ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. These criteria drive behavior even more than goals and values.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 138

Banking Culture Employee Engagement CEM 138

PeopleMetrics

AUGUST 25, 2015

Listening to the Voice of the Employee works in a similar way, but from an internal perspective. It helps you understand whether your crew is engaged in their work and understands your direction. You can then take steps to grow employee engagement and help them deliver an improved customer experience.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. This is what I said about the subject in October: “I have written recently about what I describe as the ‘Customer Experience Jigsaw Puzzle’.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Customer Experience Management (CXM) is the answer.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

SurveySparrow

AUGUST 14, 2023

Those are the experiences we all cherish. They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. By putting the customer at the center of every decision, businesses can foster meaningful connections and nurture customer loyalty.

Customer Journeys 52

Customer Journeys Strategy Customer Experience Customer Centricity 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Talk to your board.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. Before your CCXP study, you may not have realized there is a sequence (described above), where VoC feeds your company’s culture and strategy.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. What does your company do to encourage employee engagement?

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ClearAction

DECEMBER 30, 2017

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. This becomes your brand promise.

Customer Experience 69

Customer Experience Net Promoter Score Customer Centricity Culture 69

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. These gaps erode trust.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ClearAction

JANUARY 12, 2022

As such, “customer experience management” today is generally a set of Band-Aids® — fingers in the dyke to slow the flow of customer churn. Differentiate your business by near-100% performance among your core growth customers, as a start, in predictability and reliability. These gaps erode trust.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ClearAction

DECEMBER 30, 2017

For example, what is the size of the business at-risk; how much money could be diverted from wasteful consequences of poor/remedial customer experience management to higher value work, budgets and salaries; build on the positives among what gets people ahead in your company; modify the negatives among what gets people ahead or not.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

PeopleMetrics

MARCH 25, 2015

Waffling on the investment in a formal customer experience management solution. What are some of the symptoms of customer experience woes? No one knows if customer issues get resolved. In the absence of responsibility, you can turn customer issues into a frustrating game of hot potato.

Customer Experience 48

Customer Experience Employee Engagement Customer Centricity Feedback 48

Michel Falcon Experience

OCTOBER 10, 2014

I can say, without exaggeration, I have devoted 1000′s of hours studying customer experience management and how it will grow a business. Being a capitalist, I focus my attention on customer experience because of revenue and profits. How are you onboarding your newest employees? How are you hiring?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. All employees have the responsibility of providing customer value.

CEM 60

CEM Omni-Channel Training Customer Experience 60

CX Centric

MARCH 29, 2023

General Introduction to Employee Experience(EX): For the past many years, Customer Experience has been the most dominant factor behind many business strategies that bring about product and service development, marketing, and the general business culture. He is a CCXP qualified via the CXPA.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Strativity

SEPTEMBER 15, 2014

Are you a practitioner managing, leading, or championing customer experience in your organization? Strativity would like to cordially invite you to attend our Customer Experience Management (CEM) Certification program. . Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

PeopleMetrics

JULY 31, 2015

The point is, keep it simple, so your employees can give you a look into their interactions. Make sure to close the loop on employee feedback. Closing the loop on feedback is crucial to keeping employees engaged in the process. Consider this sequence: EMPLOYEE: Our customers aren’t very happy with our moat and drawbridge.

Feedback 48

Feedback Customer Experience Customer Centricity How To 48

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClearAction

JUNE 8, 2015

Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan. Don't try to predict every experience with a policy. Related articles: Breaking Down Silos for Customer Experience Management. Employee Engagement: Living Your Brand Promise.

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

ClearAction

AUGUST 29, 2015

If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. The 3 necessary action ingredients are (1) Micro Action, (2) Macro Action, AND (3) Cultural Action. Here's the recipe: 1) Micro Customer Experience Action. 3) Cultural Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

ClearAction

NOVEMBER 16, 2017

Yet all of them had tremendous high-visibility that was negative, and essentially erased much of the goodwill that these well-respected brands and their customer experience management efforts had built. We’ve all known customer experience programs that have come and gone. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company. .

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

PeopleMetrics

MAY 15, 2015

But rest assured, customers are forming opinions about your business in every interaction. First: A short digression on the secret languages of culture. And thus, a unique culture developed. Deliver a noteworthy experience every time. Employees have to be motivated to go the distance for your customers.

Customer Experience 48

Customer Experience Net Promoter Score Touchpoint Culture 48

Customer Alignment

OCTOBER 2, 2017

They explored the adoption of effective Customer Experience management practices amongst the sample and whether the foundations for Customer Experience excellence were in place. Leaders and Laggards face similar Customer Experience challenges.

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40