Experience Investigators by 360Connext

APRIL 7, 2020

There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. How can leaders continue to focus on brand culture today, in times of social distancing? “Their people just get it!”

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

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

Customer Bliss

MAY 23, 2019

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. In addition to meeting her executive team, Aurelia also met with her direct team.

Culture 216

Culture Company Customer Journeys CRM 216

The DiJulius Group

SEPTEMBER 10, 2023

Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. Meetings Not Happening at All Organizations need to help their leaders.

Meeting 98

Meeting Consulting Groups Report 98

ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. There are many other rituals that get people in alignment and ready for a meeting.

Meeting 138

Meeting Customer Service Exercises Customer Service Training 138

ShepHyken

SEPTEMBER 14, 2022

Despite customers complaining and leaving, they elect not to invest in the people and tools it takes to meet the needs and expectations of their customers. . A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience.

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Transparency.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

COPC

NOVEMBER 2, 2022

Organizations often believe they have the right strategy and best intentions, but their culture does not always support them. But if culture and actions do not align with the strategy, it does more harm than good.?. “Culture eats strategy for breakfast.” ” ? “Culture eats strategy for breakfast.”

Employee Engagement 90

Employee Engagement Culture Engagement Company 90

Horizon CX

MAY 7, 2021

And more importantly, if the action plan and timeline are not executed with precision, the customer will begin to lose faith and trust in the company and its ability and desire to meet their needs and expectations. If the business could not meet the commitments, then the customer should have been provided a status before their next stay.

Culture 130

Culture Net Promoter Score Hotels Survey 130

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 109

Culture Leadership Exercises Groups 109

Clarivate

DECEMBER 21, 2023

What kept Milena passionate about the IP industry has been the company culture at Clarivate. Her regular weekly team meetings serve as a space for members to discuss work methodologies, and collectively brainstorm ways to enhance task efficiency. Milena finds this collaborative atmosphere seamlessly extends to the IP teams.

Meeting 59

Meeting Innovation Industry Culture 59

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

CSM Magazine

FEBRUARY 8, 2024

Game localization is important to make sure that online gaming games are changed to fit the likes, rules, and cultural norms of different people. Excellent customer service should make players from all cultural groups feel supported and valued during their game time.

Culture 52

Culture Customer Service Study System 52

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

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

InMoment XI

AUGUST 17, 2023

Personalise Interactions: Tailor your customer interactions to meet individual needs. Here are some strategies to leverage employee experience: Focus on Employee Engagement: Actively engage employees by involving them in decision-making processes, recognising their contributions, and fostering a collaborative and inclusive culture.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

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

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

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Transforming to a Customer-Centric Company Culture. SHARE ARTICLE. Share on email.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

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 79

Employee Engagement Banking Culture Engagement 79

InMoment XI

JULY 13, 2023

There was also emphasis on fostering a culture of ongoing learning and improvement. By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Clarivate

JANUARY 4, 2024

She believes that a workplace culture characterized by trust and openness fosters constructive discussions, challenges the status quo, and ultimately supports ongoing learning and development. The post Celebrating women in IP: Meet our expert Pooja Pandey appeared first on Clarivate.

Meeting 59

Meeting Telecommunications Innovation Connections 59

Support EXP

NOVEMBER 23, 2023

How do you know when to act to keep hotspots and tensions in workplace culture from harming your customer experience – and your bottom line? If you bring that as a challenge question to an executive meeting, you will find most executives staring off into the sunset. Then, tangible symptoms start emerging that can’t be ignored.

Culture 52

Culture Net Promoter Score NPS Competitive Advantage 52

NICE inContact

OCTOBER 16, 2019

But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Here are some considerations as you look to scale a customer centric culture in your contact center. Get ready for digital-first customers.

Contact Center 120

Contact Center Customer Centricity Culture Omni-Channel 120

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

Michel Falcon Experience

MARCH 23, 2023

Welcome to… The post How to Run Stronger and More Productive Meetings appeared first on Michel Falcon. To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here.

Meeting 88

Meeting How To Employee Engagement Company 88

CX Accelerator

MAY 28, 2019

Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. So how does one develop a team culture such as this? Have them create a simple and short documentary-style video about their life at home that can be released in a Friday meeting. These are but a few ways to develop a culture of caring.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. Any thoughts as to competition, technology, our culture? Curious for more insights from this interview on how to meet the rising CX expectations of today’s customers? That’s fine.

Meeting 177

Meeting How To Airlines Virtual Agent 177

Beyond Philosophy

OCTOBER 24, 2020

” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire. This episode of The Intuitive Customer shares our five rules for affecting real culture change. What Are The Five Rules? ” Lead from the top.

Culture 97

Culture Employee Engagement Consulting Communication 97

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. Absolutely. Your Service.

Culture 174

Culture Customer Service Hotels Hospitality 174

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

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. If I’m in a meeting and I tell people, you know what, I messed up, of course, I’m a human.

Culture 98

Culture Connections Leadership Communication 98

Blake Morgan

JULY 5, 2023

         Where does a customer-obsessed culture start? That mindset has spread throughout the company to create a culture of customer obsession. Customers are foundational to KB Homes’ culture because Mezger keeps them there. A customer-obsessed culture doesn’t happen by accident. With the CEO.

Culture 59

Culture Competitive Advantage Customer Satisfaction Customer Centricity 59

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. So you know, option one is you interrupt the meeting you reprimand or redirect the person.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Beyond Philosophy

SEPTEMBER 4, 2021

It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings. Two of the most significant are People and Culture and Leadership. How can we help?

Culture 88

Culture Customer Centricity Leadership Consulting 88

Customer Bliss

JUNE 20, 2019

We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. In addition to building bridges with other leaders, Bob wanted to change the internal culture at the Y to further improve the employee experience. About Bob Thomas.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128