Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? How about customer empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer. Think about your best experiences as a customer. Employee empathy? Misery comparison.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Helpt

FEBRUARY 27, 2024

They are the invisible threads that weave together a strong company culture, foster effective teamwork, and empower your team to navigate the ever-changing IT landscape. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent. Recognize and reward employee achievements.

Leadership 98

Leadership Culture Communication Exercises 98

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. So you know what, I do a little exercise from the stage.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. What was the top priority for our customer experience goals? What was the best thing we heard from customers?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries. Leadership. Core Values.

Customer Centricity 81

Customer Centricity Culture Customer Journeys Leadership 81

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . The company’s leadership needs to be aligned with its customer experience goals.

Customer Centricity 121

Customer Centricity Culture Exercises Leadership 121

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. At around 6 a.m. This is an exciting time. “We

Meeting 246

Meeting Culture Exercises Connections 246

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture?

Sports 80

Sports How To Exercises Culture 80

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. What was the top priority for our customer experience goals? What was the best thing we heard from customers?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Maz Iqbal

OCTOBER 26, 2014

Does the co-creation of a ‘good’ customer experience yield to a predefined template? Is great customer service reducible to a recipe? What about leadership: is the exercise of leading and leadership reducible to a formula? What Constitutes The Deepest Lack Of Intelligence? You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? They ask, “How will this impact the customer?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? What is a service excellence culture? There’s a growing emphasis on treating employees as customers within the HR function. What can HR professionals learn from research on customer service excellence?

Culture 40

Culture Exercises Leadership Tips 40

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. What’s more, they started realizing that while they excelled at acquiring new customers, they weren’t great at keeping them. After interviewing current and former customers, I identified a pattern. What about Mr. Happy Customer?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Handbook Case Study 71

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Kustomer

FEBRUARY 17, 2022

Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. What Is Customer Service Burnout? Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers.

Tips 97

Tips Customer Service Exercises Omni-Channel 97

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Does that culture suck the empathetic life out of us?

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

Vonage

APRIL 13, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Establish a framework for delivering a seamless customer experience. It’s as simple as that. Speak the same language.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? They ask, “How will this impact the customer?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Zeisler Consulting

AUGUST 10, 2020

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. Many CX practitioners, and surely, many business leaders simply define this as “Putting the Customers First” or other broad and sweeping declarations. Learning via the Voice of the Customer.

Culture 93

Culture Customer Centricity Exercises Strategy 93

Russel Lolacher

MAY 31, 2020

How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. The ivory tower crumbles by upset customers’ legitimate concerns.

How To 52

How To Exercises Customer Centricity Leadership 52

Russel Lolacher

MAY 31, 2020

How can you convince a C-suite executive to put their money where their proverbial mouth is and really, truly invest in customer-centricity? To actually show, and not just tell, everyone they listen and and improve their organization to help their customers. The ivory tower crumbles by upset customers’ legitimate concerns.

How To 52

How To Exercises Customer Centricity Leadership 52

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections.

Leadership 24

Leadership Sales Culture Exercises 24

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Customer Bliss

APRIL 1, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Establish a framework for delivering a seamless customer experience. It’s as simple as that.

Customer Journeys 100

Customer Journeys Customer Experience How To Exercises 100

Kustomer

NOVEMBER 22, 2021

Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers. What Are the Common Causes of Burnout in Customer Service Agents?

Tips 98

Tips Exercises Omni-Channel Chatbots 98

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. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Research in employee e xperience shows that passionate, enthusiastic employees provide a better customer experience. Employees need to hear from leadership more than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. Customer data and analyses of existing market offerings should be the CPOs’ north star.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

CX Journey

JUNE 20, 2019

My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles. What if both your customers and your insight team felt equally invested in your project?

Analytics 138

Analytics Culture Exercises Data 138

Ian Williams

JUNE 23, 2019

In the past couple of decades Customer Journey Mapping has become one of the most commonly spoken-about of modern-day business practices. The phrase has been bandied around boardrooms across the globe; and for some organisations, it has even become a central theme around which their customer management operations have been built.

Customer Journeys 45

Customer Journeys Exercises Banking Customers 45