Heart of the Customer

SEPTEMBER 16, 2022

Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle.

Events 148

Events B2B Customers Customer Experience 148

Qualtrics

MAY 9, 2019

a key underrated leadership quality is curiosity. “I’m I think a key underrated leadership quality is curiosity. Whether in her approach to customers, or to employees, it’s clear Emily is driven by a deep curiosity, asking questions at every turn, rather than simply offering solutions. A CAREER SHAPED BY ASKING QUESTIONS.

Brands 36

Brands Hotels Loyalty Programs Loyalty 36

InMoment XI

MARCH 7, 2023

Curiosity tangents should be encouraged as that is usually where the magic happens. The aha moments happen when you’re working with other parts of the business, connecting the dots and asking questions like, “is it correlation or causation?”

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

ShepHyken

SEPTEMBER 8, 2020

Successful companies known for their innovation all share common cultural values of curiosity, grounding, discovery, trust and passion. Secret #1: Curiosity helps you learn about and understand your customers better. Add these five elements into your relationship with your customers.

Books 123

Books Culture Innovation Customer Service 123

2020 Research

JULY 13, 2023

Curiosity and fear/uncertainty emerged as the core emotions among respondents when thinking about AI. Curiosity about AI stems from various aspects, including its potential benefits, impact on society, ethical considerations, and the need to navigate a rapidly evolving technological landscape. And guess what?

Books 52

Books Consulting Technology Culture 52

2020 Research

JULY 12, 2023

Curiosity and fear/uncertainty emerged as the core emotions among respondents when thinking about AI. Curiosity about AI stems from various aspects, including its potential benefits, impact on society, ethical considerations, and the need to navigate a rapidly evolving technological landscape. And guess what?

Books 52

Books Consulting Technology Culture 52

ShepHyken

JULY 9, 2019

Curiosity – Foster insatiable curiosity in your work. Curiosity allows for creativity, which creates growth. You never want to get to a place where you’re stagnant because there’s no curiosity. Curiosity helps you solve tough problems.

Culture 112

Culture Consulting Employee Experience Brands 112

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Mastering the human side of selling is key to sales success, but what does phrase that mean exactly?

Sales 107

Sales Loyalty White Paper Contact Center 107

ShepHyken

FEBRUARY 11, 2020

Ask questions from a position of curiosity, rather than confrontation, to better understand the situation and avoid making incorrect assumptions. Quotes: “To help avoid the mistake of acting with unconscious bias, ask better questions and lead with curiosity instead of confrontation.”. It really is that simple.”.

Books 116

Books 2020 Culture Connections 116

Forrester's Customer Insights

MARCH 8, 2023

Discover how to untangle the knots within your data culture by identifying places where curiosity velocity is blocked or bottlenecked. Organizations are being flooded with data and there's more coming every day.

Insights 48

Insights Culture Customers 48

InMoment XI

OCTOBER 27, 2022

A coherent and clear story that is relatable to the audience will be more successful in capturing the audience’s attention, and will succeed in communicating the message by creating curiosity in the audience’s mind and engaging them in thinking.

Marketing 260

Marketing Magazine Presentation Reference 260

Customer Enthusiast

JANUARY 27, 2020

Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to attract the attention of customers, pique their interest and curiosity, and stand out in a noisy and crowded marketplace. Surprise is an emotion, the function of which is to increase alertness and narrow focus.

Presentation 69

Presentation Customers Loyalty Engagement 69

Zeisler Consulting

JANUARY 26, 2022

This is a pretty big lift, takes a lot of energy, curiosity, thought, and analysis. This CEO specifically wanted to know how much effort she should expect to have to put into her CX efforts. But it’s not even the biggest thing in your CX realm. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

Zeisler Consulting

JANUARY 26, 2022

This is a pretty big lift, takes a lot of energy, curiosity, thought, and analysis. This CEO specifically wanted to know how much effort she should expect to have to put into her CX efforts. But it’s not even the biggest thing in your CX realm. That would be Process Engineering.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Customer Insights 93

One Millimeter Mindset

JANUARY 25, 2023

I carried that curiosity into my roles as a business professional, speaker, and mentor. Then, I am not afraid to stop colleagues and ask for clarification about what they are discussing. That format is part of how I was trained to be a STEM professional.

Consulting 88

Consulting Innovation Roadmap Leadership 88

GetFeedback

NOVEMBER 20, 2018

It encourages them to reflect on their experiences and simultaneously stirs up curiosity. Ask a question in the survey email subject line. Adding a question to your subject line is a great way to engage recipients. The information gap posed in a question also gives your survey recipient one more reason to open your message.

2015 246

2015 Culture Advertising Feedback 246

ShepHyken

SEPTEMBER 17, 2021

Turning that person’s curiosity into a purchase often hinges on the customer experience, which these days means almost everything. . He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

Customer Experience 107

Customer Experience Loyalty Loyalty Programs Touchpoint 107

Maru Group

NOVEMBER 12, 2020

Three primary steaming trends have stood out as COVID has had viewers locked down: COVID & Content Curiosity: We have seen massive shifts in consumer online streaming behavior during the crisis, with more people trying out new services as they have been forced to stay home. COVID & Streaming Content Curiosity.

Consumers 52

Consumers Entertainment 2020 2021 52

One Millimeter Mindset

OCTOBER 27, 2020

Started from a place of mutual curiosity about how the other person thinks and processes information. And while these dialogues rarely occur across the majority of your clients, you do create something powerful with those special clients.

