The importance of customer culture – an interview with Chris Brown

ijgolding

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. My fascination with the ‘customer interface’ was born!

The VMware Culture Journey to Inspire Customer Centricity

MaritzCX

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.”

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. Failure to do so will likely push your best customers into the arms of your competitors.

How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. . Commit to Developing Your Company’s Culture.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? The ONLY two factors upon which customers will judge you.

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

She and her team ensure that the customer experience journey and shopper experience is reflective of the retailer’s brand and ethos. Good Customer Experience Starts With Your Internal Culture. This required an internal culture change. .

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Their cultures are rooted in strong core values, as should yours.

Guide to Organizational Culture Change (Infographic)

Experience Matters

We regularly help companies create cultures that are more customer-centric. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicSo it seemed like a fun idea to create an infographic on the topic. Enjoy!

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Tip 2 – Embed a customer experience framework.

Customer Service, Company Culture and Authenticity With Bob Glazer

Michel Falcon Experience

I had the pleasure of sitting down with best-selling author, and culture and marketing leader Bob Glazer. We dive into the importance of customer service for your employees, why companies struggle with authenticity and more.

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation. Do you establish customer and company partnerships, where both sides win?

Customer-Centric Culture Change (Video)

Experience Matters

Our research and work with clients show that customer experience is a reflection of an organization’s culture. Any company that wants to build sustainable customer experience must build a customer-centric culture. Watch this short video: The bottom line: CX success almost always requires culture changeFiled under: Corporate culture, Customer-centric […]. Corporate culture Customer-centric DNA Temkin Group Video

Growing Your Contact Center Culture

NICE inContact

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

Creating a Customer-Centric Culture: Share Data with Purpose

CloudCherry

Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today’s customers are more demanding than ever. Customer Experience

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read.

No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read.

No Culture, No Customers

MaritzCX

How many times have you seen the quote “Culture eats strategy for lunch” (or breakfast, as the original Peter Drucker quote reads)? I’ve seen it everywhere for years. On more presentations that I care to remember, on more blog posts that I care to admit I’ve read. It seems to be the rally cry to. View Article

Episode 59 – The CX Benefits of a Culture Book

Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey. Culture Employee Experience Podcasting Uncategorized

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.

Move “Customer Culture” Talk to Real Customer Culture Actions

Customer Bliss

Customer Culture” is talked about by many leaders but misunderstood by most organizations. That is because it is spoken of as a concept, rather than attached to the deliberate behavior and consideration of customers’ lives. The role of the Chief Customer is to work with leaders to unite behavior and provide proof to the organization that the leadership team is committed to driving growth by improving customers’ lives. Culture is the action, not the words.

The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company.

The Ultimate Guide to Creating a Customer-Centric Culture

Totango

Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. This way, every customer interaction is informed by as much personal information as possible. Proactively engage customers.

Building Culture and Customer and Employee Experience at The YMCA

Customer Bliss

We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. He wanted to know what interactions with customers were like and what were potential operational challenges. .

Hungry for CX, Culture Eats Strategy For Lunch

Experience Matters

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Cultural Intensity.

Wells Fargo: A Lesson in Leadership & Culture Gone Awry

Experience Matters

In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells Fargo

CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. They, like me, believe that the foundation of sustainable future business performance is based on a strong Customer Centric Culture.

Leadership Sets the Tone of the Culture

ShepHyken

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. When leadership complains about customers, it gives permission for employees to do the same.

What is Culture? How People Think, Believe, and Act

Experience Matters

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. Leaders Can Make or Break Culture Change.

A Culture of Excuses

CX Journey

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture.

Contamination Alert! How to Purify a Toxic Workplace Culture

360Connext

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture?

How an Inclusive Storytelling Culture retains Customers

One Millimeter Mindset

Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. Consider these two key benefits of developing a more diverse and inclusive storytelling culture in your organization or association.

Customer Centric Culture – putting theory into practice

ijgolding

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. The underlying culture of an organisation will determine how it lives, breathes and behaves – the organisation itself and the people that make and represent it.

How to Build a CX Coaching Culture

Comm100

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on.

Corporate Culture and the Customer Experience: A Delicate Balance

MaritzCX

Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself.

5 Questions About Building A Customer-Centric Culture - Dennis Snow

Lumoa

We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS