Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. Maintaining a customer-focused culture across multiple regions requires alignment and consistency.

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? Customer Experience is an ever-changing art and science.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Blake Morgan

MARCH 1, 2022

Transparency has long been a hallmark of Webb’s customer-focused leadership style and often comes through in her communication. The team who took over the job received extensive training to develop empathy and transparency and build customer relationships. .

Customer Centricity 64

Customer Centricity Leadership Customer Focused Interaction 64

Customer Bliss

AUGUST 1, 2019

It was important that he used customer insights to create meaningful work. . Be customer-focused (centricity). It was important to Jon that everyone in the company thinks about customers, even those who don’t interact with them. Develop customer relationships. Foster customer advocacy.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Zeisler Consulting

NOVEMBER 5, 2020

But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

ClientSuccess

JANUARY 12, 2022

This is why establishing an executive sponsor program is critical to customer success – with an executive or team leader on your team working directly as an advocate for your customers, it’s easier to get more done both on the product side and on the customer success side. Toolkit: Team Leadership Toolkit.

Customer Success 75

Customer Success eBook Measurement Leadership 75

CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Compare the above strategies to one $20 billion retailer who spends a few million dollars each year on customer surveys and mystery shops, but has failed to improve.

Customer Focused 40

Customer Focused Company Airlines Culture 40

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

Customer Bliss

JULY 19, 2016

It’s the same with customers as assets. We’re talking about strong customer relationships and customer experience. ” I think this can be deadly to great customer experience in some respects, but that’s a topic for other posts. Customers as assets with leadership recipe cards.

Leadership 100

Leadership Customers Customer Centricity Customer Focused 100

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Blake Morgan

MARCH 13, 2023

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. We need women in leadership roles more than ever before.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

CSM Magazine

NOVEMBER 9, 2022

Change management improves communication, persuasion, leadership, and structure. Creating a customer-focused organization starts with team spirit and avoiding a silo mentality by encouraging a free flow of information. 49% said agents spend more time with each customer. Changes always come with risks.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ShepHyken

DECEMBER 28, 2016

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. The post Higher Profits or More Customers appeared first on Shep Hyken.

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

ShepHyken

FEBRUARY 28, 2022

Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Go to The Customer Focus to learn more about our customer service training programs.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

JANUARY 31, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. Ask the customer directly, at the time they are finishing their interaction with you.

Customer Service 104

Customer Service Leadership Survey Customers 104

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management Customer relationships 84

Win the Customer

JANUARY 4, 2016

The decision sparked continued discussions around internal employee management practices, leadership, and results-oriented performance. The customer experience management practices in place today are part of this shift towards focusing on excellence and investing in talent management. The Time for the Experience Impact is Now.

Customer Experience 52

Customer Experience Leadership Case Study Customer Relationship Management 52

Maz Iqbal

DECEMBER 18, 2014

It would provide the impetus to do better: to focus on creating superior value for customers – including providing a better Customer Experience. Is it enough to ‘force’ the incumbents to pay attention to customers and do right by customers: focus on providing superior value for customers?

Customer Experience 103

Customer Experience Case Study Government Study 103

CloudCherry

JANUARY 21, 2020

And you’ll have more formalized processes for taking action on customer feedback and sharing insights with your leadership and frontline teams. At the pinnacle of VoC maturity, listening to the customer voice is an essential component of your culture. Level 3: State of The Art.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. Implement the change organisation-wide.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Beyond Philosophy

JULY 5, 2016

CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Create a customer-centric human culture and set of processes. Timpson: Business Success Through Humanistic Leadership.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Case Study 82

Case Study ROI B2B Study 82

ClientSuccess

FEBRUARY 8, 2023

The sales team is focused primarily on new logo sales and may get credit for any expansion within a period of time (first quarter, 6 months, year), but they transition out after that period of time and the customer success team takes over from there and only draws on the sales team as needed for complex expansion deals or renewals.

Customer Success 71

Customer Success Sales eBook Resources 71

ClientSuccess

JANUARY 11, 2023

By incorporating these principles into your customer success strategy, you can ensure that every member of your team is collaborating towards a common goal: delighting customers and achieving success. The Golden Rule as the Standard for Customer Success. But what does that have to do with customer success? In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Integrity Solutions

MAY 26, 2022

This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Most important, they must be lived and practiced by leadership at all levels in the organization. Think of your core values as a wayfinding mechanism for decisions, choices and behaviors.

Sales 52

Sales Culture Leadership Brands 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time. You need to act on them!

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 20, 2017

Why Your Sales Pitches Will Never Earn You Loyal Customers by Rachel Quetti . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Don Peppers Follow @DonPeppers. Flavio Martins Follow @flavmartins.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Gainsight

APRIL 18, 2022

How do I build a relationship, which is not based on asking for money as much as anything else, as well?” . At Red Hat, he transitioned a technical support team into a customer-focused team. Despite his customer-facing initiatives, Ian found that people didn’t correctly understand what he was trying to accomplish.

Self Service 52

Self Service Customer Success Metrics Return on Investment 52

Win the Customer

DECEMBER 29, 2015

Coin Counting Machines to Make Things Simple for Customers. Leadership at Metro realizes that in order for the organization to success in the financial business it needs to excel in the people business. To connect with new customers and develop existing customer relationships, you must be in the people business.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

ShepHyken

MARCH 31, 2020

Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers.

Hotels 65

Hotels Customer Satisfaction Loyalty Leadership 65