Beyond Philosophy

JANUARY 16, 2018

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.” 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

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Article 70

Article 2022 Customer Service Hospitality 70

Russel Lolacher

MARCH 2, 2022

One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. And it’s a culture that is deliberately designed to be this way. You talk of 10 foundational principles in your new book Built to Win.

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. These include a CX mindset, company culture, and leadership development. There is a correlation between how employees feel at work and the quality of work that they do.

Employee Experience 82

Employee Experience Culture Books Technology 82

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

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Books Social Media 2006 Blog 79

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

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Net Promoter Score Customer Centricity CEM Social Media 163

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.

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Article 2022 Customer Service Customer Service Training 64

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? Subscribe to my blog.

Engagement 63

Engagement Culture Workshop Employee Experience 63

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. There’s no such thing as the perfect brand.

Brands 36

Brands Retail Culture Leadership 36

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.

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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

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change.

2020 52

2020 Insurance 2019 Touchpoint 52

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

NOVEMBER 22, 2017

They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck.

E Commerce 89

E Commerce E-support Banking Culture 89

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. Original Article by Jim Tincher.

Leadership 52

Leadership Books Workshop Banking 52

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Airlines 152

Airlines 2017 Metrics Social Media 152

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. He also leads his Customer-centric culture by example.

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Customer Centricity Retail Consulting Leadership 142

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Engagement 68

Engagement White Paper Definition Consulting 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. That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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? Contact Babette here.

Culture 63

Culture Workshop Leadership Download 63

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]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ClearAction

NOVEMBER 16, 2017

Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. First and foremost you must understand and respect your brand essence as customers see it. Every company’s ecosystem is unique. Don’t stop there. Why this order?

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Something simple as a login should never create friction for your customers.

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Article 2021 Customer Service Loyalty Programs 148

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. An instructor for Linkedin Learning, supporting training and employee development and more. Service Culture Book.

Engagement 52

Engagement Culture Measurement Employee Experience 52

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

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

The most customer-focused entrepreneurs in the world know how to think long-term. When I work with an entrepreneur who aspires to improve his or her company’s customer experience I NEVER start by focusing on the customer. I always audit the employee experience first.

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Reference Employee Experience Wireless Customer Experience 60

Customer Alignment

DECEMBER 18, 2017

We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. There isn’t one single natural language, or until now we haven’t seen a machine-based learning solution that can work with real nuance, context identified or cultural difference.

2017 45

2017 2018 Chief Customer Officer NPS 45

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. Book rec and early steps. About Lexi. Help-A-Thon!

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Leadership Books Government Connections 118