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. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !” Employee Empowerment Employees are the key drivers of customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. Resolve To Deliver More Proactive Service in 2018.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

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. "All On your marks….

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 138

Banking Culture Employee Engagement CEM 138

CX Centric

JULY 27, 2023

About CX Centric Conversations CX Centric Conversations are interactive international discussions centered on business growth through Customer Experience and Customer Centricity. Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He believes that customer success is the way to make customers stick to the brand longer, buy more and advocate for them.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. I think it might be interesting to me, talking about employee engagement a little bit.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

ClearAction

JANUARY 12, 2022

Further growth in revenue and profitability is achieved through enterprise-wide anticipation of customers’ reactions: Preventing occurrence of customer issues is known as ’embedding customer-centricity DNA’ throughout your company’s culture. Sustainable revenue growth is stimulated by customer experience innovation.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

CSM Magazine

JUNE 14, 2022

Offering superior levels of scalability to meet the rapidly changing needs of your business while guaranteeing high availability and uptime, true-cloud solutions also provide enhanced security to make changes and updates in real-time while protecting customer and end-user data.

Banking 59

Banking Employee Engagement Roadmap Data 59

Beyond Philosophy

DECEMBER 20, 2017

What I witnessed was a manager brow-beating a check-out clerk in front of customers because he only had one promotional button on his shirt. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

PeopleMetrics

MARCH 13, 2015

Communication is core to customer centricity. In our research into customer-centric culture , we''ve uncovered one cultural dimension that supports Employee Engagement and customer Net Promoter Scores more than any other. What are they hearing about the experience you are delivering?

Communication 48

Communication Customer Experience Net Promoter Score Customer Centricity 48

Customer Guru

MARCH 7, 2018

On one hand, she leverages her two biggest passions – technology and customer experience – to aid tech startups to grow and differentiate through customer experience excellence. That she is Entrepreneur in Residence at UCI Applied Innovation is a testimony to the fact that she is truly vested in the success of startups.

Communication 62

Communication Customer Experience Customer Journeys Marketing 62

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Clicktools

MAY 18, 2017

If you haven’t read the report (or at least the executive summary), I strongly recommend that you do, but even if not, you’ll still see some value in understanding how technology plays a critical role in running a customer-centric company. Compelling Brand Values : Deliver on your brand promises to customers.

Technology 51

Technology Customer Connectedness CRM Employee Engagement 51

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people? Interview with Phil Lewis and Claire Croft of Corporate Punk first appeared on Adrian Swinscoe.

Culture 45

Culture Consulting Innovation Management 45

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery.

Management 41

Management Automotive Leadership Effort Score 41

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. Forrester CXNYC. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: Boston, MA.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Second to None

MARCH 8, 2019

Employee burnout occurs when an individual lacks the proper energy or interest to perform the required tasks of their position. According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes. 2,4] [link]. [3]

Study 48

Study Financial Customer Centricity Employee Experience 48

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. But how can you ensure you are taking the right step to give them the best experience? Changes in Employee Engagement.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

ijgolding

OCTOBER 19, 2015

Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in. What PEOPLE stories can you share? You can read my column here!

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

Russel Lolacher

NOVEMBER 28, 2022

Law of Diffusion of Innovation – Simon Sinek. First question got asked it can’t get around it, which is what’s your best or worst employee experience? I don’t know if you’ve heard of Simon Sinek’s Law of Diffusion of innovation. This is definitely about employees. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Adrian Swinscoe

MAY 8, 2024

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider.

Software 64

Software Management Employee Engagement Customer Journeys 64

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. Innovate your employee evaluations. This was unexpected. This was WOW.”

Culture 40

Culture Employee Experience Exercises Travel 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52

West Monroe

MARCH 25, 2019

How far along are you in that journey to become physician or customer-centric? We’ve been in the first and second gear the last two year’s and it’s astonishing how much we’ve gotten done so quickly to push us through the early stages of customer experience. Where would you put yourselves?

Ecommerce 40

Ecommerce Roadmap Advertising Customer Centricity 40

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130