Michelli Experience

APRIL 18, 2017

Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. The number one commitment was to Deliver Value to Customers , followed by Investing in Employees – both ahead of focusing on short-term shareholder returns. Share this page on: Tweet.

Customer Centricity 50

Customer Centricity Touchpoint Customer Journeys Innovation 50

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

PeopleMetrics

NOVEMBER 12, 2014

Culture defines who we are and what we value. Ensuring that your organization understands the core values can be a powerful step in unifying employees towards an impactful culture. Clarifying Culture – Taking the Road Less Traveled. Are you communicating to your employees the culture that binds everyone together?

Culture 70

Culture Customer Experience Customer Centricity eBook 70

Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer.

Airlines 64

Airlines Travel Case Study Employee Experience 64

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Experience the Experience.

Customer Experience 140

Customer Experience Hotels Customer Centricity Culture 140

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. Christmas is the busiest time of year for travel.

Airlines 59

Airlines Travel Case Study Employee Experience 59

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

It’s difficult to change things for the better when there are pervasive falsehoods, fables and factually-questionable stories traveling throughout your organization. Do you know the customer experience misconceptions at your organization? They make assumptions based on culture. Misconception #2.

How To 143

How To Culture Communication Customer Centricity 143

Maz Iqbal

SEPTEMBER 17, 2014

Because they came to the conclusion that: the hotel receptionists were young and didn’t care about doing a good job; they lacked the right customer handling skills; and they were not selling rooms to travellers who arrived late in the day even when rooms were available. So what did the hotel management do? Three things.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Maz Iqbal

SEPTEMBER 18, 2014

By this expression the authors are pointing out, in particular, how the way the folks in housekeeping and maintenance ‘showed up and travelled’ Let’s listen once more to the authors: The housekeepers checked the equipment in the rooms when they cleaned and let the maintenance groups know immediately when something needed attention.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Michelli Experience

APRIL 18, 2017

Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Beyond Philosophy

MAY 7, 2020

There are different lines at airport security; one line is for experienced travelers, and the rest are for everyone else. It is essential to ensure that customers have advocates within your company who look at things from the customer’s perspective, as opposed to everyone maximizing the benefit to the company with their every move.

Customer Centricity 175

Customer Centricity Policies Consulting Transportation 175

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. How constant board-level changes damage long-tern customer value development. The dangers of “firing” customers. Doug Leather.

Customer Centricity 40

Customer Centricity Chief Customer Officer Case Study Banking 40

ijgolding

MAY 10, 2018

Travelling as far and wide as I do, I consider myself extremely fortunate to witness first hand, customer experience in different cultural environments. If you do not empower employees, then they will simply exist to do exactly what they are told to do – whether it is in the interests of the customer or not.

Hotels 156

Hotels Travel Culture Customer Experience 156

SurveySensum

JULY 27, 2023

This personal touch creates a sense of exclusivity and appreciation, enticing customers to engage and explore the latest beauty trends. Dynamic Pricing and Offers Expedia , the renowned travel platform, has mastered the art of dynamic pricing and offers by making the best use of customer data.

Retail 52

Retail Examples Feedback Customer Experience 52

CSM Magazine

NOVEMBER 2, 2023

. “Helping agents master the skills necessary to solve complex problems and deliver superior empathetic experiences will bolster the value Foundever delivers to brands that strive to improve the ever-important human aspects of outstanding customer experiences.”

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

CSM Magazine

JUNE 24, 2021

Together they aim to help businesses and brands improve their customer service and call centre by adopting a more customer centric approach. Their culture-driven approach to innovation is reshaping the customer experience.

Customer Service 52

Customer Service Automotive Competitive Advantage Customer Centricity 52

ECXO

JUNE 11, 2023

You will need to analyse real-world customers to get to the actionable insight you need. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. A persona is an archetype of your ideal customer. How do they consume content? This is urgent.

B2B 129

B2B B2C Touchpoint Customer Journeys 129

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. Why does a highway opened to essential travel only have a 60km/h speed limit? Any manufactured delay doesn’t serve them. Context – the why.

