Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity 2019 283

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Have they helped to create the culture that fosters a better customer service experience?

2019 117

2019 Article Customer Service Leadership 117

ShepHyken

JULY 1, 2019

My Comments: While there is a customer service department (the agents who take calls from customers), my belief has always been that customer service is a philosophy – part of the company’s culture. 10 Life Lessons from the 2019 Stanley Cup Champion St. By the way, journey mapping isn’t something you do just once. Play Gloria!”

2019 120

2019 Article Customer Service Customer Journey Mapping 120

Oracle

FEBRUARY 6, 2019

The drop model, one of the hotter retail trends in 2019, creates a buzz about products even before they are launched. The post One of 2019’s Top Retail Trends: Drop Culture appeared first on SmarterCX. Too much same-old, same-old makes retail seem stale. Product drops with a twist. Burberry has put drops on a schedule.

Retail 64

Retail 2019 Culture Entertainment 64

NetBase

JUNE 10, 2020

. As communities reopen for business, brands need to be ready to accommodate the reverse culture shock that consumers are feeling. We are sharing insight here that brands need to bolster their reopening efforts, including: Understanding what reverse culture shock is and how to accommodate it. Understanding Reverse Culture Shock.

Culture 73

Culture Social Media Consumers Measurement 73

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Books 110

Books 2019 2020 Customer Experience 110

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019. Expect 2019 to see this trend accelerate, particularly as we see the trust agenda escalating in today’s post-GDPR world.

2019 88

2019 Customer Experience Social Media Innovation 88

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Leadership Engagement 59

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Eptica will next be exhibiting at the CX Marketing Summit 2019 in June - if you are coming along, do visit us there.

2019 76

2019 Fashion Customer Satisfaction Presentation 76

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. My fellow panelists and I discuss real-world case studies and trends around culture. When is CX Day?

2019 146

2019 Social Media Webinar Events 146

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 227

Leadership Culture Customer Centricity 2019 227

CloudCherry

DECEMBER 9, 2019

Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. In this week’s Episode, Sarah shares with us her ‘secret sauce’ to winning over customers (Hint: It has a WHOLE lot to do with culture, and you’ll want to hear her refreshing take on it).

2019 312

2019 2020 Culture Brands 312

ShepHyken

NOVEMBER 25, 2019

How To Build A Winning Customer Service Culture In Your Company by Krishna Charan. Freshdesk) While workplace culture is more organization and employee-oriented, service culture puts customers at the forefront of every business goal, organizational vision, and support outcome. In other words, it’s built into the culture.

Article 115

Article 2019 Customer Service Culture 115

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s most likely a function of the company’s culture. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Here are my top five picks from last week.

2019 86

2019 Article Net Promoter Score Customer Service 86

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Books 127

Books 2018 2019 Customer Experience 127

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience. Lead with clarity and respect.

Culture 69

Culture Leadership 2019 Presentation 69

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience.

2019 66

2019 Leadership Culture Customer Centricity 66

Experience Investigators by 360Connext

JUNE 13, 2023

In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function. However, embedding a customer-centric culture can be challenging when CX is isolated from other departments.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

NetBase

MAY 2, 2019

What netnography in 2019 offers is more than a buyer persona based on demographics and assumptions. Create – use audience segment insights to create a unique fandom around your brand, with a culture all its own; think Justin Bieber’s “ Beliebers ”. You can’t foster sales or loyalty through acquaintanceship – you have to go deep.

2019 71

2019 Engagement Entertainment Sports 71

ShepHyken

JUNE 17, 2019

3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. ServiceDock) This post is intended to help leaders in such businesses to more effectively improve the customer experience culture in their stores and restaurants. It also takes a CX-focused culture. It’s about the people. Follow on Twitter: @Hyken.

Article 108

Article 2019 Customer Service Call Center 108

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

2019 71

2019 Consumers Brands Social Media 71

ShepHyken

JANUARY 28, 2019

Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams. The State of Bots in 2019: Successes and Failures by Astrid Monge. They are trying!). The 14 Rules of History-Making Teams by Josh Linkner.

