Beyond Philosophy

SEPTEMBER 17, 2015

I talk a lot about Customer-centricity of organizations. We use a model called Naïve to Natural that measures how an organization is oriented toward Customers, with the Naïve not having a Customer focus and the Natural having the most Customer focus. Does your CEO get it, too?

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

Beyond Philosophy

NOVEMBER 22, 2017

About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day.

E Commerce 89

E Commerce E-support Banking Culture 89

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Subscribe to my blog. Share your email address in the red box in the right column of this blog. Her playbook of communication hacks, Do YOU Mean Business? Liberate yourself from toxic professional stories. Contact me here. is available on Amazon.com.

Workshop 70

Workshop Presentation Leadership 2019 70

West Monroe

JANUARY 30, 2019

In the third and last installment of our blog series about customer experience (CX) transformation, we discuss the most difficult, costly, and risk-laden phase, Enact. This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

MARCH 19, 2015

employees understand how their work contributes to the company’s performance? – Relationship with one’s manager – Does the employee value relationship(s) with. Though customer experience, and resultant behavior, is impacted by engagement, it is more tangential and inferential than purposeful in nature.

Engagement 104

Engagement 2006 Customer Experience 2012 104

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. What does "persona non grata" mean?

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

VDS

JULY 22, 2020

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. MISSION CRITICAL: COMMUNICATION. Make sure to tell employees: They are valued.

Connections 52

Connections Contact Center Communication Definition 52

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s experience lagniappe.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Your people and processes have to adapt and meet the customer where he or she is. That’s because everyone plays a part in the customer journey.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Beyond Philosophy

MAY 31, 2016

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

One Millimeter Mindset

FEBRUARY 28, 2019

I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Workforce Profitability retains Customers [link]. Communication Disconnects negatively impact Customer Retention [link]. Reviving the Value of Association Membership Experience [link]. Subscribe to my blog.

Customer Retention 66

Customer Retention Blog Workshop Download 66

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Beyond Philosophy

DECEMBER 5, 2017

But the critical component often totally missing from all of this material is the definitive linkage and commitment to customers. We’ve seen employee surveys where there are no customer-related value elements. their stated desirability, and c) their prioritized value to the organization.

Engagement 68

Engagement White Paper Definition Consulting 68

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

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.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Customer Guru

AUGUST 21, 2018

Mark is CEO & CMO of Loyalty360, an “Association of Customer Loyalty” He has vast experience in designing and administering loyalty/CRM programs, and data-driven marketing communication programs. Learning his way through experience, Michel is a renowned customer and employee experience keynote speaker.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Comm100

JUNE 19, 2018

Hearing the philosophies that power world-class companies to deliver exceptional customer experiences is incredibly inspiring, and can drive you to adjust the same philosophies that affect your processes. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise.

2018 40

2018 Contact Center Entertainment Culture 40

BirdEye

DECEMBER 22, 2023

According to our research, 35% of businesses still believe that phone calls are the most effective communication channel. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth.

Communication 109

Communication Demo Call Recording Connections 109

Wootric

FEBRUARY 14, 2019

He’s also a creative experience designer and a fanatical student of business and human behavior, so he continue to research, examine, and share insights about how organizations can improve their performance. For useful insights on CX, read his blog, Experience Matters. Clare Muscutt. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

OCTOBER 19, 2015

The ability for the man to communicate coherent messages was impossible. I strongly believe that if your people understand how it FEELS to be a customer, then their ability to empathise with any situation is amplified. It is not a scripted response to a witty customer complaint – it is a genuine response from one human to another.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

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? What customer-focused opportunities are overlooked? Subscribe to my blog.

Culture 63

Culture Workshop Leadership Download 63

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

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

VDS

MAY 6, 2020

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well-positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Customer Experience 52

Customer Experience Contact Center Return on Investment Employee Experience 52

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. This is empowered through deep understanding of customers’ pain points and goals.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

One Millimeter Mindset

MAY 8, 2019

And when employee stakeholders understand the value of better serving each other, that value is reflected in the quality of customer-focused solutions they create. As a result, the stories you tell are familiar to both your employees and your customers. Subscribe to my blog. Contact me here.

Culture 66

Culture Workshop Sales Advertising 66

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journey Mapping 64

Customer Journey Mapping Employee Experience Webinar Customer Centricity 64

One Millimeter Mindset

FEBRUARY 20, 2019

As a result, customer-focused outcomes are less innovative and nimble in helping customers meet the needs of their own current and future customers. When leveraging internal stakeholder experience, focus on professional fulfillment rather than workplace enjoyment. Subscribe to my blog.

Customer Experience 14

Customer Experience Workshop Download Communication 14