TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths. Why do we do this?

Social Media 146

Social Media How To Culture Customer Centricity 146

Peter Lavers

JULY 7, 2021

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. How can loyalty programmes better factor in and recognise length of customer tenure into their rewards and benefits? You can listen to the webinar by clicking here.

Loyalty 52

Loyalty ROI Culture Data 52

CX Journey

MAY 31, 2018

Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., Many companies actually believe that they can improve the customer experience without improving the employee experience.

Company 105

Company Culture Employee Experience Leadership 105

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity.

Culture 83

Culture Company Customer Centricity Travel 83

Zeisler Consulting

FEBRUARY 16, 2021

He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that. The organization led by the CEO above has a (albeit not necessarily robust) Voice of the Customer program.

Customer Centricity 72

Customer Centricity Culture Leadership Survey 72

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Company 160

Company Customer Centricity Leadership Consulting 160

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Leadership also observed the system fatigue that resulted from employees having to administer processes among all of the tools.

Management 52

Management Leadership Customer Centricity eBook 52

Beyond Philosophy

NOVEMBER 15, 2017

A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. This concept is difficult for many organizations.

Customer Centricity 125

Customer Centricity Customer Journeys Consulting Culture 125

Experience Investigators by 360Connext

DECEMBER 17, 2014

Does the tone and messaging match your customer experience mission? Do they to reflect a customer-centric culture? Consider your hiring methods and make sure they align with your customer experience mission. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! Make sure they do.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Doing CX Right

SEPTEMBER 13, 2020

There are many answers to this question, but one that is common across all industries relates to company culture. Creating a customer-centric culture does not happen automatically or overnight. It requires an engaged workforce and an executive champion at the top who reinforces the importance of customer experiences.

Social Media 72

Social Media Culture Customer Journeys Customer Centricity 72

Think Customers

JUNE 8, 2020

Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences. In this webinar hosted by TTEC, she identifies what approaches companies need to consider to deliver a more manageable, faster, and human digital experience.

Strategy 59

Strategy Customer Centricity Culture Technology 59

C3Centricity

OCTOBER 22, 2018

You will more than likely end up leaving one way or the other, so why waste your time with a boss who lacks this essential leadership skill? Leadership #EmployeeSatisfaction Click To Tweet. How you can apply this idea: So many adjustments in business involve making significant changes, whether cultural or process-wise.

Healthcare 202

Healthcare Consumers Customer Service Company 202

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Beyond Philosophy

MAY 3, 2017

Depending on the company, we might use Customer Mirrors to see the experience from the customer’s point of view, or we might use our Naïve to Natural assessment to evaluate the organization’s level of customer centricity. What do you think that means for your company’s customer experience? It’s critical!

Consulting 133

Consulting Sports Leadership Culture 133

Doing CX Right

SEPTEMBER 13, 2020

There are many answers to this question, but one that is common across all industries relates to company culture. Creating a customer-centric culture does not happen automatically or overnight. It requires an engaged workforce and an executive champion at the top who reinforces the importance of customer experiences.

Social Media 52

Social Media Culture Customer Journeys Customer Centricity 52

Qualtrics

JULY 20, 2015

Creating unforgettable customer experiences involves more than just sending satisfaction surveys – it starts with shifting your company focus to customer obsession. Introducing a voice of the customer program often leads companies to question their readiness to shift towards a customer-centric culture.

Customer Experience 20

Customer Experience Customer Centricity Culture Leadership 20

Experience Investigators by 360Connext

MAY 20, 2015

Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. Training, online events and webinars.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

CX Journey

JULY 25, 2017

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX. It's a company that doesn’t understand its customers and doesn’t take the customer into account in all that it does; the customer is not a priority. But they are!

Customer Experience Professionals 97

Customer Experience Professionals Culture Leadership Customer Experience 97

Beyond Philosophy

JULY 6, 2016

We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience. China is in the Early Stages of Customer Experience Discovery.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

CX Journey

FEBRUARY 27, 2015

Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I just hosted a webinar about the 7 Deadly Sins of Journey Mapping. I''ll take a broader stroke in this post and look at customer experience management overall. How will you listen to customers?

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. The journey continues… with real innovation.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Clarabridge

OCTOBER 18, 2016

Can your customer experience management program possibly retain customers for life? For any customer experience program to succeed, everybody must be pulling in the same direction. A customer-first culture requires leaders to get consensus on customer experience priorities. Get your employees on board.

CEM 65

CEM Leadership Customer Centricity Employee Experience 65

Gainsight

NOVEMBER 20, 2019

We can all get stuck in the “ output over outcomes ” mindset—this book will break you out of it and provide tactics to create customer-centric products. A must-read amongst leaders of all disciplines, this (slightly) oldie but goodie shares practical nuggets of leadership wisdom that have withstood time. Pragmatic Institute.

Resources 80

Resources Management Conference Groups 80

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience What Bob wouldn’t say, but I will say for him is that Bob is a great leader. His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. He has supported it with his actions.

Leadership 154

Leadership CEM Sports Hotels 154

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. George Boyar, Head of Customer Success, Mentor Collective.

Customer Success 73

Customer Success B2B Tips Consulting 73

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? There’s a lot of confusion when people say cultural fit.

Tips 40

Tips Customer Success Customer Centricity Leadership 40

Innovative CX

FEBRUARY 26, 2019

Recognizing this role as an integral part of an organization’s leadership will create laser-like focus on and commitment to both the customer and the employee experience. Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. What’s in a name? What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Course ROI 40

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Best way to improve culture? Respect Your Customer. Upcoming Webinar. Customer Success Around the Web. Q&A happening now!

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ChurnZero

NOVEMBER 27, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She is process and culture-driven, building high performing teams.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

CX Journey

SEPTEMBER 1, 2015

Maps really brings the employee experience to life, allowing company leadership to understand what employees are going through as they complete some task, as well as to create that empathy that is equally important to creating a great employee experience as it is to creating a great customer experience.

Customer Journeys 80

Customer Journeys Employee Experience Employee Engagement Exercises 80

ClearAction

OCTOBER 12, 2022

This stimulates customer-centric culture (+ employee-centricity and partner-centricity). This article is based on a recent LinkedIn Live mini webinar. See this article for examples of CX Team Sport progress: The post 5 Best Experience Management Metrics appeared first on Experience Leadership.

Metrics 62

Metrics Management Effort Score ROI 62

ChurnZero

OCTOBER 4, 2019

Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base. So without further ado, let’s hear what’s Sam’s take on the Customer Success industry as well as some trusted advice she’s used along the way. Q: What’s the best thing a customer has ever said to you?

Customer Success 40

Customer Success Self Service Effort Score Customers 40

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

The Leadership Must Invest in Customer Experience . His attitude and enthusiasm for the Customer is contagious and I have loved working with him, as he has been like a sponge soaking up all the knowledge. Downie is committed to the idea that leadership is key for having an excellent Customer Experience.

Leadership 60

Leadership Sports Hotels Social Media 60