Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

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

InMoment XI

MARCH 7, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions, and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 200

Customer Centricity Leadership Sales Strategy 200

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.

Customer Centricity 119

Customer Centricity Culture Competitive Advantage Customers 119

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

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Blake Morgan

MARCH 21, 2023

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership. Customer-centric leaders ensure there’s a continuous feedback loop within the organization.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

ijgolding

OCTOBER 3, 2016

Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration. NPS Best Practices Tip #3: How You Execute is Key To Your Success Effective execution determines success.

NPS 260

NPS Customer Centricity Tips Automotive 260

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. Selling itself doesn’t happen in a silo.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Blake Morgan

AUGUST 29, 2023

I talked to Naomi Wheeless, the Global Head of Customer Success at Square, about the management and leadership strategy required to modernize and run a customer-centric contact center. Square is a publicly traded company providing financial, payment, and marketing services for businesses.

Contact Center 52

Contact Center Leadership Strategy Management 52

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies.

Marketing 52

Marketing Customer Centricity Leadership Strategy 52

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

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

Horizon CX

MAY 19, 2023

It involves a fundamental shift in the way an organization operates to better align with its goals, adapt to market conditions, and enhance its overall performance. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Bullock also has helped UJET’s customers significantly scale in order to meet their operational needs and help their customers navigate these challenging times.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

Strativity

JULY 19, 2022

Los Angeles, CA – July 19, 2022 – Today, global customer experience transformation company , Material, announces the appointment of two key leadership hires to further support its growth and evolution. I couldn’t be more excited to welcome Laurie and Rajdeep to the Material leadership team,” said CEO Bill Kanarick.

Leadership 52

Leadership Customer Centricity Technology System 52

Peter Lavers

MAY 4, 2021

I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity.

Customer Centricity 52

Customer Centricity Insurance CRM B2B 52

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Learn how Annette accomplishes this by listening to the podcast below.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Thematic

APRIL 12, 2023

Getting started with VOC The ideal time to start a voice of customer programme is from ground zero. You’ve already done all the research and user testing to ensure your product or service has market fit. A voice of customer programme is a natural extension of this work. But companies can do better.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Gainsight

MAY 31, 2023

The G2 Spring 2023 Grid Report for Customer Success was released, and it ranked the top 10 Customer Success solutions on two axes: Market Presence and Customer Satisfaction. Gainsight CS, the company’s customer success platform, has earned accolades from G2 in two different categories.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

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. “We’re going to be customer-centric !” This intentional success is THE missing piece in many customer experience management programs.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ijgolding

NOVEMBER 30, 2015

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Service is just ONE of the many business functions who are responsible for delivering the ‘end to end experience’ to customers.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

Experience Investigators by 360Connext

FEBRUARY 26, 2015

What happens to the customer then? Is next year going to be “The Year of the Ex-Customer?” ” Don’t let marketers or excited leaders label anything as the “short-term indicator” of the customer. Leaders often have the customers in mind when they have these ideas. Where do they go?

Customer Centricity 110

Customer Centricity Customer Journeys Social Media Consulting 110

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

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

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center 260

Call Center Strategy Management First Call Resolution 260

Experience Investigators by 360Connext

APRIL 23, 2024

And they will be rewarded for that focus on the customer! 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. But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100