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

Horizon CX

SEPTEMBER 10, 2020

She learned from teachers, mentors, and others who had traveled along her intended path, and over time, as the old adage says, ‘perseverance pays off.’. Even though they may never have direct customer interaction, CX affects everyone in a company – not just the customer-facing front line. Very much the same way.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Beyond Philosophy

JANUARY 16, 2018

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. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Beyond Philosophy

JUNE 7, 2016

In the Merriam-Webster page defining lagniappe, here’s the description it received: “We picked up one excellent word, wrote Mark Twain in Life on the Mississippi (1883), “a word worth traveling to New Orleans to get; a nice limber, expressive, handy word -‘lagniappe’…. It is Spanish, so they said.”

Brands 60

Brands Company Customer Experience Banking 60

Wootric CX Blog

FEBRUARY 14, 2019

His book Never Lose a Customer Again discusses the 8 phases your customer has the potential to travel through as part of their customer journey and the 6 tools you can use during that journey to create remarkable experiences for your customers. Why we love Kia: She’s the Founder and CEO of K! Rachel English.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147