Experience Investigators by 360Connext

FEBRUARY 1, 2022

Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

DECEMBER 18, 2023

Using tools like Net Promoter Scores (NPS) to measure customer and employee experiences provides valuable insights. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

ECXO

MAY 16, 2024

This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Customer Centricity 67

Customer Centricity Leadership Customer Journeys Touchpoint 67

CX Accelerator

JANUARY 11, 2021

Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. How did he spend the first 3 months in this position?

Transportation 129

Transportation Industry Management Guidelines 129

Beyond Philosophy

FEBRUARY 24, 2016

So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support. Consider also the Employee Experience. What would you add to my list?

Net Promoter Score 60

Net Promoter Score Management Effort Score Culture 60

CX Accelerator

JANUARY 11, 2021

Erica Mancuso , Director of Offer Management at nThrive adds, "I was so inspired after reading “Delivering Happiness” 7 or so years ago that I booked the Zappos tour on my next trip to Vegas. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

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

ClearAction

OCTOBER 25, 2022

We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-focus in running our business. Within the first two years, we saved enormous time and money for employees, customers, partners and investors.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

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

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

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? and employees is a cultural commitment.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ShepHyken

JUNE 9, 2020

They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems. You must embed the right cultural norms into your organization in order to influence and drive the behaviors you want to see in your employees.

Culture 88

Culture Employee Experience Groups System 88

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. Not only are managers the “boots on the ground” of any EX plan, but they’re shaping company culture every day as they interact with and coach their teams. it helps employees feel valued and heard.

Management 34

Management Leadership Employee Experience Feedback 34

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 70

Customer Service Hospitality e-support eBook 70

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

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. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

ImprintCX Articles

NOVEMBER 27, 2023

You can never truly be customer-centric if you focus on customer experience without a well-defined brand promise that your customers and employees believe in. Aligning your customer experience with your brand promise leads to customer advocacy and competitive advantage.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ECXO

JUNE 15, 2021

To successfully implement a customer-centric strategy and operating model, focus first in your company making sure you have and build a culture that aligns with them. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values. Kirsti Laasio.

Customer Centricity 117

Customer Centricity Culture Tips Company 117

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us. Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight.

Customer Service 86

Customer Service Conference Employee Experience Customer Service Training 86

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

ClearAction

FEBRUARY 13, 2023

The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum.

Sports 71

Sports Customer Experience Handbook Case Study 71

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

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. when making decisions.

Culture 83

Culture Company Customer Centricity Travel 83

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. If the systems don’t provide value to employees, they simply won’t use them. And they had the benefit of starting that way.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

ShepHyken

JUNE 21, 2021

To help brands market themselves in the age of AI, CIO Insight asked business owners and marketing managers this question for their best advice. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

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 112

Customer Service Survey Case Study Training 112

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. First, a great customer experience starts with the employee experience. Second, to use the author’s words, “Customer service is an ethos, not a department.”

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

Think Customers

NOVEMBER 16, 2022

The secret is obvious: double-down on customer experience. Positively managing current customers in uncertain economic times can represent easy growth opportunities that cost less than acquiring new customers. And when ROI is scarce, nimble firms with their finger directly on the pulse of customer demand win.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

ShepHyken

MAY 14, 2018

This short article covers a clever promotion that is a win/win for the customer and the charity. Great Employee Experiences Beget Great Customer Experiences By Lisa Loftis. My Comment: Before you can have a good CX, you must have a good EX – that’s Employee Experience. Don’t be afraid of them.

Customer Service 76

Customer Service Employee Experience Video Conference 76

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

Insurance 52

Insurance Case Study Touchpoint eBook 52