INDUSTRY INSIGHTS YOUR PEERS ARE READING
A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want. MORE
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. MORE
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker. MORE
On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized MORE
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. MORE
Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Cultural Intensity. MORE
Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. In fact, culture and engagement have a ripple effect. So, what are you doing to build that culture of meaning and purpose? MORE
But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Here are some considerations as you look to scale a customer centric culture in your contact center. MORE
Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either. What is a Culture Committee? MORE
This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Today, I want to talk about how to get the right culture in your organizations. How Leaders Create Culture. The Mechanics of Culture. MORE
In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! The post What is People-First Culture? MORE
Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world. MORE
VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” MORE
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. MORE
As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture? MORE
The post Leadership Sets the Tone of the Culture appeared first on Shep Hyken. App Customer Service Training inconsistency internal culture leadershipOne of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. MORE
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Their cultures are rooted in strong core values, as should yours. MORE
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. Culture is the action, not the words. Customer culture shows the customer commitment is real and not lip service. The post Move “Customer Culture” Talk to Real Customer Culture Actions appeared first on Customer Bliss. Align Around Experience alignment around expeirence Customer Culture customer driven growth MORE
They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. You can read all about it in their book – The Customer Culture Imperative. The post CUSTOMER CULTURE: How does it drive future business performance? MORE
In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […]. MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. MORE
Culture. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items. MORE
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video MORE
Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture? MORE
The post How to Build a CX Coaching Culture appeared first on Comm100. Most companies would agree that excellent customer service is a crucial aspect of running a business. MORE
Not always, of course, but would you agree if you found out they were leaving because your workplace culture was toxic? Culture Retention ToxicHaving valued employees depart your company can be a good thing. MORE
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. MORE
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. MORE
A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. MORE
CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […]. MORE
Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement, and customer experience! The post What is the People-First Culture 3-P Strategy? MORE
Good Customer Experience Starts With Your Internal Culture. This required an internal culture change. . This requires an internal culture change. How does the diversity of your team affect their output and synergy? MORE
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change. MORE
If you intend to create a customer-centric culture, you can no longer afford to have siloed customer data. By empowering your team members with data, you can create a customer-centric culture that attracts, retains, and delights more customers. Photo by Austin Distel . MORE
Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. MORE
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article MORE
We regularly help companies create cultures that are more customer-centric. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicSo it seemed like a fun idea to create an infographic on the topic. Enjoy! MORE
Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? They have defined their culture precisely. MORE
Culture Related Topics 
ijgolding
FEBRUARY 5, 2018
As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?
TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.
MaritzCX
FEBRUARY 27, 2019
VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”
CX Journey
NOVEMBER 1, 2017
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Their cultures are rooted in strong core values, as should yours.
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.
Customer Bliss
MAY 23, 2019
In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture.
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NICE inContact
AUGUST 23, 2016
A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results.
Michel Falcon Experience
NOVEMBER 18, 2019
In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! The post What is People-First Culture?
Integrity Solutions
NOVEMBER 22, 2019
Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. In fact, culture and engagement have a ripple effect. So, what are you doing to build that culture of meaning and purpose?
Kristina Evey
JULY 25, 2019
On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.
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CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.
CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.
ShepHyken
NOVEMBER 8, 2019
This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Today, I want to talk about how to get the right culture in your organizations. How Leaders Create Culture. The Mechanics of Culture.
ijgolding
NOVEMBER 22, 2016
Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world.
Experience Matters
MARCH 10, 2016
Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video
CX Journey
FEBRUARY 7, 2018
Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture.
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read.
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read.
Customer Bliss
OCTOBER 3, 2019
Good Customer Experience Starts With Your Internal Culture. This required an internal culture change. . This requires an internal culture change. How does the diversity of your team affect their output and synergy?
Experience Matters
OCTOBER 5, 2015
Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Cultural Intensity.
MaritzCX
MARCH 30, 2016
How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article
NICE inContact
OCTOBER 16, 2019
But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Here are some considerations as you look to scale a customer centric culture in your contact center.
Experience Matters
APRIL 3, 2015
I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker.
ShepHyken
APRIL 10, 2019
The post Leadership Sets the Tone of the Culture appeared first on Shep Hyken. App Customer Service Training inconsistency internal culture leadershipOne of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling.
Experience Matters
SEPTEMBER 21, 2016
CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].
Kristina Evey
MAY 1, 2018
Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.
Experience Matters
SEPTEMBER 10, 2015
We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.
Experience Investigators by 360Connext
JUNE 11, 2015
Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture?
Comm100
SEPTEMBER 27, 2018
The post How to Build a CX Coaching Culture appeared first on Comm100. Most companies would agree that excellent customer service is a crucial aspect of running a business.
Customer Bliss
AUGUST 27, 2015
“Customer Culture” is talked about by many leaders but misunderstood by most organizations. Culture is the action, not the words. Customer culture shows the customer commitment is real and not lip service. The post Move “Customer Culture” Talk to Real Customer Culture Actions appeared first on Customer Bliss. Align Around Experience alignment around expeirence Customer Culture customer driven growth
Andrew Mcfarland
AUGUST 5, 2019
Not always, of course, but would you agree if you found out they were leaving because your workplace culture was toxic? Culture Retention ToxicHaving valued employees depart your company can be a good thing.
Experience Matters
FEBRUARY 28, 2017
In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […].
CloudCherry
AUGUST 19, 2019
If you intend to create a customer-centric culture, you can no longer afford to have siloed customer data. By empowering your team members with data, you can create a customer-centric culture that attracts, retains, and delights more customers. Photo by Austin Distel .
CloudCherry
FEBRUARY 28, 2018
Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? They have defined their culture precisely.
Experience Matters
DECEMBER 22, 2014
Culture. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items.
ijgolding
AUGUST 9, 2016
They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture. You can read all about it in their book – The Customer Culture Imperative. The post CUSTOMER CULTURE: How does it drive future business performance?
Michel Falcon Experience
NOVEMBER 19, 2019
Follow me on LinkedIn or check out one of my other quick videos like What is People First Culture for exclusive insights and tips on company culture, employee engagement, and customer experience! The post What is the People-First Culture 3-P Strategy?
MaritzCX
FEBRUARY 15, 2017
A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want.
CX Journey
SEPTEMBER 12, 2018
Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either. What is a Culture Committee?
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