Vonage

FEBRUARY 4, 2016

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line. To be truly customer focused, arm your team with skills that put the customer first. Train employees on the task and technology required to serve customers responsively and quickly.

Leadership 156

Leadership Customer Focused Culture omnichannel 156

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints.

Customer Focused 186

Customer Focused Customer Centricity Employee Engagement Call Center 186

Customer Bliss

JUNE 2, 2016

It’s called The Human Duct Tape Show because CCO work often is akin to being a form of human duct tape — and if you want really actionable insights and plans in terms of how people broke down silos and stitched together cross-functionality in the name of the customer in huge companies, those episodes all have some great examples. What are the customer focus competency recipe cards and what are they based on? They are: Customers as assets.

Customer Focused 123

Customer Focused Examples Culture Company 123

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Happy Customer Experience Day!

Customer Focused 220

Customer Focused Employee Engagement Call Center Social Media 220

Experience Investigators by 360Connext

OCTOBER 20, 2014

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer. The business owner, the very one who said THIS would be a customer focused organization, has lost touch. Culture supporting a customer focused organization includes: Playfulness.

Customer Focused 229

Customer Focused Communication Employee Engagement Social Media 229

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 behavior is a hallmark of CEOs obsessed with building customer-driven growth. How work is prioritized and understood comes from this clarity about the singular purpose, which is improving the lives of customers.

Customer Focused 156

Customer Focused Customer Experience Social Media Company 156

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? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try? Customer Experience is a fact-based methodology.

Leadership 139

Leadership Customer Centricity Customer Focused Government 139

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.

Innovation 110

Innovation Customer Focused Customer Centricity Consulting 110

ijgolding

JULY 19, 2016

Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!). I am no more educated that the next man or woman – nor am I the global expert on Customer Experience. Accumulating expertise in customer centricity.

Examples 166

Examples Customer Focused Travel Airlines 166

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success?

Leadership 133

Leadership Consulting Automotive Hotels 133

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Habit #1: Delivering a great customer experience is a way of doing business – it’s not just a program. Amazon put a stake in the ground by announcing its hope to be the world’s most customer-centered company.

Customer Focused 77

Customer Focused Company Customer Experience Airlines 77

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. “You can’t change Rome in a day.

Customer Focused 119

Customer Focused Wireless Multi-Channel Airlines 119

Blake Morgan

MAY 31, 2022

That question was the driving force behind Spindrift, a sparkling beverage focused on ingredient simplicity and transparency. . That customer-first mindset is at the core of Spindrift, from the products that are created to the messages that are shared. .

Leadership 56

Leadership Customer Centricity Travel Groups 56

Vonage

SEPTEMBER 16, 2016

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Their hiring and training is focused on customer service, and they truly deliver it.

Company 223

Company Customer Focused Infographics Culture 223

ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers. He began to lose respect for his leadership. Leadership sets the tone.

Leadership 101

Leadership Culture Customer Experience Customer Service Training 101

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). Let’s address the higher-order themes first, then we’ll go into depth about how they lead you towards accountable leadership.

Leadership 143

Leadership Chief Customer Officer Culture Metrics 143

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 201

Leadership Chief Customer Officer Handbook Culture 201

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. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 238

Customer Experience Professionals Leadership Customer Experience ROI 238

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Involve Your Customers: No one knows what your customers want better than your customers. Engage Your Team: Your team understands your customers and how to deliver the service they want. Be Customer-Focused: Put your customer needs ahead of your own.

Customer Focused 50

Customer Focused Culture Customer Experience Guidelines 50

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Customer Loyalty Employee Engagement Leadership / Change / Transformation Uncategorized customer centricity customer focus customer loyalty employee loyalty leadership loyalty Maz Iqbal The Customer & Leadership Blog The Old Man & The Sea

Leadership 55

Leadership Loyalty Customer Focused Employee Engagement 55

Truthlab

MARCH 28, 2018

Reading Time: 3 minutes One of the common, early missteps companies make when they try to re-focus an organization toward supporting CX goals is a failure to adopt the customer perspective. Companies that succeed in providing the highest value customer experience do so by transforming their company from […]. The post Shift to a Customer-Focused Gear: Top 4 Benefits and How to Get Started appeared first on truthlab. Customer Experience Ideas Leadership

Customer Focused 55

Customer Focused Company How To Leadership 55

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. Creating one of the most customer centric brands on the planet is obviously a major reason why. If you’re competitor-focused, you have to wait until there is a competitor doing something.