Workshop 117

Workshop Presentation Communication Engagement 117

Bill Quiseng

SEPTEMBER 10, 2020

Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity.

Innovation 141

Innovation Magazine Books Financial 141

One Millimeter Mindset

JULY 28, 2021

Especially when you are wrestling with mission-critical issues requiring courage, curiosity and critical thinking skills. They are catalysts for innovation. Contrarians expand the conversation arena into what is new, next, and changing.

Innovation 112

Innovation Leadership Consulting Events 112

Centercode

DECEMBER 15, 2023

Discover fintech's future with Square's Beta Queen, Lindsay Brown, in our revealing podcast episode!

52

52

SurveySparrow

NOVEMBER 10, 2023

Volunteer sampling thus uses the power of curiosity! As I mentioned above, curiosity is vital! Self-Selection: Participants participate out of interest, curiosity, or passion for the topic. You decide to post the survey on the social media platforms that you or your company is active in. Participants offer unique perspectives.

Insights 52

Insights Social Media Demo Engagement 52

ClearAction

DECEMBER 28, 2017

Curiosity is the key to great listening skills that improve customer experience. By improving your curiosity level with customers, you’ll find that you enjoy your work more, and customers enjoy their experience with your organization. The Art of Listening: A Key to Customer-Centricity Lynn Hunsaker.

Customer Centricity 72

Customer Centricity Customer Focused Culture Communication 72

Zeisler Consulting

SEPTEMBER 17, 2020

No curiosity, no inquiry, no breakthrough improvements. So by all means, hire your CX leaders for their curiosity and creativity. Someone with years of experience in the healthcare industry is less likely to take that perspective because he or she simply accepts that…well, that’s the way it has to happen.

Healthcare 72

Healthcare Hospitality Retail Leadership 72

ChurnZero

SEPTEMBER 24, 2021

If parts of the process sound like they might not be a good fit for your use case, approach the process with curiosity. I promise if you take on this process with dedication, curiosity, and a positive outlook – while following the steps outlined above – you’ll achieve product adoption that lasts while avoiding bigger headaches down the road.

Customer Success 98

Customer Success Customers Communication ROI 98

ShepHyken

NOVEMBER 12, 2021

They must have kindness and curiosity so they can come to understand a client’s specific situation, and from there the ability to provide the support they need to move forward.? . In order to be true to that, everything we do must be in full alignment with each one, especially our customer service.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Financial Loyalty 100

SurveySparrow

OCTOBER 9, 2023

A strong, evocative name can pique interest and curiosity, making customers more receptive to exploring what your brand offers. They spark curiosity and invite customers to associate their meaning with the brand. First Impressions Matter Your brand name is often the first interaction a potential customer has with your business.

Brands 52

Brands Culture Connections Feedback 52

dscout People Nerds

JULY 29, 2021

Social Workers Who Design Founder and Principal, Rachael Dietkus, takes us through her journey of blending social work with design and the untapped collaboration potential between the two sectors.

105

105

ClearAction

JULY 28, 2023

When you show managers patterns in every CX report, their curiosity is piqued and they can’t wait to see your next discovery. You want to instill an unquenchable thirst for CX patterns. This stimulates managers to act on good customer experience insights to create necessary win-win outcomes.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

Chadwick Martin Bailey

OCTOBER 25, 2019

Maybe a lack of curiosity CAN kill the consumer insights professional. Speakers at the Insights Association’s Corporate Researcher’s Conference choraled symphony of voices around the concepts of exploration, trust, and curiosity. Influence In the Age of ML, by Eric Solomon : Can you embrace curiosity, and the need to experiment?

Consumers 40

Consumers Presentation Advertising 2020 40

Lithium

OCTOBER 20, 2021

Foster the culture and practices of curiosity, creativity, experimentation, and iteration. Activate the data and insights latent in your organization and your customer base to deliver on the performance promises of the modern digital tech stack.

2021 52

2021 Omnichannel Consulting ROI 52

Gainsight

JANUARY 18, 2021

While he believes in some tech proficiency, the balance between technology and life allows a window into how their curiosity influences career spheres. Without that curiosity, he believes product managers often hit a plateau in growth. He likes to discover critical insights about individuals by what they do outside of work, as well.

Wireless 52

Wireless Leadership Books Culture 52

Russel Lolacher

JANUARY 12, 2021

Those terms and that approach doesn’t lend themselves to curiosity, empathy or collaboration. come from a place of curiosity. The ingredients necessary to get people to listen, trust and be open to new opportunities. It comes off far too much about you than it does about them. ensure communication is effective.

Culture 59

Culture Workshop Books Innovation 59

ShepHyken

NOVEMBER 16, 2021

Cultivating curiosity. Leaders need to get real with their own relationship with psychological safety and speaking up. Creating clarity. Leaders need to communicate that they really do want ideas and what kinds of ideas are needed. Managers need to proactively go out and ask for ideas. Respond with regard. Practice the Principle.

Culture 71

Culture Innovation Leadership Books 71

One Millimeter Mindset

MAY 12, 2020

Instead, they consciously and consistently choose to leverage their relentless curiosity. When they realized their professional value involves more than sales scripts, tactical to-do lists, and algorithms. And, over time, they became cross-functional and multi-disciplinary thinkers.

Workshop 82

Workshop Innovation Communication Sales 82

Chadwick Martin Bailey

MARCH 4, 2021

Delivering beyond just the information requires thoughtfulness and curiosity. It’s no shock, then, that storytelling is such a compelling way to communicate data. At CMB, we strive to become better storytellers every day.

Information 98

Information Insights 2021 Connections 98