InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 295

Employee Experience Culture Financial Leadership 295

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Integrity Solutions

JUNE 18, 2021

Below we’ve aggregated 10 sales coaching articles, blogs and infographics various subject matter experts from across Integrity Solutions have published that demonstrate the importance and results of developing a culture of sales coaching in an organization. It also offers several lessons for creating a coaching culture that truly works.

Sales 96

Sales Leadership Article Magazine 96

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Often, employees are unable to have each other’s – and your customers’ – backs.

Culture 63

Culture Workshop Leadership Download 63

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 89

Culture Banking Financial Sales 89

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

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. How do you define corporate culture? And most importantly….

Leadership 60

Leadership Automotive Hotels Culture 60

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

2020 250

2020 Net Promoter Score ROI Metrics 250

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. That’s why I’ve coined this competency as building a customer ‘listening path.’. To emulate culture, people need examples.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Follow on Twitter: @Hyken.

Leadership 73

Leadership Feedback Customer Service Training Culture 73

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.

Article 61

Article Customer Service 2023 Customer Centricity 61

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly! It’s inspiring!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

ShepHyken

DECEMBER 29, 2020

Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement. That engagement is more than just satisfaction—it’s about an emotional connection with your customers. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer Centricity 76

Customer Centricity Culture Leadership Measurement 76

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. .:

Leadership 200

Leadership Healthcare Books Feedback 200

Experience Investigators by 360Connext

DECEMBER 17, 2019

The number of ways customers can connect with our brand is greater than it’s ever been, and it just keeps growing. 3: How to Create the Best Customer Experience Solutions. 2: 5 Ways to Instill Customer Focused Values Throughout your Organization. Is leadership bias an issue for you?

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership.

2018 111

2018 Leadership Consulting Employee Experience 111

Totango

APRIL 25, 2019

Edgar Papke followed with an interactive session that shared a framework for true alignment and building brand intention, customer-centric culture and innovation by design. Deepak Sharma – Customer Success Leader, Deloitte. Edgar Papke – Award-winning Author and Expert on Organizational Leadership.

NPS 54

NPS Connections Events Customer Centricity 54

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

CSM Magazine

FEBRUARY 19, 2016

Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience, getting a customer to return depends on more than simple satisfaction.

Connections 60

Connections Customer Satisfaction Loyalty Customers 60

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

Leadership 95

Leadership Customer Service Training Culture Engagement 95

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. During this time he really made a science of understanding the customers and looking at the data from multiple angles.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

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. How to invest in Customer Experience. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

OCTOBER 29, 2019

These include a CX mindset, company culture, and leadership development. Everyone in a company, from executives to frontline employees, must have a CX mindset—an attitude of service and a desire to make their customers’ lives better. Leaders must understand company culture and what happens at every level of the organization.

Employee Experience 82

Employee Experience Culture Books Technology 82