Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Michel Falcon Experience

MARCH 26, 2019

Today, I’m in Oshawa, Ontario working with Taunton Village Dental to help them improve their customer experience by hosting a customer journey mapping workshop. I’m going to introduce them to my people first culture and three piece strategy. ” – Dr. .” ” – Dr.

Customer Journeys 68

Customer Journeys How To Touchpoint Loyalty 68

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Heart of the Customer

NOVEMBER 14, 2018

This confusion is fueled by vendors who offer “journey mapping workshops.” ” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.

Customer Journeys 99

Customer Journeys Employee Engagement Customer Voice Customer Centricity 99

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Survey Employee Engagement 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. 5 Pieces of Advice from Our Customer Experience Speakers. #1: 1: Managing Experiences Is Not Enough—The Future Is Experience Improvement.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. The post Engagement Workshop: Identifying Tester Communication Problems appeared first on Centercode. More than half of professionals are having issues securing useful feedback.

Communication 64

Communication Engagement Customer Journeys eBook 64

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer?

Insurance 147

Insurance Employee Experience Culture Customer Service Training 147

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

Culture 147

Culture Customer Service Training Employee Experience Course 147

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Company Banking 71

Up Your Service

FEBRUARY 5, 2020

Last year in Toronto, Canada, I was being recognized as the #1 Customer Service Global Guru. And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. Join the Service Leadership Workshop. Service Leadership Workshop. April 9 in Colombo.

Leadership 52

Leadership eBook Culture Connections 52

Up Your Service

MAY 21, 2018

How can you be sure your service culture development program is going to achieve the ultimate objectives of your business? Each in turn helps measure if your service culture is getting stronger and your efforts and investments are working. Your Service “Measures of Success” is a sequence of progressive indicators.

Culture 55

Culture Measurement Effort Score Employee Engagement 55

Strativity

DECEMBER 18, 2018

A few colleagues and I were recently facilitating a co-creation workshop with a group of Director and VP level managers at a large manufacturing and distribution company, helping them define the ideal service experience for their customers and channel partners. As usual, we started talking.

Culture 75

Culture Groups Management Customer Experience 75

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. And one thing customers really want, whether they express it or not, is an easy experience. There’s a difference!

Entertainment 85

Entertainment Sports Customer Service Training Training 85

Daniel Group

JANUARY 25, 2024

Are You Using Humor in CX to Increase your Customer Loyalty? Want to make your customer experiences memorable at your company? Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. But humor in Customer Experience must be used with caution.

Loyalty 52

Loyalty Guidelines Conference Culture 52

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences?

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

Up Your Service

SEPTEMBER 6, 2018

Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist.

Leadership 53

Leadership Culture Engagement How To 53

Kerry Bodine

MARCH 17, 2018

Wondering how to map the experiences that your customers currently have with your organization? A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. IN)VALIDATE your hypotheses with customers. In other words, journey maps illustrate customers’ stories.

Customer Journeys 136

Customer Journeys Banking Customers Culture 136

Lumoa

APRIL 17, 2018

We have been talking a lot about how important it is to take actions on customer feedback. Customer feedback is the essential unlimited source for development and inspiration for the whole company. Customer feedback in marketing automation Do you have resources to communicate directly with your customers in a personally?

Feedback 295

Feedback Software Healthcare Training 295

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Team bonding is essential to building a high-performing customer service team. Workshops can cover topics such as communication, collaboration, and conflict resolution.

Engagement 52

Engagement Customer Service Exercises Groups 52

Calabrio

JUNE 29, 2020

I believe the work we have done as a collective Calabrio team to create a culture of collaboration, sharing, inclusion and innovation is the foundation of our 2020 Top Workplace ranking. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Innovation Employee Engagement 264

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Kristina Evey

MAY 15, 2018

Embed Core Values into the Customer Experience. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. Don’t try to be them.

Customer Experience 231

Customer Experience Culture Leadership Customers 231

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. Thus, customers do business with us because it is “all about us.” A couch potato storytelling culture emphasizes drama over minor skirmishes. Also, we stay out of these customers’ way.

Culture 71

Culture Course Leadership Strategy 71

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

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

CloudCherry

JULY 23, 2019

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. You’ve completed an energizing workshop and designed a powerful journey map visual.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

Up Your Service

MAY 25, 2017

This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. Do your Supporters appreciate the role they play in building momentum for the new culture?

Culture 75

Culture How To Analysis Customer Satisfaction 75