Customer Focused Business Culture

Storyminers

Customer Focused Business Culture Tips. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach.

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Culture is Contagious

ShepHyken

We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious!

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CX maturity playbook: Culture

GetFeedback

Actionable insight to uplevel and transform the CX culture in your organization. Tools

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Diagnosing And Improving Employee Connection To Company Culture

InMoment XI

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Cultural nuance in storytelling

Storyminers

Each organizational and national culture is unique; so yes, you do need to be sensitive to them. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want.

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Our Winning Company Culture

Solvvy

We’re proud to share that Solvvy was recently recognized for its culture and values by some great organizations. “We have a passionate, autonomous and empowering culture that advocates and invests in the success and happiness of our employees both during and outside of the workday.

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The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture.

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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. Ultimately, the marketing strategy will only be effective if the culture of the organisation is aligned to creating customer value. Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture.

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AI & Culture

Martin Hill-Wilson

A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. AI impacts organisational culture by democratising access to real-time insight. Continue reading AI & Culture at BrainFood.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Why a Strong Company Culture Is Your Secret Weapon

Alida

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership

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Customer-Centric Culture Change (Video)

Experience Matters

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

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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. A culture starts at the top. Brand Culture

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Wells Fargo: A Lesson in Leadership & Culture Gone Awry

Experience Matters

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 […].

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Creating Distinction to Improve Customer Interactions

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.

Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

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Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. May 2019 be the year of authentic culture for all of us!

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Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study

Customer Bliss

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. McCord has been quoted to say that the foundation of the Netflix culture is to attract only “fully formed adults.”

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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

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Lunch On Us at Digital Workplace Experience––The Best Conference for Digital Workplace Leaders

Speaker: Carla Harris - Vice Chairman, Managing Director | Morgan Stanley

You’re invited to join us on February 2-3, 2022, to reimagine your digital workplace and empower your employees to more productive and engaging ways of working.

Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

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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. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

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An Ugly Uber Lesson In Organizational Culture

Experience Matters

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 […].

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Closed-Loop Culture or Closed-Loop Process?

Horizon CX

THE VALUE OF A CLOSED-LOOP CULTURE. Do you want to learn more about Closed-Loop Systems and how to build a Closed-Loop Culture? The post Closed-Loop Culture or Closed-Loop Process?

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Culture Energy Is The Answer To Your Culture Challenges

Forrester Digital Transformation

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more. Age of the Customer Change Management customer centricity customer experience customer obsession employee experience promoted

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The Culture Perception Gaps

CX Journey

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. Another Culture Perception Gap: 63% of C-Suite and board respondents believe their culture is strong ("what we say about culture is consistent with how they act"), while only 41% of employees agree.

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How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

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. When Aurelia interviewed for her position, she was told that the first step of the process was to ensure she would be a cultural fit. “The caliber of the team here is remarkable, and I’ve never seen anything like it.

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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. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community. Make sure your culture is Unique!

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Retaining Culture in the Remote Contact Center

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

In today's remote work environment, keeping a handle on culture can feel like trying to hold sand in your fingers. Considering how teams are often comprised of members working across political boundaries, even defining a hard-set "culture" can be tricky. Then, with teams communicating asynchronously, innovation can suffer as well.

The VMware Culture Journey to Inspire Customer Centricity

InMoment XI

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.” But that’s a tall order – not to mention an ambiguous one – and it raises a number of questions, such as: What is a customer-centric culture anyway?

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5 Questions About Building A Customer-Centric Culture - Dennis Snow

Lumoa

We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

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No Culture, No Customers

InMoment XI

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

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Is Your Data Culture Future Fit Or Foolish?

Forrester Digital Transformation

Learn how to create a scalable data culture in your organization in this sneak peek of our upcoming Technology & Innovation North America event.

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5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

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.

Designing a Customer-Centric Culture – Interview with Annette Franz

Seaton CX

Interview with Annette Franz about her book Built to Win, her own customer experiences, and her advice for leaders who want to build a customer-centric culture in their own organizations. Customer Experience Culture Leadership

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