ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance?

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 50

Employee Engagement Engagement Customer Centricity Video 50

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

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold. 1 Accountability.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Maz Iqbal

DECEMBER 10, 2014

Tesco: The Darling of Customer Marketing Guru’s Issues Its Fifth Profit Warning. In the early 2000s Tesco was much lauded my many: the customer-centricity gurus, the 1:1 marketing gurus, the data mining and predictive analytics players, and customer loyalty program vendors. Tesco continues to struggle.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

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

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve. Starting today, we focus on customers in a whole new way! Employees are excited. Or maybe he was the CEO.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 217

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 217

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. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Matters

JUNE 14, 2017

It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.

Infographics 263

Infographics Customer Centricity Employee Engagement Brand Values 263

Customer Bliss

AUGUST 10, 2018

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. And why does the customer room work? Building Our Customer Room.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

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

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Imagine how often I hear words being used with the best of intentions , but not tied to anything remotely related to the actual customer experience. “The Year of the Customer” …or other such labels for a new customer experience project. What happens to the customer then? Frame that customer journey map!

Customer Centricity 110

Customer Centricity Customer Journeys Social Media Consulting 110

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Video 26

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com. Listen to customers.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

JULY 25, 2018

The post Collage of 2018 Customer Experience Infographics (So Far) appeared first on Customer Experience Matters®.

Infographics 181

Infographics Customer Experience ROI Customer Centricity 181

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. A 5-step roadmap to get you started.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

Maz Iqbal

OCTOBER 1, 2014

On Tops And Their Struggle With Customer Experience and Employee Engagement. Have you noticed that the folks who occupy the seats of power (‘Tops’) in organisational life struggle with ‘Customer Experience’ and ‘Employee Engagement’? By that I am not pointing at the talk.

Employee Engagement 74

Employee Engagement Engagement Customer Experience Case Study 74

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

PeopleMetrics

JUNE 16, 2015

(DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. When it comes to customer experience activities and commitment, leaders appear to be: 1. The Survey Says. All Talk, No Action".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Culture 26

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. Hurst, The New Ecology of Leadership.

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

CX University

FEBRUARY 13, 2018

As soon as an organization wants to embrace a change initiative like customer experience, it runs smack-dab into tradition, and the problem of actually executing the very changes it wants to execute. So even before we talk about customer centricity, or about the change your customers and employees want, we need to discuss moose hunts.

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 48

Leadership Case Study Customer Philosophy Customer Centricity 48