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.

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?

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.

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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

executive leadership to failures in fostering a CX-centric culture and omnichannel service environment. CX Innovation: Rising to the Challenge of Techno-Consumerism Through.

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

Corporate Culture and the Bottom Line

CX Journey

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? Corporate culture is linked to so many business decisions and business outcomes. Culture is such an important part of any business. How important is corporate culture?

What Makes a Great Engineering Culture?

MaritzCX

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.

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.

People-First Culture™: Why Some Teams Win Together and Others Don’t.

Michel Falcon Experience

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand.

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.

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?

Measures of Success of Service Culture Transformation

Up Your Service

How can you be sure your service culture development program is going to achieve the ultimate objectives of your business? Each in turn helps measure if your service culture is getting stronger and your efforts and investments are working.

What Makes a Great Engineering Culture?

MaritzCX

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.

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.

Inspiring a Sales and Service Culture

MaritzCX

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences.

Sales 260

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

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

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.

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.

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

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

Michelli Experience

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.

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?

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.

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

ijgolding

Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.

Inspiring a Sales and Service Culture

MaritzCX

Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences.

Sales 227

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.

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?

Building a Service Culture: Interview with Keynote Speaker Agency Speaking.com

Up Your Service

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.”

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?

How technology can drive a customer centric culture: 3 true stories

TechSee

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs.

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company. This has become the guiding principle. View Article

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

3 Components of a Service Culture

MaritzCX

In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

3 Components of a Service Culture

MaritzCX

In these cases, the issue raised by observers is not so much the failure of individual employees, but rather the overall “culture” of the organization.

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.