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

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.”

Case Study 139

Case Study Culture Study Company 139

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. The financial services industry has been through its fair share of turmoil in recent years. By Bob McCarthy.

Culture 95

Culture Banking Financial Sales 95

Talkdesk

DECEMBER 17, 2020

Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. The first report launched is The CX Revolution in Financial Services and Insurance. Bringing CX to the forefront requires a cultural shift.

Insurance 106

Insurance Financial Touchpoint Contact Center 106

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Culture is a critical difference between those clients who improve CX versus those who need help to reach their potential.

Culture 52

Culture B2B Industry Guidelines 52

Experience Matters

DECEMBER 22, 2014

Financial efficiency. But Hall is so committed to the culture, fan experience, and community items that he told me that the organization was cutting baseball payroll this year instead of cutting those other items. Hall takes culture so seriously that he renamed the front office as the “Culture & Innovation Center.”

Culture 313

Culture Sports Employee Engagement Leadership 313

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Then we’d better get a hell of a lot better,” Lorne Rubis told the Financial Post.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

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

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture A few words can make a big difference.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Make it so and you will grow.

Culture 174

Culture Customer Service Hotels Hospitality 174

InMoment XI

APRIL 5, 2022

InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. And that extends to other types of financial services businesses as well, be it investment management or credit unions. For Employees: On the other hand, employees have a unique perspective to add to this conversation.

Banking 295

Banking Trends Customer Experience Self Service 295

Customer Bliss

OCTOBER 3, 2019

Good Customer Experience Starts With Your Internal Culture. This required an internal culture change. . This requires an internal culture change. Prior to joining Citi, Leslie held positions with CoreStates Financial Corp, Mellon Bank, Qwest Interactive, and Proctor & Gamble. Click To Tweet.

Culture 147

Culture Customer Experience Retail Resources 147

C3Centricity

FEBRUARY 13, 2024

This approach is not just about streamlining processes; it’s about fostering a culture where every team member is empowered and encouraged to seek out ways to enhance performance and productivity. It’s about nurturing a proactive culture that anticipates and responds to changes swiftly.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

BirdEye

AUGUST 3, 2023

Cultivating a customer-centric culture within your organization While catching up on key performance indicators and bottom-line revenue is easy, fostering a customer-centric culture first will lead to the best outcomes. Financial advisors – 79. Put the customer first, and everything else will fall into place. Automobiles – 78.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. The foundational elements of the process will remain the same. How can we help?

Culture 78

Culture Consulting Financial Customer Experience 78

Forcivity Salesforce

APRIL 1, 2022

Customer experience management in financial services is becoming more and more critical to success for the industry. Changing customer expectations and evolving government regulations have triggered a period of transformation for financial service providers. The importance of CX in Financial Services.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Beyond Philosophy

SEPTEMBER 4, 2021

In this episode, we discuss how we categorize the customer centricity of organizations and use the areas of People and Culture and Leadership to determine it. Two of the most significant are People and Culture and Leadership. 23:27 We introduce another area of customer centricity, Culture and Leadership. How can we help?

Culture 88

Culture Customer Centricity Leadership Consulting 88

C3Centricity

FEBRUARY 21, 2023

At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mouth and, ultimately, better financial performance. Higher customer lifetime value Companies that put the customer first have a higher customer lifetime value.

Strategy 225

Strategy Culture Study Loyalty 225

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. This means fostering a culture that welcomes change and encourages employees to be flexible in their approach. Regular meetings with your finance and operations teams are a key part of this process.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 81

Employee Engagement Banking Culture Engagement 81

2020 Research

JUNE 2, 2022

Seventy-six percent of organizations undergoing an agile transformation cite “transforming the culture and ways of working” as their biggest challenge. How do you even begin to address the need for a culture shift? If you would like to see an example of executing this culture shift, read BMO Financial Group’s case study.

Culture 52

Culture How To Case Study Financial 52

InMoment XI

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move). Customer experience is a team sport that requires the participation, alignment, and coordination of the entire organization.

Sports 295

Sports Financial ROI Leadership 295

Integrity Solutions

JANUARY 7, 2020

Your sales culture is the sum-total of the attitudes, values and behaviors that permeate your team. The question is, will the sales culture you have today help you meet your goals going forward? They’re purpose-driven, because the culture sets the tone. What a Successful Sales Culture Looks Like. By Mike Esterday.

Culture 95

Culture Sales Strategy Competitive Advantage 95

Horizon CX

FEBRUARY 29, 2024

Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts. Culture of Complacency : In some organizations, there may be a culture of complacency or acceptance of mediocrity when it comes to customer service.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior. Bad things.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Integrity Solutions

FEBRUARY 1, 2019

Transitioning your sales culture to create greater transparency is no longer an option. While the Department of Labor’s (DOL) Fiduciary Rule is at best on life support, financial services organizations can’t ignore that the tides have shifted. These are admirable and essential qualities for a financial services organization.

Financial 64

Financial Culture Sales Government 64

Customer Bliss

JUNE 6, 2018

Asking, how do we build a learning organization in a culture of continuous improvement? Eric knew that changes had to be integrated into the culture and employee experience. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Think about CX of the Future.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CSM Magazine

JUNE 29, 2021

Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX). Get Customer Feedback.

Financial 52

Financial Self Service Customer Service Social Media 52

Talkdesk

DECEMBER 17, 2020

Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. The first report launched is The CX Revolution in Financial Services and Insurance. Emphasis on CX is on the rise in financial services and insurance.

Insurance 53

Insurance Financial Touchpoint Contact Center 53

ECXO

MAY 25, 2023

Strategies for tuning your listening mode to accommodate different cultures 4. link] This event will provide a practical how to get things done from one of the top doers and experts in the world working in a $4.58B revenue global organization with over 31,000 employees in 85 countries.

Culture 52

Culture Customer Centricity Metrics Financial 52

Kayako

NOVEMBER 21, 2018

For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do. How do you build a customer-oriented culture? Seemingly little things like this become the building blocks of a customer-oriented culture.

Culture 120

Culture Banking How To Customer Service 120

ijgolding

FEBRUARY 26, 2019

It requires a company culture that genuinely and instinctively links customer experience with future prosperity, and in addition to an improved feedback process it needs not a larger team, but a different mix of roles and responsibilities. Enjoy the read!!

Feedback 214

Feedback Financial Company Customer Journeys 214

CX Centric

JANUARY 4, 2021

There has been a lot of change in the Financial Services industry over the last 10 years. Financial Services providers need to come up with new innovative solutions for their clients. Customer Centricity in Financial Services has never been more important. And this is becoming more important than ever.

Financial 98

Financial Technology Banking Customer Centricity 98

Quadient

APRIL 25, 2022

La culture cash, en quoi ça consiste ? Le suivi de la trésorerie par le DAF ne suffit pas ; tous les acteurs de leur entreprise qui ont un rôle à jouer à condition de les engager à travers la diffusion d’une culture cash. C’est quoi la culture cash ? Culture cash, mode d’emploi. Ludovic Georges. Mon, 04/25/2022 - 11:21.

Culture 52

Culture Financial Engagement Groups 52

Thematic

APRIL 12, 2023

People sit and have meetings at that table because it's so central to the company culture and values. Closing the loop with customers The last thing I’m going to talk about in regards to establishing a customer-centric culture is closing the loop with customers. There is a focus on empathy for and listening to customers.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. There’s some common agreement now in the world of business.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259