Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

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

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Younger has earned her reputation as “The Employee Whisperer.”

Leadership 138

Leadership Customer Experience Customer Focused Customer Service 138

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

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

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

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? Peter Swaim – V.P. Marketing – HorizonCX, LLC.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Survey 111

Survey Company Leadership Study 111

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. FREE MODULE The post Leading Customer Experience as a Team Sport appeared first on Experience Leadership.

Sports 71

Sports Customer Experience Handbook Case Study 71

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

CX Journey

JULY 12, 2018

in your organization - or any organization - start with the leadership team. But if employees see that executives put themselves "above the law," forget it; that's a major culture fail. If you're in the midst of transforming your business to a customer-focused/customer-centric culture, then employees look to you for what that means.

Culture 92

Culture Customer Centricity Leadership Employee Experience 92

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 96

Employee Experience Hotels Video Culture 96

ShepHyken

OCTOBER 29, 2019

These include a CX mindset, company culture, and leadership development. Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better. There is a correlation between how employees feel at work and the quality of work that they do.

Employee Experience 82

Employee Experience Culture Connections Technology 82

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

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.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: It doesn’t hurt to be reminded of important trends in the customer service and CX world.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Smith+co CX

JUNE 20, 2022

Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers.

Brands 36

Brands Retail Culture Leadership 36

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. When that happens, the customer wins. Communication is a key leadership skill that must be mastered. And then you do, too.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In short, the culture (defined as core values + behavior) must be deliberately designed to be customer-centric. a CCO) who champions the customer across the entire organization. Usually, it’s a leadership issue. The two principles are: Culture is the foundation.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Natalie Petouhof

AUGUST 15, 2022

Accomplishing this requires leaders to undergo their own change management process to move from “command-and-control” leadership to servant leadership. That shifts the focus to empathy for employees. Our focus on customers can make it easy to overlook the impact of our initiatives on our fellow employees.

Leadership 52

Leadership Software Chatbots Banking 52

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Survey 68

Survey How To Culture Leadership 68

ijgolding

APRIL 19, 2017

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”. The overwhelming majority are most comfortable answering question number 4.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's about the employee experience more first!

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Survey Case Study Training 111

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience.

Culture 93

Culture Airlines Employee Experience Customers 93

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110