Leadership 160

Leadership Customer Centricity Customer Experience Competitive Advantage 160

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas. United Leadership: Necessary to move from talk to action.

Leadership 113

Leadership Company Chief Customer Officer Metrics 113

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

Customer Focused 122

Customer Focused Analysis Culture Groups 122

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. Leadership Listening Recipes. Establish a “Be Our Customer” immersion process.

Leadership 136

Leadership Customer Experience Connections Feedback 136

Brad Cleveland

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out. Cultivating … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership Lynda.com

Video 20

Video Course Culture Customer Focused 20

Brad Cleveland

OCTOBER 6, 2017

The culture of doing the daily hard work to focus on what’s best for customers. What do organizations with the most engaged employees and customer-focused cultures have in common? Here is a Lynda.com video from the course Customer Service Leadership that describes seven principles that I’ve seen stand out. Cultivating … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland leadership Lynda.com

Video 20

Video Course Culture Customer Focused 20

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. Tell the Customer Story. He shares that he wanted to know what customers and employees thought was going well from the customer perspective.

Social Media 27

Social Media Customer Focused Healthcare B2B 27

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. So what have these ramblings got to do with Customer Experience? When considering what this has to do with Customer Experience, try to identify where ‘customer’ comes on that agenda? In fact, I argue (based on my conversation with CX practitioners all over the world), that all too often, the customer is not on the agenda AT ALL!

Meeting 136

Meeting Customer Focused Financial Survey 136

Shep Hyken

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).

Culture 84

Culture Customer Experience Customer Service Poor Customer Service 84

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Reactive service isn’t the worst thing in the world (it’s a lot better than negative service), but it’s not an effective way to create loyal customers. [Originally published in Forbes.com.

Leadership 58

Leadership Hospitality Hotels Customer Service 58

ShepHyken

APRIL 1, 2020

First, we all have two responsibilities: do the job we were hired to do and also take care of the customer. I may have been a cashier, but I also knew that my job, beyond collecting money, was to take care of my customers. Second, a boss can kill the customer service buzz.

Customer Service 102

Customer Service Customer Service Training Culture Customer Focused 102

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.

Culture 129

Culture Hotels Customer Experience Leadership 129

Integrity Solutions

JUNE 18, 2021

In this feature contribution to Forbes , Mike Esterday offers advice for how to prepare your customer-focused teams to deal with a dramatically changed marketplace and customer behavior. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership.

Sales 91

Sales Leadership Infographics Transportation 91

Shep Hyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Happy Enabled Employees = Happy Customers. Voice of Customer.

Net Promoter Score 102

Net Promoter Score Transportation Effort Score Leadership 102

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That means spending time on the frontlines of customer service.

Customer Centricity 81

Customer Centricity Engagement Customer Experience Employee Engagement 81

Hyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. Focus on Feedback. Conduct a Focus Group.

Groups 108

Groups Customer Service Training Survey Tips 108

Verint

AUGUST 4, 2017

Organizations are increasingly realizing the critical role that customer experience plays in long-term success. Loyal customers are born from great customer experiences—once your organization can consistently and efficiently meet your customers’ needs, you become the first choice. One way to demonstrate the importance of the customer experience is having senior leadership set the tone.

Meeting 35

Meeting Leadership Culture Examples 35

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. Accor is investing heavily in John Paul by expanding its senior executive leadership team with the latest hiring of the CEO of APAC and has full confidence in the growth strategy of John Paul.

Leadership 40

Leadership Hospitality Automotive Travel 40