2019 97

2019 Article Social Media Customer Service 97

ShepHyken

MARCH 11, 2019

It’s in the culture of a company. International Policy Digest) Until relatively recently happiness was not an important factor in our corporate culture. The post 5 Top Customer Service Articles for the Week of March 11, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Article 99

Article 2019 Customer Service E-support 99

BlueOcean

MARCH 7, 2024

We saw there was a true cultural fit. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020. “Since the beginning, I knew there was something unique about this company. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

2024 177

2024 Sales Customer Service Sports 177

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization?

2019 75

2019 E-support Chief Customer Officer Events 75

Joe Rawlinson

DECEMBER 18, 2018

In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment. Top 4 Tips to Boost Your Ecommerce Content Marketing Strategy in 2019. These are the formats you should invest more in for 2019. Make long-form content your priority.

2019 92

2019 Marketing Omnichannel Travel 92

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Wherever you are, National Customer Service Week is a vital chance to highlight the role that service plays in business today.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. CX University) Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure. (Salesforce) Did you know many customer service departments are still in dinosaur mode?

Article 76

Article 2019 Customer Service Competitive Advantage 76

ShepHyken

NOVEMBER 11, 2019

My Comment: I like most articles that cover the corporate culture and customer experience. The post 5 Top Customer Service Articles for the Week of November 11, 2019 appeared first on Shep Hyken. (CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset.

Article 89

Article 2019 Customer Service Customer Centricity 89

ShepHyken

DECEMBER 30, 2019

It is part of the culture. The post 5 Top Customer Service Articles for the Week of December 30, 2019 appeared first on Shep Hyken. My Comment: This short article emphasizes that the customer-centricity “doesn’t mean your employees take a backseat (to customers).” The article includes five ideas.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

APRIL 8, 2019

This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken. My Comment: If you want to ruin your customer’s experience, here are five ways to do it. Follow on Twitter: @Hyken.

Article 101

Article 2019 Customer Service Hotels 101

SurveySparrow

JANUARY 13, 2021

This straightforward and extremely simple tool is often used as a metric to bring growth to the overall company culture. You must maintain a healthy work culture. It’s an excellent method to track employee satisfaction and make changes accordingly to improve organizational culture. What’s more?

Net Promoter Score 52

Net Promoter Score Culture NPS Measurement 52

Confirmit

DECEMBER 25, 2018

It’s time for CX teams to challenge themselves and their organizations to understand what they need to do to meet the sky-high expectations of CX in 2019. How to truly engage with your team members and support behavioral change that creates a customer centric culture. Whatever the excuses are, it’s time for them to stop.

2019 40

2019 Webinar Customer Centricity Culture 40

Oracle

DECEMBER 11, 2019

As 2019 draws to a close and a new year and a new decade are nearly upon us, we’re looking back at the year’s biggest AI innovations. Here’s a closer look at key innovations in AI that made a splash in 2019 and set the stage for future innovation in 2020 and beyond. AI changes how we manage our money.

2019 52

2019 Innovation Financial Sports 52

Totango

NOVEMBER 13, 2019

Most Customer-Centric Culture. Congratulations again to all our 2019 Hero Award Team winners. Greatest Impact on Business Results. Trustpilot. Achieved triple-digit improvement in a variety of areas contributing to growth across the global team. Your efforts to go above and beyond for your customers is truly inspiring!

2019 48

2019 Customer Success Customer Centricity Innovation 48

ShepHyken

OCTOBER 28, 2019

CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. Super-charge the Journey to Customer-Centric Culture. The post 5 Top Customer Service Articles for the Week of October 28, 2019 appeared first on Shep Hyken. If one of them resonates with you, just click on it and you will be taken to the idea.

2019 54

2019 Article Customer Service Loyalty Programs 54

SurveySparrow

MAY 21, 2019

Culture Amp. As a peer recognition software, the platform allows businesses to create a culture that celebrates success. Two minutes per week is all 6Q asks of you to boost employee engagement and improve company culture. Yeah, thank me later. SurveySparrow. SurveyMonkey. Motivosity. Google Forms. Officevibe.

Engagement 75

Engagement 2019 Culture Feedback 75