ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety. This is all about being customer-focused.

Definition 124

Definition Customer Focused Customer Service Training Employee Experience 124

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

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work.

Article 65

Article 2022 Customer Service Customer Service Training 65

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience.

Employee Experience 97

Employee Experience Hotels Culture Customer Service Training 97

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

Beyond Philosophy

OCTOBER 20, 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.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

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 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Engagement 68

Engagement White Paper Definition Consulting 68

Lumoa

MARCH 21, 2023

I share some experiences from Rituals, a brand that excels in delivering moments worth experiencing and share some practical hands-on advice into how businesses could advantage from creatively designing and implementing working values. Customer service is not a department. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Service Culture Book. Articles on Employee Empowerment. The questions to ask to gauge if your employees are engaged.

Engagement 52

Engagement Culture Measurement Employee Experience 52

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. It's definitely one of the problems. One big problem.

Employee Experience 46

Employee Experience Culture Definition Customer Experience Professionals 46

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

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. It’s a gap often shaped by leadership, and the culture they help form or perpetuate.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

CX Journey

SEPTEMBER 19, 2014

Have you thought about this question: "In your company, are customers persona non grata?" I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. Can you see how this relates to your customers? Simon Sinek.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

Beyond Philosophy

MARCH 19, 2015

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. Employee Engagement Reaches Three-Year High.”

Engagement 104

Engagement 2006 Customer Experience 2012 104

Customer Bliss

MAY 9, 2017

One of the top female executives in Silicon Valley, Lexi strives to empower women and other underrepresented groups at Gusto and create a vibrant and inclusive workplace culture. She also ensures that Gusto is continuously going above and beyond to serve all customers. Before Lexi got there, he also led customer experience.

Leadership 118

Leadership Books Government Connections 118

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

MAY 27, 2013

Alternatively, customer experience optimization seeks to align company-wide thinking and actions with buyer preferences across the entire customer experience spectrum, in order to grow both revenue and profit naturally. What Exactly is Customer-Centricity? 2) Customer-Focused Decisions as a Way of Life.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

ijgolding

APRIL 19, 2017

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”. It is not complicated, yet so often, the customer element of strategy is missing.

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

Qualtrics

APRIL 10, 2019

Laura Farrelly, Barclays’ Head of Culture & Engagement, came into HR after starting out in corporate banking and program management. I bring a customer-centric mindset from my banking past – only now my customers are employees”. With my banking background, I approach it with a customer mindset.

Banking 22

Banking Employee Experience Customer Centricity Culture 22

Michel Falcon Experience

JULY 17, 2015

While I appreciate the warmth of delivering and receiving great customer service, the primary reason I do what I do is because I’m a capitalist—I want to grow businesses. Customer experience is the greatest way to grow your business, hands down. The most customer-focused entrepreneurs in the world know how to think long-term.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

Customers Rock!

MAY 5, 2011

I have definitely missed writing for all of you, and many of you have been encouraging me to get back out here and post. You also need marketing that connects with your current customers. And, of course, you do need outstanding customer service. The Hidden Power of Your Customers is based around the principles of Customers Rock!

Books 79

Books Social Media 2006 Blog 79