ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Customer experience lessons: The start-up playbook.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can run a business and sell products without ever uttering the phrase customer experience, and yet it still happens. Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. And your employees want more, interactive training to support their work.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Michelli Experience

DECEMBER 27, 2016

As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. Who in the world wants to follow you or that leadership team if your aspiration is so timid.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Experience Investigators by 360Connext

JULY 28, 2020

The human customer is literally removed from the equations. Executives are often the furthest removed from the daily interactions with customers. The higher up in the organization, the further away from dealing with customers directly. Creating a Customer Experience Habit means knowing what success looks like.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Storyminers

APRIL 11, 2016

Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

Customer Experience Management 140

Customer Experience Management Customer Experience Management B2B 140

Interactions

JUNE 18, 2020

Reducing effort on the agent side makes their job more efficient and can often prevent them from having to ask customers to repeat information that they have already given. Integrated with customer experience design in mind, Conversational AI applications will actually improve agents’ jobs, not replace them.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. That opportunity is standing-up when things go wrong. Fertile Ground.

Leadership 113

Leadership Hotels Brands Consulting 113

Michelli Experience

JULY 19, 2016

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Interaction 100

Interaction Infographics Technology How To 100

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Customer experience insights are the lifeblood of customer experience performance.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

JUNE 15, 2016

Typically, we don’t know if the next customer has suffered a recent tragedy, is distressed by health or financial difficulties, or feels unaccepted by others. What we do know, is that we have the power in every human interaction to provide service! By that I mean we can offer others: A Warm Welcome. An Eagerness to be of Assistance.

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

Consulting 113

Consulting Automotive Leadership Resources 113

Michelli Experience

OCTOBER 19, 2016

Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. They “rule” as opposed to “lead” and advance their own agenda irrespective of the impact they have on others.

Government 100

Government Travel Leadership Marketing 100

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

Consulting 100

Consulting Automotive Leadership Resources 100

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Machine learning-friendly design which provides continuous improvement opportunities. The same business design provides both benefits. You must become adaptive.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

NobelBiz

JUNE 6, 2021

They are certainly essential to your reputation, but do you consider them to be a consumer interaction? Such questions will be answered through your customer journey mapping. You must take a comprehensive approach to your modeling in order to properly capture this information and incorporate it into a customer journey map.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

ijgolding

DECEMBER 5, 2016

It is not rocket science – but then not a great deal of the theory behind Customer Experience actually is. As a self-confessed process geek, the simple fact that companies are failing to fix the major issues in their customer journeys is one of the most frustrating and annoying things about the way organisations work today.

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design.

Chief Customer Officer 60

Chief Customer Officer Company Call Center Leadership 60

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Make customer service training an ongoing effort.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the service profit chain institute. Digital Transformation and Digital Leadership.

Leadership 40

Leadership Course Case Study Social Media 40

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Michelli Experience

FEBRUARY 20, 2018

Customer-centricity is a commitment or a strategy to assure the success of your customer. Whereas, customer experience is a set of customer perceptions forged across all their interactions with your brand.

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

Michelli Experience

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity. Dumbfounded in amazement!

Training 133

Training Social Media Consulting Customer Experience 133

Stella Connect

APRIL 17, 2018

Better to schedule group training sessions instead (see below for more on customer service training tips). In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Make customer service training an ongoing effort.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

FEBRUARY 7, 2017

It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Michelli Experience

JANUARY 17, 2017

As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways). For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Martin Hill-Wilson

OCTOBER 6, 2015

Both spoke eloquently about the use of emotion in customer experience design. All that means they are smart at serving customers with the right information while learning from every interaction how to improve their value for the next customer. All that’s required is leadership.

Omni-Channel 40

Omni-Channel Hotels Banking Insurance 40

SmartKarrot

APRIL 4, 2022

Top brands like Ikea, Amazon, and Google take customer success seriously. This is because business growth can be shouldered on a well-designed customer success strategy. Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Michelli Experience

MARCH 23, 2016

If we focus on no other aspect of the customer experience , I recommend the dedicated pursuit of consistency; particularly as it relates to: Product Quality. The Emotional Outcomes Emerging from Every Customer Interaction. Service Speed. Staff Knowledge. Price Transparency.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

NOVEMBER 15, 2016

The goal of that texting interaction is to transfer the prospect from their preferred texting modality into the buying stage where the prospect presents for a test drive at the dealership. As the prospect clicks on the link, a texting conversation begins.

Sales 100

Sales Automotive Advertising Study 100

Stella Connect

JUNE 5, 2017

A customer-centric culture radiates outward, and endears brands to their customers. In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote).

Call Center 40

Call Center Contact Center Conference CRM 40