article thumbnail

[Experience Action Podcast] Balancing Policy with Personalized Experiences

Experience Investigators by 360Connext

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Policies 200
article thumbnail

System problems and policy problems

Zeisler Consulting

That’s when we get into the problems with your policies. In these instances, do your policies also let your Customers down? Many organizations really add insult to injury when, processes having failed, they don’t come through via policy for their Customers. That’s policy in action.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Customer-Centric Culture Barriers and Ways to Address Them

Experience Investigators by 360Connext

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

article thumbnail

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233
article thumbnail

Nurturing a Flexible Work Culture Through Developing a Comprehensive Hybrid Work Policy

CSM Magazine

As organizations embrace the benefits of remote and on-site work, it becomes essential to establish a robust hybrid work policy. Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance.

article thumbnail

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. How can you create a customer-first culture?

Culture 251
article thumbnail

Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study

Customer Bliss

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.”