Customer Care 98

Customer Care Transportation Social Media Government 98

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

ijgolding

JANUARY 19, 2016

Even now, some of the best examples of Customer Centric organisations are brought to life by US powerhouses of Customer Experience (CX). Amazon; Disney; Ritz Carlton; USAA – just to name but four – are all companies I talk about regularly as I travel around the globe. The post Have a nice day!

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Zeisler Consulting

NOVEMBER 30, 2020

This spring and summer have been rough on travel. I’ve written before about creating a Customer-centric culture. Two fundamental characteristics of such an environment are that front-line agents are enabled and empowered to take care of Customer needs. All had shown up in the online accounts within 48 hours.

Loyalty Programs 93

Loyalty Programs Hotels Retail Course 93

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Roadmap 140

Roadmap Customer Experience Airlines How To 140

ijgolding

DECEMBER 1, 2017

I am guessing that it is your time with Homeserve that inspired your love for the world of Customer Experience? It made me want to travel the world again – this time learning from the best organisations on the planet, so I could then share this learning with others. Absolutely.

Insurance 148

Insurance Customer Centricity Customers Travel 148

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you?

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. CustomerExperience #CX Click To Tweet.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Beyond Philosophy

JANUARY 20, 2022

VanAmburg says that our society was changing to a self-service economy, with things like self-service checkout lanes at supermarkets and ordering plane tickets yourself instead of through a travel agency. Some organizations might not have enough Customer Centricity in their culture.

Self Service 78

Self Service Customer Experience Effort Score CRM 78

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. This same company uses a game-like app with rewards to encourage employees to save on travel expenses.

Gamification 79

Gamification Contact Center Training Feedback 79

Strativity

SEPTEMBER 25, 2014

At Strativity, we believe employees fall into two categories: Customer Experience Creators – those who touch the customer directly, and Customer Experience Enablers – those whose work enables the creators to do their jobs in a customer-centric way. EVERY employee needs to be part of the customer experience effort.

Customer Centricity 52

Customer Centricity Customer Experience Customers Travel 52

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Took the time to understand cultural differences.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

JUNE 7, 2016

Making sure the customer experience is complete across such a wide array of contexts is one of Aisling’s challenges. We explore specific CX tactics Airbnb uses to create not only great customer experiences, but also how they have established a fun and rewarding employee culture. Culture, Behavior, and Operations.

Culture 50

Culture Customer Experience Travel Customers 50

Integrity Solutions

FEBRUARY 27, 2023

In fact, we know that managers who are effective coaches often help their employees travel significant distances. A coaching culture must dovetail with broader corporate goals — the growth strategy, the need to onboard, train and develop new salespeople to become productive quickly, and decrease costly sales turnover.

Sales 62

Sales Management Culture Leadership 62

CSM Magazine

APRIL 27, 2022

The Quantum Metric platform empowers a customer-centric culture, using quantified empathy to align business and technical teams to effectively prioritize customers needs based on business impact.

Metrics 52

Metrics Telecommunications Ecommerce Contact Center 52

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. Why does a highway opened to essential travel only have a 60km/h speed limit? Any manufactured delay doesn’t serve them. Context – the why.

Customer Care 59

Customer Care Transportation Social Media Government 59

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Building the right culture is difficult– like that smile you expect of your employees, it must be authentic. You don’t want to subject customers to such rapid rises and falls.

Culture 40

Culture Employee Experience Exercises Travel 40

Optimove

DECEMBER 12, 2019

Opening Remarks: Goodbye Customer Centricity, Hello Customer Obsession. In this session, Claire Ribiere and Katharina Stuntebeck, Senior CRM Managers at Mytheresa will share how they have earned customer loyalty by building a CRM strategy that creates value for each and every customer. Moderator: Greg Sterling.

CRM 52

CRM Ecommerce Travel Fashion 52

Storyminers

APRIL 24, 2018

Guests can count on a Vacasa vacation stay working the same regardless of the destination, so they don’t have to learn new rules for every road they travel on. Building a business around culture means the business can keep the promise its brand makes. Don’t worry, you can still keep a focus on profitability and growth.).

Case Study 100

Case Study Study Culture Guest Experience 100