Blake Morgan

APRIL 25, 2023

Is your leadership strategy guided by data or simply a shot in the dark? Internal insights and customer feedback are essential to building an effective customer-focused leadership strategy. As e-commerce grows and shipments expand, XPO uses that data to adjust its routing strategy.

Leadership 52

Leadership Metrics Customer Insights Feedback 52

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Customer Bliss

MARCH 16, 2017

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This behavior is a hallmark of CEOs obsessed with building customer-driven growth.

Customer Focused 188

Customer Focused Social Media Leadership Customers 188

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. Develop your customer experience strategy.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies. Time – help agents resolve customers’ issue faster.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Tips Automotive 260

Thematic

OCTOBER 19, 2022

Likewise, sales-led companies know that ultimately products must deliver customer value. This is where customer-led growth comes in. Customer-led growth supersedes product-led and sales-led strategy by putting customer needs first. Now we’re realizing that we need to center it around customer needs.

Strategy 71

Strategy Banking Metrics Analysis 71

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

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

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

Customer Bliss

JANUARY 12, 2017

Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Customer strategy: Commit.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). 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.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ijgolding

MAY 17, 2017

Jack Welch believed in people – employees AND customers. Although I have never met him, or worked for his company, perhaps my biggest business hero of all – especially from a customer experience perspective, is the founder of Amazon, Jeff Bezos. Being customer-focused allows you to be more pioneering.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. It did not take long for me to start becoming interested in the customer service elements of the business.

Culture 264

Culture Measurement Customer Centricity Hotels 264

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership.

Strategy 98

Strategy Customer Experience eBook Tips 98

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. Quotes: “Every interaction with the customer matters. ” Tune in!

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

CSM Magazine

SEPTEMBER 29, 2016

As discussed in Transformative Leadership and Change Realization, “It is inevitably much easier to maintain the status quo, rather than make the tough decisions needed to sustain growth over time. This is why leaders must have change strategies to achieve desired results. Change Leadership Strategies. About the Author.

Leadership 40

Leadership Strategy Communication Training 40

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

Customer Success 69

Customer Success Strategy Marketing Social Media 69

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This includes: Knowing your customers better than they know themselves.

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

delighted

DECEMBER 14, 2020

2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done?

Customer Experience 208

Customer Experience Poor Customer Service Financial Return on Investment 208

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience? Don’t miss out on this engaging discussion!

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

NICE inContact

MARCH 26, 2019

Most contact centers share a goal of delivering excellent customer service. Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority.

Customer Experience 152

Customer Experience Contact Center Policies System 152