Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !” This intentional success is THE missing piece in many customer experience management programs.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. 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.

Tips 296

Tips Culture Exercises Feedback 296

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. of customer experience. Put customer experience on the agenda.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. The power of internal employee clubs and committees. So, so that type of cultural leadership, right.

Culture 98

Culture Connections Leadership Communication 98

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

PeopleMetrics

AUGUST 25, 2015

It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience. Chart your course with long-term customer experience strategies. And guess what. Ready to set sail?

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

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. So what did the hotel management do? Three things. Did it work?

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. 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.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. 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.

Tips 182

Tips Culture Exercises Feedback 182

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Will there be mistakes?

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Zeisler Consulting

JULY 28, 2020

There are variations but in the end the gist is that not only is good employee engagement vital to good CX, some even seem to think it’s the key; perhaps even that that’s all it takes. Taking good care of your employees is a good idea all the time. Oversimplifying the concept, however, is a bad idea (isn’t it always?).

Employee Engagement 72

Employee Engagement Culture Resources Customer Centricity 72

CloudCherry

FEBRUARY 16, 2018

Companies with the best-in-class Voice of Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.

Voice of Customer 220

Voice of Customer Customer Centricity Culture Feedback 220

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. Of course, being a CX Leader is not easy. This involves being open to criticism from employees and peers. In customer-centric organizations, issues are resolved with the customers’ best interests in mind.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

CX Journey

MAY 29, 2018

It was a lively discussion to kickoff the day, as we talked about customer experience, journey mapping, digital transformation, print, and, of course, fax machines! At the same time, we talked about technology's impact on employee engagement and culture change.

Customer Experience 126

Customer Experience Customer Journeys Omni-Channel Government 126

Horizon CX

JUNE 2, 2020

Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” What he meant was that if you do not have the right culture and commitment in place, the strategy won’t matter. Of course, they must have the relevant experience, knowledge and skills.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. These include NPS, Net Promoter System, and customer journey mapping.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

CSM Magazine

JANUARY 18, 2023

Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. He is a passionate advocate for employee engagement, diversity and inclusion, and believes that people and culture are a key differentiator in business. “I

Contact Center 52

Contact Center Company Customer Centricity Employee Engagement 52

Experience Investigators by 360Connext

JULY 28, 2020

The brands who create a habit of putting the customer first, defining success for both the organization and the customer, and developing best practices and business discipline around execution are the ones who can truly be customer-centric. Customer Experience Strategy Depends on the Right Mindset, Vision and Plan.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

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

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. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CX Journey

MAY 24, 2017

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

RapportBoost

DECEMBER 10, 2018

Customer channel preferences are increasingly important, with more knowledge, organizations can deliver better self-service. Optimization of this knowledge can be accelerated by leveraging artificial intelligence , and employee engagement is a powerful force that can be used to drive customer engagement.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

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. Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Sports 118

Sports Leadership Customer Centricity Consulting 118

Second to None

MARCH 15, 2018

Additionally, employee feedback surveys help to inspire high levels of engagement, which can serve as a huge positive within any organizational structure. The goal of any employee feedback program is to find quantifiable data about how daily operations are being executed on an individual level. 1,2 [link].

Feedback 72

Feedback Survey Net Promoter Score How To 72

Michel Falcon Experience

MARCH 20, 2019

If you’re having trouble providing a great customer experience, your organization may have members that aren’t a culture fit. In this video, I’m going to share my ironclad interview process which has helped my company deliver a legendary customer experience. We must be product and people-centric.

Tips 60

Tips Customer Experience Hospitality Customer Centricity 60

PeopleMetrics

OCTOBER 1, 2015

And that mindset is a cultural one. Think of the teenage employee who smiled and let me into the store. The shame of it is, when employees are trained to ignore customer-centric impulses and focus on company-centric results, they suffer too. Of course those employees wanted to go home.

Employee Experience 48

Employee Experience Customer Experience Customer Centricity Culture 48

Kustomer

APRIL 8, 2021

Many CX leaders are finding it difficult to help their teams completely deliver the best overall experience for their modern customers. Director of Customer Experience at Schindler Elevator Corporation, Stacy Sherman , attributes this to people at the top of a company not being completely customer centric. Read More Hide.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Leaders can not just assume what factors motivate employees. Make employee engagement an important part of the process.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Meeting 40

Meeting Employee Engagement Customer Centricity Case Study 40

Maru Group

OCTOBER 10, 2019

A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Customer satisfaction vs. customer centricity.

Meeting 40

Meeting Employee Engagement Customer Centricity Social Media 40

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. And much of that culture starts with communication.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 48

Feedback Customer Experience Customer Centricity How To 48