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

InMoment XI

JULY 12, 2022

Enacting this approach will also enable your frontline employees to provide a far superior experience to customers. This strengthens brand connection and creates a customer-centric culture. Many brands use data to measure employee performance as a matter of course, but tracking something only accomplishes so much.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. In the course, I share examples of what your mission statement can look like. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “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

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 86

Leadership Self Service Customer Service Trends 86

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Experience Investigators by 360Connext

JANUARY 16, 2024

On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

C3Centricity

MAY 11, 2020

It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. One easy way to do this is to ask this question at the end of every meeting: “what would our customers think of the decision we just made?”

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI Tips Healthcare Insurance 260

PeopleMetrics

MARCH 1, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks.

Customer Centricity 48

Customer Centricity Banking Leadership Exercises 48

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Customer experience will happen whether or not you talk about.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals, customer journey maps, health scores, segmentation, QBRs and much more. Start with: What is Customer Experience? 5: ChurnZero.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

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

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

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Of course, it’s not just one metric. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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

Doug Leather

MARCH 11, 2014

What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. The most important stakeholder in almost all cases is the customer.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

Doug Leather

FEBRUARY 24, 2014

Differentiated, winning organisations with enlightened leadership pay little attention to matching or beating their rivals – instead they seek to make competitors irrelevant through a strategic logic called value innovation. Developing and operationalising a customer-centric business model will enable an organisation to stand out.

Customer Centricity 54

Customer Centricity Strategy Competitive Advantage Innovation 54

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

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

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

Customer Bliss

JUNE 30, 2016

The core of the work we do with customer experience strategy is about the five customer experience competencies, notably: Customers as assets. Build a customer listening path. One-company accountability, leadership, and culture. Customer Experience Strategy, Level 2: Customer-Centric Recipes.

Strategy 154

Strategy Customer Experience Chief Customer Officer Leadership 154

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

Michelli Experience

MARCH 6, 2018

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. 5 Moreover, such companies simultaneously achieve greater customer centricity, faster time to market, higher revenue growth, lower costs, and a more engaged workforce.

Customer Experience 124

Customer Experience Customer Centricity Consulting Leadership 124

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Building a customer-centric culture is not something you can address with a list of tactics. Incorporate customer feedback data and quotes into project plans and product roadmaps. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Bold360

MAY 14, 2020

I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. Transitioning from the contact center to CX leadership. The next stage is: you start to get into change management from a customer-centric lens.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. What a Customer First Strategy is not. What a Customer First Strategy is.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

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

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

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

ChurnZero

MAY 3, 2022

Across more than 30 playlists, you’ll discover everything you need to know about upsell, launching CS, customer training, CS careers, customer value management, retention and renewals , customer journey maps, health scores , segmentation , QBRs and much more. Start with: What is Customer Experience?

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52