InMoment XI

APRIL 19, 2022

We each have our own “moments that matter,” whether it’s going on a walk with our dog, taking an exercise class, spending quality time with our family and friends… the list goes on! Encouraging a Self-Care Culture. Doing so clearly displays employee commitment , and will lead to cultural and business success long term.

Resources 493

Resources Exercises Tools Culture 493

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Here are five things that PwC proposes you do.

Culture 83

Culture Leadership Exercises Groups 83

Kristina Evey

JULY 9, 2014

Then let me share one of the most crucial factors into setting up that equation – DEFINE your ideal desired company culture ! These ideas certainly come into play, but only after we get the critical step of the culture solidified first. Companies with clearly defined cultures have taken the guesswork out of their daily lives.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either.

Culture 86

Culture Meeting Exercises Groups 86

InMoment XI

DECEMBER 27, 2021

In that presentation , JB walked us through how she and her team put their beliefs about in-person and digital customer experience expectations into perspective, use CX tools to dive in and test assumptions, and finally create a culture with an opportunity mindset.

Customer Experience 529

Customer Experience Exercises Customers Tips 529

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. And better yet, it was part of the overall culture.

Exercises 214

Exercises Culture Employee Engagement Customers 214

SurveySparrow

MAY 1, 2022

We’ve heard it before—employees don’t want a company culture comprised of ping pong tables and free beer. A strong company culture can go a long way in attracting and keeping talent. But how do you maintain your company culture, once you’ve defined it? They help HR teams understand if your company culture is going off track.

Culture 52

Culture Feedback Survey Company 52

Comm100

SEPTEMBER 27, 2018

Concentrate on Customer service attitudes, skillset, and the way they behave during training – Create practical exercises that will engage the customer service agents. The post How to Build a CX Coaching Culture appeared first on Comm100. Download Free.

Culture 161

Culture How To Tips Training 161

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. KEY TAKEAWAYS What a learning moment is for leaders. And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. As I’ve been writing and talking about customer-centricity, I continue to land on four inputs that feed into and inform a customer-centric culture. An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

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

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? Based on your interactions and studies in the business community, what is the one thing that employers get wrong about a service culture? What are your tips for sustaining a culture of service excellence?

Culture 40

Culture Exercises Leadership Tips 40

Magellan Solutions

JULY 20, 2023

Language learning has become a key factor in bridging cultural gaps and is essential in developing personal and professional backgrounds. Users can practice their language skills by engaging in conversational exercises with the chatbot. Nuances and cultural references may sometimes be lost or inaccurately translated.

Communication 94

Communication Tools Chatbots Exercises 94

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Manufacturing has traditionally been highly output-focused, with less attention to workplace culture.

Leadership 59

Leadership Culture Competitive Advantage Study 59

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. Leave us a comment.

Tips 296

Tips Culture Exercises Feedback 296

CloudCherry

JANUARY 2, 2020

First off, Braeden emphasizes the Culture Shift that’s happening. On this week’s episode of ‘The Sweets of CX’ , Braeden Daly – Senior Product Marketing Manager at CloudCherry (now Cisco), recent recipient of the CCXP Certification , and our honored guest offers some fantastic perspective on the subject. Every Industry is changing.

Exercises 195

Exercises Culture Tips Industry 195

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. It brings consistent meaning to your meeting, keeps everyone aligned with what’s important and helps shape and sustain the culture at your organization. Because it works!

Meeting 138

Meeting Customer Service Exercises Customer Service Training 138

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. . ” To build a customer-centric culture, look at what is, what if, what wows, and what works. . Quotes:   .

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

JANUARY 15, 2024

How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture? .” About: Art Turock is an elite performer in both business and sports. He is a keynote speaker specializing in “sustaining exceptional performance.”

Sports 78

Sports How To Exercises Culture 78

ShepHyken

JANUARY 4, 2017

There is a second part of the journey map exercise, to show underneath each touchpoint how different departments and roles within those departments impact those touchpoints. The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken. Follow on Twitter: @Hyken. Copyright © MMXVII, Shep Hyken).

Customer Journeys 96

Customer Journeys Customer Focused Culture Touchpoint 96

CSM Magazine

APRIL 13, 2023

They can also include experiential activities and exercises that simulate real-life situations. Retreats can include activities such as hiking, team-building exercises, and workshops. These activities can include virtual escape rooms, online games, and virtual team-building exercises.

Engagement 52

Engagement Customer Service Exercises Groups 52

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. Leave us a comment.

Tips 182

Tips Culture Exercises Feedback 182

Michel Falcon Experience

NOVEMBER 7, 2019

As for exercising, sure I go to the occasional Barry’s Bootcamp but I wouldn’t allow anyone else to train me other than the trainers at SWAT Health. The post How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy appeared first on Customer Experience Customer Service Keynote Speaker.

Loyalty 60

Loyalty Culture Strategy How To 60

CSM Magazine

MARCH 28, 2024

Open Communication Channels Create a culture of openness. Organize Team-Building Activities Team-building exercises can enhance cooperation and reduce tensions. Promote Physical Health Initiate office wellness challenges or provide gym memberships/discounts. Physical health is intrinsically tied to mental well-being.

Contact Center 52

Contact Center Call Center Exercises Resources 52

C3Centricity

JULY 1, 2019

In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. For this reason, it is essential to run a careful briefing session before every observation exercise. One last point for International organisations; be aware of cultural differences.

Culture 149

Culture Exercises Connections Analysis 149

ChurnZero

JANUARY 18, 2023

Whether it’s an employee’s ability to cut out a long commute, pick up their kids from school, add an exercise routine, or increase their productivity due to the environment, working remotely offers many physical and mental health benefits for professionals. A culture of recognition.

Customer Success 98

Customer Success Culture Exercises Trends 98

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Characterize.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is.

Company 142

Company Customer Centricity Exercises Consulting 142

ShepHyken

JULY 1, 2019

My Comments: While there is a customer service department (the agents who take calls from customers), my belief has always been that customer service is a philosophy – part of the company’s culture. My Comment: Journey mapping is a powerful exercise that all companies should practice.

Customer Journeys 119

Customer Journeys Customer Service Exercises B2C 119