ijgolding

APRIL 19, 2017

Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place? 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

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights.

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

VDS

MAY 6, 2020

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “… Stop, Collaborate, and Listen.”. CX champions).

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

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. Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

delighted

DECEMBER 14, 2020

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. No matter your situation, the value of real-time customer feedback has never been more apparent.

Strategy 61

Strategy Net Promoter Score Customer Experience Effort Score 61

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

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).

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

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

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. Let data-led deeper insights inform your QM strategy and tactics. What do they have in common?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

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? Everyone “touches” the customer.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Handbook Case Study 71

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. It’s a strategy – CX provides business outcomes.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

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

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

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

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

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. This article shares wisdom on the importance of an omnichannel strategy.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. 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.

Employee Experience 96

Employee Experience Hotels Video Culture 96

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Thou shalt empower employees. What does it mean to empower employees?

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

ShepHyken

OCTOBER 29, 2019

The “basics” include knowledge of your customers and their wants and needs. Psychological components of CX are the invisible pieces of your strategy. These include a CX mindset, company culture, and leadership development. 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

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

We examine their customer experience strategies using five evaluation categories. 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. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

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

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. Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

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

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. Anand and his team looked at who their core customers are and what their needs are.

Transportation 129

Transportation Industry Management Guidelines 129

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. Where are you not as good? Go work it.

Communication 152

Communication Customer Experience Customer Journeys Government 152

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Why Excellent Customer Service Matters.

Customer Service 67

Customer Service Self Service Banking Culture 67

ijgolding

NOVEMBER 22, 2016

They would regularly be experiencing what the customer experiences to enable them to understand what works and what doesn’t work. Their understanding of what it feels like to be a customer will give them an inherently better ability to make customer focused decisions. Tip 6 – Communicate, communicate, communicate!

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

MAY 9, 2017

She later worked at Google for eight years, most recently serving as Vice President of Programmatic Sales and Strategy globally. These experiences inspired her to continue supporting small business owners, whose success positively impacts their families, communities, as well as local and national economies. Help-A-Thon!

Leadership 118

Leadership Customer Experience Government Connections 118

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115