Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. He also leads his Customer-centric culture by example. Does your CEO get it, too?

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience.

Engagement 145

Engagement White Paper 2015 Consulting 145

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Insights 52

Insights Customer Experience Customer Centricity Presentation 52

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.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JANUARY 16, 2018

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.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Culture 83

Culture 2002 Customer Centricity 2007 83

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. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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.

Net Promoter Score 113

Net Promoter Score Management Culture Employee Experience 113

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Simon Sinek.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others.

Net Promoter Score 55

Net Promoter Score Contact Center Average Handle Time Omnichannel 55

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

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]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

CX Journey

MARCH 12, 2015

We’ve developed a diagnostic instrument to help companies measure their culture based on that premise—to put numbers around the types of things people do when no one is looking, and in particular, the types of things that support customer-centricity. Storytelling), or “We hire people who care about the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Beyond Philosophy

DECEMBER 5, 2017

Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge.

Call Center 111

Call Center 2017 Contact Center Consulting 111

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. This is empowered through deep understanding of customers’ pain points and goals.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Beyond Philosophy

MARCH 19, 2015

– Relationship with one’s manager – Does the employee value relationship(s) with. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Employee Engagement Reaches Three-Year High.”

Engagement 104

Engagement 2006 Customer Experience 2012 104

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map.

Customer Journey Mapping 62

Customer Journey Mapping 2014 Touchpoint Customer Centricity 62

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? The topic of my session was The 7 Deadly Sins of Customer Experience. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s experience lagniappe.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. That’s because everyone plays a part in the customer journey. Managers have to coach and set expectations around a customer-focused approach.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journey Mapping 64

Customer Journey Mapping Employee Experience Webinar Customer Centricity 64

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.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Natalie Petouhof

AUGUST 15, 2022

To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: Change management is where most CX programs falter, because they fail to follow a deliberate change management process. Growth is optional.”

Leadership 52

Leadership Books Workshop Banking 52

Customers Rock!

MAY 5, 2011

This book has actually been a long time in the making – not so much from the perspective of how long it took to write it (see The Story below) but from the perspective that I have had this book in mind since before I began this blog in December of 2006. In fact, one of the reasons I started Customers Rock!

Books 79

Books Social Media 2006 Blog 79

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Engagement 68

Engagement White Paper Definition Consulting 68

Customer Guru

AUGUST 21, 2018

He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. Michel’s energy is infectious and his views on customer experience an eye opener.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Wootric

FEBRUARY 14, 2019

He’s also a creative experience designer and a fanatical student of business and human behavior, so he continue to research, examine, and share insights about how organizations can improve their performance. For useful insights on CX, read his blog, Experience Matters. Clare Muscutt. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

OCTOBER 19, 2015

The most customer centric organisations in the world recognise and very much appreciate this fact. I always state the Ritz Carlton’s approach when bringing this to life – the relationship they want their business to have with customers is described by them as ‘Ladies & Gentlemen serving Ladies & Gentlemen’.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78