Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. When did you begin to make progress?

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

ShepHyken

APRIL 10, 2019

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. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers.

Leadership 120

Leadership Culture Customer Service Training Training 120

ijgolding

FEBRUARY 5, 2018

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. It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. And don’t think customers won’t notice.

Culture 151

Culture Hotels Customer Service Training Training 151

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 82

Leadership How To Culture Employee Engagement 82

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

Vonage

FEBRUARY 4, 2016

Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. To be truly customer focused, arm your team with skills that put the customer first.

Customer Focused 120

Customer Focused Culture Leadership Omni-Channel 120

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Integrity Solutions

APRIL 23, 2024

They need time to develop, continuous learning and development and they need attention, patience and encouragement from their leadership. They want players that fit their scheme and culture. Also, consider if they will be additive to your culture. In the NFL, the best teams are those that consistently draft well.

Culture 60

Culture Sales Leadership CRM 60

CX Journey

NOVEMBER 1, 2017

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. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233

Culture Policies Metrics Leadership 233

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

Customer Bliss

JULY 29, 2021

Part of what happens is that people will look at a spreadsheet and say, “We can get $50 million more out of customers if we do this little up-charge.” ” Well, yeah, that may be good for today, but not for tomorrow’s customers who are going to potentially walk away from you. Do the Customer Math.

Leadership 185

Leadership Airlines Customers Measurement 185

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc. Spears Center for Servant Leadership Inc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

Gainsight

FEBRUARY 15, 2024

We’re starting 2024 with a new webinar series jam-packed with best practices and strategic insights proven to help customer education teams get their programs off the ground. ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. .” For example, maybe a C.S.M.

Leadership 52

Leadership Culture Customers Training 52

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode! Let’s talk!

Policies 200

Policies Roadmap Culture Leadership 200

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 85

NPS Leadership Customers Contact Center 85

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Kristina Evey

JULY 9, 2014

Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! Companies with clearly defined cultures have a high level of staff engagement.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

Kate Nasser

AUGUST 28, 2022

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com. Care sooner! Kate Nasser, The People Skills Coach™.

Leadership 99

Leadership Customers Employee Experience Culture 99

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Practicing Leadership Bravery by Trusting Employees. ” Attract the Right Talent Through a Culture of Trust.

Case Study 139

Case Study Culture Study Company 139

Experience Matters

MAY 3, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. Here are the Five P’s of Purposeful Leaders:Filed […].

Leadership 159

Leadership Video Customer Centricity Culture 159

Kristina Evey

DECEMBER 12, 2018

Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences?

Culture 136

Culture Customer Experience Guidelines Leadership 136

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What are their minimum expectations of you?

Culture 197

Culture Customer Centricity Customer Journeys Company 197