Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? What does all this have to do with improving the customer and employee experience in an organization? Having a culture flexible enough to do this is not an easy undertaking. Consider these examples.

Culture 56

Culture Strategy Examples Engagement 56

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. Due to time and resource constraints, contact centers only analyze a small percentage of their interactions.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 69

Customer Service Hospitality e-support eBook 69

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience.

Airlines 93

Airlines Culture Employee Experience Customers 93

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Download File.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. It’s the experience that drives engagement. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

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

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. A great resource! Focusing On Customer Experience Is No Longer Optional by Chris Cancialosi.

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers?

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. When that happens, the customer wins. Thou shalt empower employees. What does it mean to empower employees?

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Survey 68

Survey How To Culture Leadership 68

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Video can tell, sell and connect with your customers. Focus on employees first. The concept is simple.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

CX Journey

NOVEMBER 10, 2015

It's mission critical that you have that commitment; without it, you'll never get resources - human, capital, or other - that you'll need to execute. Assess the Current State: Culture and Employee Experience The employee experience drives the customer experience. You need a strategy.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher. Russel Lolacher) What if we cared about our employees as much (or more) as we do about our customers?

Rewards Programs 79

Rewards Programs Customer Service Loyalty Programs Loyalty 79

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. This short article covers a clever promotion that is a win/win for the customer and the charity. Great Employee Experiences Beget Great Customer Experiences By Lisa Loftis.

Customer Service 76

Customer Service Employee Experience Video Conference 76

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. You must first enhance your employee experience. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . Luckily, today we know far more about how to provide people with the experience they want.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too!

Case Study 152

Case Study Airlines Conference Wait Times 152

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. Not only are managers the “boots on the ground” of any EX plan, but they’re shaping company culture every day as they interact with and coach their teams. it helps employees feel valued and heard.

Management 34

Management Leadership Employee Experience Feedback 34

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? What customer-focused opportunities are overlooked? Contact Babette here.

Culture 63

Culture Leadership Employee Experience Resources 63

West Monroe

JANUARY 30, 2019

A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Transformation requires change so it’s likely that your operations, culture, and technology stack may all be changing.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13