7 Pillars of a Strong Culture

CX Journey

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.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

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.

The importance of customer culture – an interview with Chris Brown

ijgolding

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?

A Culture of Excuses

CX Journey

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.

Growing Your Contact Center Culture

inContact

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.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? The customer journey map was used as a culture and leadership uniting tool. Overview.

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

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.

CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

In his teaser post to get people to listen to the podcast, he said that building a great company culture starts with hiring the right people. Recall from a post that I wrote a few months ago about the 7 Pillars of a Strong Culture. Hiring people doesn't build a culture.

Building Your Service Culture

Up Your Service

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills.

Contamination Alert! How to Purify a Toxic Workplace Culture

360Connext

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?

Move “Customer Culture” Talk to Real Customer Culture Actions

Customer Bliss

“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

Building a Culture of Customer Care Isn’t Easy

Kayako

A culture of care creates loyalty. This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers.

Make a Mouse: The Power of a Culture of Customer Experience Excellence {Infographic}

Michelli Experience

How to Unlock Your Outstanding Service Culture for Good

360Connext

Service culture is the holy grail for many organizations. What really creates a culture that always delivers great experiences for customers? It breaks down the magic behind these amazing cultures. “Culture is the sum of all the things we do in an organization.”-@toister

Set a customer service culture with three steps to welcome

NewVoiceMedia

Four different cultures – and different points of view. Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? Its customer service culture is subtle, but extremely effective.

Every customer experience project is a culture project

Heart of the Customer

Culture is the biggest determinant of effective customer experience. When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products.

Creating a Culture that Delivers Results

CX Journey

I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. How does an organization create that customer-first culture?

No Culture, No Customers

MaritzCX

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.

How Company Culture Impacts Customer Experience

CSM Magazine

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Make sure your culture is unique!

No Culture, No Customers

MaritzCX

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

CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

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?

The Impact of a Customer-Centric Culture Transformation

CX Journey

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Culture change requires a lot of heavy lifting and is slow to happen and to show ROI. Why does your company need a culture transformation?

The Power of Company Culture

Amity

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A culture that encourages feedback = better products.

CX Journey™ Musings: Culture - The Soul of the Organization

CX Journey

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. culture employee experience leadership values workplace

Focus on Culture to Drive Customer Engagement

SuiteCX

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

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.

Customer Centric Culture – putting theory into practice

ijgolding

Another use of the word Customer is in the context of CULTURE – a word that businesses often are not too enamoured about discussing, but one that is vital should there be the intent to genuinely put the CUSTOMER on the map! Changing the culture of an organisation is not easy.

Focus on Culture to Drive Customer Engagement

SuiteCX

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture.

The Power of Company Culture

Amity

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A culture that encourages feedback = better products.

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

Corporate Culture and the Customer Experience: A Delicate Balance

MaritzCX

Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself.

Workplace Culture and Operational Changes

ReviewTrackers

This week: The ability to provide an enhanced customer experience starts with improving workplace culture. Customer Experience Starts with Workplace Culture . However, the ability to provide a customer experience that meets expectations starts with improving workplace culture.

Customer Centric Culture

ClearAction

Customer Centric Culture Lynn Hunsaker. Trust — being true to the brand promise — is biggest the biggest factor in building a customer-centric culture that maximizes customer profitability. The post Customer Centric Culture appeared first on ClearAction Customer Experience Consulting. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense.

Culture, Empowerment and The Nordstrom Way – Evolution of the Customer Experience

inContact

There were three main takeaways I have from this webcast: culture, empowerment and tailoring the customer experience. Culture. When service employees fit into the company culture, they want to do better and provide better service is innate.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

The challenge and the desire to make a difference in creating a customer-oriented culture. The post The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar appeared first on I J Golding.

The Power of a Bonded Organizational Culture

CX Chronicle

of employees, customer, and suppliers—a bonded organizational culture. The answer of course lies deeply within the culture of this nearly. culture to give you an idea. In the end, the employees, customer, suppliers—the bonded culture and community solidarity won out.

Innovation Requires A Culture Of Diversity And Inclusion

Forrester's Customer Insights

co-creation & crowdsourcing collaboration culture customer experience management decision making digital transformation Innovation innovation managementSuccessful organizations innovate and differentiate by boosting diversity and inclusion.

Introduction to The Implementation Roadmap and Service Culture Indicator

Up Your Service

The Service Culture Implementation Roadmap is a proven methodology to quickly upgrade service performance and build a service culture that grows stronger over time. Using our proprietary Service Culture Development Checklist, the UP! Culture Steering Committee.

Five Problems to Overcome When Building a Superior Service Culture

Up Your Service

Leaders often make mistakes when building a service culture throughout an organization. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. Training and education are vital to developing a superior service culture.

How to Establish a Strong Service Culture Fast

CX Journey

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Instead, go big and go fast to build momentum for the new culture.