Customer Focused Business Culture
Storyminers
AUGUST 26, 2020
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.
Culture Related Topics 
207 
Culture is Contagious
ShepHyken
MARCH 10, 2021
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
JUNE 13, 2021
Actionable insight to uplevel and transform the CX culture in your organization. Tools
Diagnosing And Improving Employee Connection To Company Culture
InMoment XI
MARCH 2, 2022
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”.
Localization: Revolutionize Your Global Content Strategy
Speaker: Zak Haitkin, Localization Manager
From broad communication to eLearning and virtual content distinctions to understanding the unique cultural nuances of a new demographic, there are many factors at play when it comes to localization projects at scale. Join this webinar with localization manager Zak Haitkin to dive into the details!
Cultural nuance in storytelling
Storyminers
MARCH 24, 2021
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.
The Culture Challenge
Shep Hyken
SEPTEMBER 22, 2021
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.
The importance of customer culture – an interview with Chris Brown
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. 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.
Our Winning Company Culture
Solvvy
MAY 10, 2022
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.
Six Ways to Actively Build a Customer-Centric Culture
Experience Investigators by 360Connext
JANUARY 5, 2021
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
A Simple Guide to Stakeholder Engagement
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Are you struggling to get stakeholder ‘buy in’ to your CX program? This new guide provides a range of stakeholder engagement tactics you can implement to help drive a customer-centric culture.
AI & Culture
Martin Hill-Wilson
FEBRUARY 17, 2021
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.
Creating a Winning Customer Service Culture is Within Your Grasp
Integrity Solutions
OCTOBER 5, 2022
Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency.
Customer-Centric Culture Change (Video)
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
Wells Fargo: A Lesson in Leadership & Culture Gone Awry
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 […].
Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement
Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC
Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!
Building Your Best Culture in 2019
CX Accelerator
DECEMBER 31, 2018
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!
Can customer-centric culture avert quiet quitting?
MyCustomer
NOVEMBER 15, 2022
Engagement Does customer-centric culture fix quiet quitting
Move “Customer Culture” Talk to Real Customer Culture Actions
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
7 Pillars of a Strong 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. 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.
Authentic eLearning Localization: Challenges and Best Practices
Speaker: Chris Paxton McMillin, President of D3 Training Solutions
People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!
Keeping a Customer-Centric Culture During Social Distancing
Experience Investigators by 360Connext
APRIL 7, 2020
There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Empathy is always a critical part of a customer-centric culture.
Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem
Shep Hyken
SEPTEMBER 14, 2022
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. .
Creating a Customer-Centric Culture That Aligns Employees With Customers
Integrity Solutions
APRIL 16, 2021
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.
An Ugly Uber Lesson In Organizational Culture
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 […].
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.
How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement
Integrity Solutions
NOVEMBER 22, 2022
With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Coaching is what makes the culture transferable and sustainable.
Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study
Customer Bliss
MARCH 23, 2022
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.”
Closed-Loop Culture or Closed-Loop Process?
Horizon CX
MAY 7, 2021
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?
Why a Strong Company Culture Is Your Secret Weapon
Alida
AUGUST 16, 2022
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
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.
The Culture Perception Gaps
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. 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.
How Exemplis Commits to Company Culture and CX Improvement
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. 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.
Culture’s Impact on Customer Experience - Transforming the Customer Experience
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. 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!
No Culture, No Customers
InMoment XI
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
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.
5 Questions About Building A Customer-Centric Culture - Dennis Snow
Lumoa
FEBRUARY 7, 2019
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS
7 Top Tips to Create a Customer-Centric Culture
ijgolding
NOVEMBER 22, 2016
What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone.
The VMware Culture Journey to Inspire Customer Centricity
InMoment XI
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.” 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?
No Culture, No Customers
InMoment XI
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. General
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.
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