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

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Let’s explore.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

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

BlueOcean

OCTOBER 4, 2021

Each contact represents an opportunity for your agents to deliver a differentiated customer experience that leads to loyalty from your subscribers—but it’s a challenging recipe to achieve. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. Let’s explore.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

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 98

Consulting Competitive Advantage Culture Touchpoint 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

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 178

Communication Tips Customer Journeys Customer Experience 178

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. When you become good at customer service recovery, your company will experience a wonderful bonus in terms of customer engagement and loyalty. And so forth.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Strativity

JANUARY 29, 2018

Loyalty Management Q4 2017. Culture can be measured very simply by two critical factors. The first gauge for culture is what people say and do when their CEO isn’t looking. When you listen to the unfiltered memes in the organization, you get a sense of the true culture. It is the real deal in every company.

Culture 40

Culture Employee Engagement Exercises Study 40

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Seaton CX

JANUARY 17, 2024

Whether the customer has a question, a problem, or a request for assistance, the way you handle these interactions impacts customer loyalty. It’s not just about drawing a map—it’s about discovering insights about your customers and embedding these data into the operational culture of the contact center.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Kayako

JULY 28, 2016

You want to know if your candidate has the ability to: Grow customer loyalty. Additionally, these assessments allow customer service managers and VPs to see whether a candidate would be a fit in the office culture, depending on how they address problems and answer questions. Nurture a close-knit customer community.

Customer Service 120

Customer Service Exercises Customer Service Representative Culture 120

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. You’ll need to align systems, policies, processes and culture around the needs of customers. And that will enhance customer trust, loyalty, and happiness. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Michel Falcon Experience

OCTOBER 21, 2019

For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. When they knew they had our loyalty they created services – ones like AWS and Amazon Basics – that had much higher profits margins. They lost or broke even for years because they wanted to.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Kustomer

FEBRUARY 17, 2022

Poor Workplace Culture: Customer support can oftentimes be undervalued in an organization. Anyone can practice self-care any time, any place by practicing things like meditation, exercising, and even journaling. Self-care can vary from person to person and can come in many forms.

Tips 97

Tips Customer Service Exercises Omni-Channel 97

Beyond Philosophy

JUNE 22, 2017

Understanding all these concepts is essential to optimize interactions with Intuitive Customers and gain their loyalty. Now, the employee filters their natural reaction through the usual expectations when a customer acts this way, which can include everything from societal norms to organizational culture.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Many corporate vision statements sound something like this: “To be recognized as an industry leader, earning higher profits for our stakeholders and loyalty from our customers.” ” This type of statement is aiming for customer loyalty… but how will they get there ? Then ask another. Some are known for fun.

How To 214

How To Brands Airlines Hotels 214

ECXO

MARCH 20, 2024

Psychology teaches us that our perceptions are inherently subjective, influenced by a multitude of factors – our past experiences, beliefs, cultural backgrounds, and, importantly, the language used in our interactions. Encourage Empathy: Foster a culture of empathy. Here are some of those strategies: 1.

Communication 52

Communication Interaction Examples Loyalty 52

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

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. Customer Experience Culture – Customer Experience communication and engagement. Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Kustomer

NOVEMBER 22, 2021

Poor Workplace Culture: Customer support can oftentimes be undervalued in an organization. Exercise is another way to reduce stress as it is proven to provide relief from mental exhaustion and help reset cognitive function. Repetitive Nature of Work: The queue for agents can seem endless.

Tips 98

Tips Exercises Omni-Channel Chatbots 98

SaleMove

AUGUST 16, 2018

Digital transformation of customer service is a rigorous exercise—one thought to be time consuming, expensive and disruptive—and getting stakeholder buy-in can be a challenge. All digital transformation, but especially in an area as crucial as customer service, requires cultural change. …But Don’t Oversell Anywhere.

Culture 102

Culture Exercises Omni-Channel Chatbots 102

Kustomer

JUNE 6, 2023

Focus on building a company culture that is receptive to feedback, invites mistakes to be recognized and learned from and understands professionalism is the normal and expected standard. Making service just as important as sales to your employees’ sense of value to the company sets a workplace culture that selling is not their only goal.

Financial 98

Financial Company Customer Service Tips 98

Comm100

MAY 21, 2019

Ginger Hardage Keynote – Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence. Jenny Dempsey – Create a Culture of Self Care in your Contact Center. So when Jenny opens her session with a short breathing exercise, it’s a wonderfully welcome moment of calm in a sea of conference madness.

Conference 139

Conference Contact Center NPS Culture 139

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. But think about your own career.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

MAY 28, 2021

They both involve buying decisions and loyalty—and emotions. Also, it is essential to remember what those emotions might mean from a cultural perspective. That means the other six or seven see this whole exercise as a waste of time. Cultural change is hard. Business relationships are a lot like customer relationships.

Customer Experience 155

Customer Experience Management B2B B2C 155

Up Your Service

AUGUST 26, 2015

Patient loyalty is now determined as much by quality of service as much as by medical outcomes. Serving patients will be less about performing surgeries and prescribing pills, and more about educating them on important practices like good nutrition, sufficient sleep, and regular exercise. Four steps to get the change started.

Healthcare 40

Healthcare Culture Industry Government 40

Alida

AUGUST 24, 2016

I’m personally attracted to entrepreneurial culture, great branding and inspirational ideas. When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Emphasize your workplace culture. How will you keep us engaged?

Engagement 100

Engagement How To Culture Policies 100

Method:CRM

SEPTEMBER 1, 2022

Here are four key traits of a company with a good CX: Adopts a customer-centric company culture where all employees are responsible for customer happiness. Increase customer loyalty and retention. A great customer experience makes for satisfied customers, positively impacting their loyalty. Incentivize customer loyalty.

Customer Journeys 52

Customer Journeys Customer Experience How To Self Service 52

Bob Hayes

JUNE 1, 2015

Calculating a sentiment score is an exercise of mapping each word into a numeric value of sentiment. To understand the usefulness of the ESI, I correlated it with the other employee loyalty measures. Last year, a total of 157 employees completed the survey (response rate of 61%).

Culture 40

Culture Company Effort Score Survey 40

SurveySensum

JANUARY 25, 2024

Setting the Stage for Success: (Build Value First, Then Ask) While the temptation to ask for referrals immediately after a deal is understandable, the smart move is to exercise patience and wait until you’ve truly delivered exceptional service. It’s a win-win that turns a simple referral into a powerful partnership.

How To 52

How To NPS Tips Insurance 52

ECXO

JUNE 20, 2023

Businesses that build emotionally committed relationships are rewarded with loyalty, an increase in referrals and higher growth. How do you shift to a purpose-driven culture? It’s hard work changing culture. None of the above is a one-off exercise. A prized commodity in the best of times. Trust is an emotion.

B2B 122

B2B Brands Innovation Government 122

Zeisler Consulting

SEPTEMBER 15, 2021

Clearly an essential—indeed, crucial—component of market success is that team, nurtured by the very culture so deliberately crafted by your HR Department. But notice that your HR Department nonetheless rarely if ever feels the need to “justify” its existence. Do we really think that these guiding principles are the key to success?

Effort Score 93

Effort Score Sales Exercises Study 93

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. The authors have already made them for you.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52