Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ijgolding

JUNE 14, 2017

If a continuous stream of messages is not translating its way across all floors, corridors, smartphones, tablets and PCs, then it is unlikely that the intent to become customer focused will become a reality. There is no right or wrong way to communicate – it just needs to be consistent, engaging and to a degree fun.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. Erkin Bek Koichumanov is the Product Marketing Manager at Intelogos.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ShepHyken

DECEMBER 16, 2019

Forrester) I have just published a post sharing some of our marketing predictions for 2020. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. Customer service needs to be embedded in the culture. The question is, how do we go about improving employee engagement?

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

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. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

CX Journey

OCTOBER 23, 2014

People : You need to have the right people on board: employees who want to be there; employees who are passionate about the brand; employees who are motivated to push through the tough times and see the business survive and thrive. But, having said that, if you''ve got a strong culture in place already, there should be no shift.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Verizon – AI-based digital tools.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Do customers really want to take your survey? Many will, but do they really want to?

Customer Service 83

Customer Service Airlines Employee Engagement Rewards Programs 83

ProProfs Chat

MAY 30, 2019

Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business. Create a Customer-Centric Culture. It’s easy to pay lip-service about a customer-focused approach, but do you actually do what you preach? Hire the Right Person.

Customer Success 73

Customer Success Customer Journeys Employee Engagement Culture 73

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. Marketing and thought leadership programs. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. Discovery work at the beginning of a CCO engagement is key. But think about your own career.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Listen to employees. Listen to the market.

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. This increase in NPS also resulted in a ten percent revenue growth in a declining market. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Verint

AUGUST 31, 2017

Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. CRMXchange Webinar: What Is the Future of Customer Service?

Culture 27

Culture Engagement Customer Service Conference 27

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

DECEMBER 21, 2022

Businesses that foster and support a diversity, equity, and inclusion (DEI) culture see increases in output, creativity, innovation, and profitability. In today’s modern world, focusing on DEI is essential to increasing job satisfaction and employee engagement levels. Speculate on the Long-Term.

Policies 52

Policies Social Media Culture Employee Engagement 52

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! It all sounds so positive and promising for the Customer Experience Profession.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

CloudCherry

JANUARY 21, 2020

VoC requires fundamental shifts in how organizations relate with customers and can touch many corners of the business–from marketing to product development. By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. Operational Benefits.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. What do we need to get there?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people? Interview with Phil Lewis and Claire Croft of Corporate Punk first appeared on Adrian Swinscoe.

Culture 45

Culture Consulting Innovation Management 45

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. ” Roadblocks.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. There’s no such thing as the perfect brand.

Brands 36

Brands Retail Culture Leadership 36

Beyond Philosophy

NOVEMBER 28, 2016

From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

ShepHyken

JULY 3, 2018

Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?.

Chatbots 57

Chatbots Net Promoter Score Self Service Customer Centricity 57