SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

ECXO

MAY 11, 2023

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. ’ And being able to organise around your customers pays. They know that CX maturity is not an end game.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Maz Iqbal

DECEMBER 10, 2014

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. ” What Can We Learn About The Challenge Of Building A Customer-Centric Organisation? Why does this matter?

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. What traits must a customer-centric leader possess? While this sounds easy, it is no easy job!

Customer Centricity 110

Customer Centricity Culture Metrics Measurement 110

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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. ” This idea of customer-centric culture is more than an idea. Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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

Customer Bliss

AUGUST 10, 2018

Content is constantly refreshed with multiple sources of customer listening, trending of information, videos, and examples of experiences. The customer room unites leaders to understand customers' lives, their journey with your company, and emerging issues that require focus.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

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

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. What about taking the soft approach?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead.

Sales 62

Sales Management Culture Leadership 62

ijgolding

JUNE 9, 2015

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. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Lumoa

FEBRUARY 6, 2018

Top challenges for providers are (a) to be smarter than competitors about customers’ realities, (b) to rally all functional areas to improve customers’ realities, (c) to make customer-centred management a way of life.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Employee Engagement CRM 72

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Maz Iqbal

SEPTEMBER 17, 2014

What Did The Top Management Team Do? . The management team did what most management teams do? It rolled out a new computerised yield management system. What Did Top Management Do Next? Top management took a bold step. Why did management do this? So what did the hotel management do? Over to you.

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? The bulk of companies are just trying to figure out where to start: engagement or culture?

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

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. This is one of the largest reasons why change initiatives fail 70% of the time (Mckinsey, Changing Change Management). Final Thought. *No

Customer Centricity 67

Customer Centricity Airlines Policies Course 67

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

PeopleMetrics

SEPTEMBER 1, 2015

“I am available to the employees brave enough to enter my office and interrupt me.”. These unspoken social interpretations are a big part of employee engagement and culture. They influence whether employees share their honest opinions or guard them. Cultural Shifts Need Leadership. Prioritizing change.

Customer Centricity 48

Customer Centricity Culture Employee Engagement Leadership 48

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Experience Investigators by 360Connext

DECEMBER 15, 2023

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. Customer experience will happen whether or not you talk about.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Maz Iqbal

SEPTEMBER 18, 2014

And they stopped the soft skills “guest engagement” training program. To encourage and ensure that managers had a lived-experiential understanding of the work of each function and how it related to the work of other functions. Did management pursue this option? What did InterLodge do? Did it work? There you have it.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments.

Hospitality 236

Hospitality Insurance B2C Groups 236

CloudCherry

MARCH 14, 2019

The CX Champion Contest was all about nominating the best CX superheroes who go above and beyond their limits to surprise the customer and make them feel happy about the brand or business. Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. .

Hospitality 210

Hospitality Insurance B2C Groups 210

CX Centric

FEBRUARY 11, 2021

Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape. In addition, the key issue of today especially with remote working is employee engagement.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Maz Iqbal

SEPTEMBER 23, 2014

Before you, as a manager, do anything to solve a performance problem, you can save yourself a lot of time and money by first applying this rule. If you manage stocks you will understand that it is not the risk of the individual stock that primarily matters – it is the impact of that stock on the risk profile of your portfolio.

Customer Centricity 67

Customer Centricity Case Study How To Employee Engagement 67