ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue.

Customer Centricity 82

Customer Centricity Culture Tips Loyalty Programs 82

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Blake Morgan

MAY 31, 2022

That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. . Here are three ways Bill Creelman practices customer-centric leadership: . He leverages a core group of passionate customers. He unites employees around the mission of the brand.

Customer Centricity 59

Customer Centricity Leadership Travel Groups 59

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree.

Leadership 283

Leadership Culture Customer Centricity Report 283

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 92

Customer Experience Customer Centricity Culture Leadership 92

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !”

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. It’s about creating a shift in how businesses operate and deliver value to customers.

Customer Centricity 98

Customer Centricity Competitive Advantage Innovation Customer Journeys 98

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time!

Customer Centricity 209

Customer Centricity e-support Leadership Measurement 209

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier.

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

Experience Matters

SEPTEMBER 26, 2018

One of the key ingredients to a customer-centric organization is Purposeful Leadership. This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me). What does that look like?

Leadership 181

Leadership Customer Centricity Video Examples 181

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

ijgolding

MAY 17, 2017

Jack Welch believed in people – employees AND customers. Although I have never met him, or worked for his company, perhaps my biggest business hero of all – especially from a customer experience perspective, is the founder of Amazon, Jeff Bezos. Being customer-focused allows you to be more pioneering.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So what did people see as either enabling customer centric behaviour… or frustrating it?

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree.

Leadership 227

Leadership Culture Customer Centricity Report 227

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

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. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Leadership Must Have Consistent and United Behaviors. When did you begin to make progress?

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

ijgolding

OCTOBER 24, 2016

Whilst I do not proclaim to be a shining example of leadership myself, I am constantly looking for new ideas, knowledge and inspiration that will help me to become ever more effective in my specialism. Their skills enable them to know what to do and when to do it with regards making decisions in the interests of the customer.

Customer Centricity 120

Customer Centricity Leadership Entertainment Conference 120

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc. Consider the following.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. Read the rest here. »

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59