ShepHyken

JUNE 5, 2017

(Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. That’s the leadership question. Customer Experience Is Everything: Three Steps to Make Yours Unforgettable by Zac Johnson.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. On your side, by your side’ – Being the customer’s advocate.

B2B 142

B2B 2017 Leadership Brands 142

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. We’ll run through these now as relates to your customer strategy. Customer strategy: Commit. It’s about gaining leadership clarity and commitment to what you’re going to do. Customer strategy: Embed.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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

Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. CX Investigators (@360Connext) October 4, 2017. cxday #custexp pic.twitter.com/cxdCaGEpzn.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Beyond Philosophy

FEBRUARY 19, 2019

Her new book, The Shopping Revolution: How successful retailers win customers in an era of endless disruption , details her experience as Director of the Patty and Jay H. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Retailers weren’t really thinking about customers.

Retail 142

Retail 2011 Competitive Advantage Books 142

ShepHyken

OCTOBER 30, 2017

My Comment: Customer experience (and service) is a philosophy that must be embraced by every area of the company. It’s about leadership having a CX vision that becomes part of the culture of the company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 24

2017 Article Social Media Customer Service 24

ShepHyken

NOVEMBER 28, 2016

My Comment: Salesforce has done us a great service with this excellent article that compares and contrasts the differences between customer service and customer experience (CX) and gives us some very important insights to consider. This article is essential reading for anyone in leadership and management.

2016 111

2016 Article Customer Service Social Media 111

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Linkages between employee behavior and customer behavior. . Michael Lowenstein, Ph.D.,

Culture 68

Culture Leadership Consulting Employee Experience 68

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken.

Blog 81

Blog Demo 2018 Reference 81

Beyond Philosophy

JANUARY 8, 2018

The danger is that relabeling positions or projects without revamping the experience to have a customer focus creates the perception that Customer Experience efforts are ineffective. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ).

2018 125

2018 2002 2017 Customer Experience 125

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Nils Vinje.

2022 52

2022 Customer Success 2021 Consulting 52

Integrity Solutions

MAY 26, 2022

Compared with 2017, U.S. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. Most important, they must be lived and practiced by leadership at all levels in the organization. According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S.

Sales 52

Sales Culture Magazine 2021 52

ijgolding

MAY 2, 2017

However, the United ‘story’ did not end once they reached a settlement with David Dao – the unfortunate United ‘customer’ who was dragged from the aircraft in April. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. on March 2, 2017.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. 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.” Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

Horizon CX

MAY 14, 2018

Further investigating change management for a curriculum I’m developing, I ran into an interesting article in the November-December 2017 issue of Harvard Business Review written by N. Customer Focus (CX insights and integrated solutions). Either way, the goals, and objectives are essentially identical.

Leadership 40

Leadership 2017 Customer Focused Article 40

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

ijgolding

NOVEMBER 29, 2016

Here are my top five reasons behind the failure to commit: Leadership failing to ‘operationalise’ Customer Experience – as the saying goes, ‘talk is cheap’ – no-one ever changed anything just by talking about it. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Experience 88

Customer Experience Customer Centricity 2011 2016 88

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. The other player that has to be in there is leadership,” he said. “A

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 40

Culture Voice of Customer Fashion 2017 40

ijgolding

JANUARY 24, 2017

Whilst the Gulf Region is by no means lagging in its adoption of Customer Experience tools, techniques and methodologies compared to many parts of the world, the overt demonstration of understanding the significance of the ‘end to end customer journey’, not just customer service, has been lacking.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

ijgolding

JANUARY 17, 2017

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Do you know what you need to get better at doing for your customers? Customer Focused Prioritisation; Customer Experience Improvement and Design.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design.

2017 40

2017 Roadmap Innovation Customers 40

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Share this page on: Tweet.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Circular Edge

JANUARY 24, 2018

Each of us is fully invested in this mission and we dive into every project with enthusiasm , knowing that with our collective skills, experiences, and commitment to customer success, there’s practically no challenge we can’t solve (aka “Redefining Impossible.”).

Innovation 40

Innovation 2017 Customer Success Customers 40

Circular Edge

JANUARY 24, 2018

Each of us is fully invested in this mission and we dive into every project with enthusiasm , knowing that with our collective skills, experiences, and commitment to customer success, there’s practically no challenge we can’t solve (aka “Redefining Impossible.”).

Innovation 40

Innovation 2017 Customer Success Customers 40

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. Try these.

Culture 59

Culture Government Leadership Customer Journey 59

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Michelli Experience

DECEMBER 27, 2017

For example, one need look no further than early numbers from the 2017 Christmas shopping season. Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. Have well-trained people in place who demonstrate care for your customers. Year-over-year numbers are up 4.9%.

Retail 55

Retail 2011 2017 2016 55

SurveyGizmo

DECEMBER 13, 2017

In the customer obsessed year that is wrapping up to be 2017, the priorities that have been displayed and followed through at companies big or small exposed the secret CX sauce to remaining relevant, competitive, and steadily growing. . Customer Obsession. Executive engagement. Strategic contribution. Data strategy.

2018 58

2018 Customer Experience E-support Consumers 58