One Millimeter Mindset

DECEMBER 5, 2018

However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Workshop Employee Experience 63

ShepHyken

JANUARY 18, 2021

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.” Ten customer service experts and influencers shared some thoughts in a celebration of Tony’s contribution to the CX world.

2021 126

2021 Article Customer Service B2B 126

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 Customer Centricity CEM Social Media 163

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. Nowadays, most people search for information online.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

OCTOBER 21, 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.

Social Media 92

Social Media Customer Centricity Books Culture 92

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.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

OCTOBER 21, 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.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

APRIL 15, 2019

Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., To listen in , please click here.

Culture 115

Culture Customer Service Leadership Airlines 115

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

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

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 75

ROI Net Promoter Score CEM 2014 75

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Do you think the split will be good or bad for Paypal?

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. What is your customer experience end goal? Make room for prioritizing the employee experience.

Net Promoter Score 62

Net Promoter Score Customer Experience NPS Metrics 62

Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. Does your CEO get it, too?

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

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 Experience Professionals 130

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

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

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

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 2002 Customer Centricity 2007 83

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Subscribe to my blog. Share your email address in the red box in the right column of this blog. In giving yourself permission to revisit these stories, you rediscover and redefine yourself in terms of your unique professional purpose. Contact me here.

Workshop 70

Workshop Presentation Leadership 2019 70

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. What does "persona non grata" mean?

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

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

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Moreover, the employers appear to do nothing to relieve their employees.

Call Center 111

Call Center 2017 Contact Center Consulting 111

One Millimeter Mindset

MARCH 18, 2019

Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed. Subscribe to my blog. Share your email address in the red box in the right column of this blog. What type of professional legacy do you create by reinforcing barriers to stakeholder communication?

Workshop 72

Workshop Customer Retention Communication Culture 72

Beyond Philosophy

NOVEMBER 22, 2017

It’s part of creating and sustaining ambassadorial behavior, a state of higher purpose, fulfillment and action among employees, So, the key question: How does the enterprise not just reduce Employment Risk , but build purpose and fulfillment, especially where staff experience, focus, and motivation are concerned?

E Commerce 90

E Commerce E-support Banking Culture 90

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

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

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Reviving the Value of Association Membership Experience [link]. A Potent Human Capital Strategy needs a Potent Customer Retention Strategy [link].

Customer Retention 66

Customer Retention Blog Workshop Download 66

Michelli Experience

APRIL 27, 2016

As a professional speaker, I envisioned possible stage benefits from learning improvisational comedy skills but I hadn’t appreciated the benefits that improv training would provide me in my role as a leader or as a consultant charged with helping organizations increase the quality of experiences they provided to their customers.

Hotels 45

Hotels Consulting Books Employee Experience 45

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

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

CX Journey

MARCH 12, 2015

(Storytelling), or “We hire people who care about the customer.” Engagement, Culture, and Customer Focus: Three Amigos Put another way, to drive employee engagement, you need to concentrate on helping employees feel motivated in performing their work. customer experience employee engagement employee experience'

Culture 66

Culture Engagement Customer Centricity Entertainment 66

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

Natalie Petouhof

AUGUST 15, 2022

Our focus on customers can make it easy to overlook the impact of our initiatives on our fellow employees. But given that the employee experience can make or break the customer experience, it’s critical to avoid this pitfall. Growth is optional.”

Leadership 52

Leadership Books Workshop Banking 52