Remove Customer Focused Remove Customer Journeys Remove Customer Retention Remove Leadership
article thumbnail

Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

article thumbnail

How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The Challenge of the B2B Customer Experience Maturity Model? The CX Major Pillars for Your Organization Growth

ECXO

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295
article thumbnail

30 Top CX Thought Leader Blogs To Follow

Blake Morgan

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . 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. Annette Franz . Bill Quiseng .

article thumbnail

How Customer Success and Marketing Can Work Together to Increase Customer Retention

ClientSuccess

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

article thumbnail

5 Top Customer Service Articles of the Week 9-13-2021

ShepHyken

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. My Comment: I hear it over and over again from B2B leadership.

article thumbnail

DCX #111 | Customer Centricity: It's Everyone's Business

DCX

Every interaction is an opportunity: See each interaction as a chance to turn a customer into a raving fan. You own the customer's journey: Follow up, ensure issues are resolved, and go the extra mile to exceed expectations. CX Leaders: Elevate your Customer Service team from problem-solvers to proactive experience creators.