated “unprecedented times.” Encouraging a Self-Care Culture. Doing so clearly displays employee commitment , and will lead to cultural and business success long term.

Resources 370

Resources Exercises Culture Tools 370

Experience Investigators by 360Connext

OCTOBER 22, 2024

Resources Mentioned: Experience Investigators Learning Center The CX Value Chain [LinkedIn Learning Course] CX Operations [LinkedIn Learning Course] Don’t miss the next episode! Tune in and discover how to elevate your network and drive success across the board.

B2B 143

B2B Exceptional Customer Service Retail Course 143

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

MARCH 21, 2022

If you build your CX program around a roadmap (with clear checkpoints, of course), it will help you stay focused on your ultimate goals. You should be checking in with your roadmap monthly, and evaluating actions against the checkpoints every quarter.

Brands 397

Brands Strategy Roadmap Social Media 397

eglobalis

AUGUST 28, 2024

This space is where conscious decision-making happens, where values, beliefs, and desires are weighed before a course of action is chosen. Free Will is the Same Across Cultures The concept of free will is often viewed through a Western philosophical lens, but it varies across cultures.

Customer Experience 378

Customer Experience Exercises Customer Service Representative Culture 378

BlueOcean

MARCH 3, 2025

Of course, the RFP is just the first step. The Value of Cultural Alignment How much of a factor is cultural alignment in your decision-making process for professional services? That takes careful organizational and cultural alignment , and if its missing, we have to know at what point to withdraw. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Experience Investigators by 360Connext

DECEMBER 10, 2024

There are more resources around proving the value of your CX strategy and optimizing CX for long-term value, in my LinkedIn Learning course on The CX Value Chain: Linking Customer Experience to Business Outcomes. The CX Value Chain: Online Course | LinkedIn Learning Linking Customer Experience to Business Outcomes.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

eglobalis

MARCH 30, 2025

Likewise, cultural differences make survey responses inconsistent across regions; a neutral score in one country might indicate dissatisfaction in another. For instance, B2B relationships often involve multiple stakeholders , yet a single transactional NPS score from one contact cant reflect an entire accounts health.

Survey 361

Survey Banking NPS Effort Score 361

Experience Investigators by 360Connext

OCTOBER 11, 2024

I’ve engaged more than 500,000 CX professionals through my LinkedIn Learning CX courses , which explore foundational topics and guide you through your planning. Leave me a voicemail here and I can help you on an upcoming episode. We have several CX workbooks and guides to help you lay your foundation and drive ongoing success.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Our program includes multiple courses where, after completion, the employee gets a Certificate of Customer Excellence.

Tips 296

Tips Culture Exercises Feedback 296

Experience Investigators by 360Connext

APRIL 14, 2020

Journey Mapping Courses & Educational Resources. I’ve created two journey mapping online courses in partnership with Linkedin Learning. Each course is under an hour and built to help you and your team feel more comfortable and successful with your journey mapping efforts. Learn more about the course and enroll here.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

NICE inContact

MAY 2, 2021

Over the course of time, this can have serious repercussions for a business. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer.

Customer Centricity 156

Customer Centricity Culture Customer Satisfaction Course 156

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

e-support 264

e-support Culture Employee Engagement Innovation 264

InMoment XI

MAY 14, 2022

Step #4: Create a Congruent Culture. Of course you have. Creating products, processes, and a culture aligned with your brand’s identity is infectious. Experiences that are unique to your brand’s culture, are meaningful to guests, and show you care about your customers are worth their weight in CX gold. Wrapping Things Up.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Customer Bliss

FEBRUARY 18, 2022

In our conversation, he talks about the importance of grounding your company in your principles and guardrails to set your team up for success through a shared and establish culture. Building a strong foundation for future planning is the start. Listen to or watch the full interview ». Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

InMoment XI

FEBRUARY 3, 2022

Here they are as explained by Gen Z: Culture: “[I] am likely to choose a [company] that allows me to express myself […] and [get] creative with mentorship and support.” Tip #2: Gen Z Is Unlikely to Complete a Traditional CX or EX Survey. Get ready for a mic drop moment: Gen Z is simply less likely to fill out a traditional survey.

Employee Experience 397

Employee Experience Customer Experience Brands Social Media 397

CX University

NOVEMBER 6, 2024

Set to launch towards the end of 2024, the program will offer a comprehensive curriculum covering essential CX concepts, strategies, and best practices tailored to the unique cultural and business landscape of the Middle East.

CRM 111

CRM Training Net Promoter Score Customer Experience 111

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

ECXO

APRIL 18, 2024

Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. Jose faced many challenges in his quest to bring a customer-centric culture to TechEase. The power of example Jose’s relentless efforts to create a customer-centric culture began to inspire others.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Experience Investigators by 360Connext

FEBRUARY 1, 2022

The CEO can set the stage for a culture that supports these employee-centered programs that help achieve customer experience success. Of course, any organization must focus on increasing revenue and reducing expenses to earn higher profitability. .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Effort Score 376

Steve DiGioia

JUNE 26, 2023

We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. Hiring should elevate those candidates that are a fit for your company culture and goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Of course, CX is not just about learning and identifying insights. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Kristina Evey

MAY 15, 2018

The core values are the solid foundational building blocks on which your culture is built. Just as your culture should only be able to describe your company alone, the Core Values follow the same idea. These Core Values, along with your defined ideal culture, should be openly shared and discussed during the interview process.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! I care about your employees, your company culture and habits more than ever. I don’t even think so. Something rather sinister has been happening. Let me show you.

Retail 357

Retail Advertising Course Survey 357

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? It should have a timeline to identify milestones, of course. These include thinking that the job is then done, or that the person remains just a figurehead without any power to change company structure nor culture.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Calabrio

MARCH 7, 2025

This ensures you attract and discover candidates who are a better fit for your call center’s culture and requirements from the get-go. This commitment should be reflected in your company culture, management practices, and investment in resources that support agent well-being and professional development.

Call Center 130

Call Center How To Contact Center Gamification 130