CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Return on Investment Magazine Culture 266

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

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.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government.

2024 80

2024 Article Customer Service Government 80

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

CloudCherry

FEBRUARY 6, 2020

After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.

Books 195

Books 2019 Customer Centricity 2020 195

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

Customer Bliss

OCTOBER 24, 2019

Whether you’re currently a CCO, looking to become a CCO, or a C-Suite leader who manages customer relations within your organization, there are a few key principles and ideas that you should be familiar with if you want to be successful. Foster Good Employee Experience. Listen to our conversation, here.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. Several different ways exist for an Employee Experience program to go wrong. Lowenstein teaches on this subject.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

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 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Stella Connect

NOVEMBER 16, 2021

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). Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

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

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.” The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

ClearAction

SEPTEMBER 25, 2022

It’s equally applicable to Employee Experience and Partner Experience management. Other joyful discoveries include accountability methods and practical ways to shape customer-centricity company-wide. Studying for the exam can take a lot of time when you focus on books, YouTube videos, and quizzes.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. This communication to employees shows me a customer centric company that is lead by the top down on this principle.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

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 consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ijgolding

JANUARY 28, 2018

James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to immediately disagree with. What do I mean by the ‘right employees’?

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Ian Williams

JANUARY 11, 2020

The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc. The airline should be working with these authorities to improve the experiences their customers get.

Airlines 52

Airlines Transportation Entertainment Insurance 52

Natalie Petouhof

AUGUST 15, 2022

To guide an entire organization through a customer-centric transformation…well, like they say, a picture is worth a thousand words, and this is the picture that scenario brings to mind: Change management is where most CX programs falter, because they fail to follow a deliberate change management process. A new approach.

Leadership 52

Leadership Books Workshop Banking 52

ShepHyken

OCTOBER 17, 2017

James shares seven key components to creating a working culture that best allows for customer success, when the employees are taken care of first and foremost. Giveaway: Download James’ book Foundations for Customer Centricity at no charge! He specializes in customer experience and customer centricity.

Customer Centricity 51

Customer Centricity Culture Travel Download 51

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. First question got asked it can’t get around it, which is what’s your best or worst employee experience? A frequent speaker and writer on engagement. .

Culture 98

Culture Connections Leadership Communication 98

Beyond Philosophy

SEPTEMBER 5, 2014

Trust your employees to understand that you don’t know everything and be reasonable enough to work with you on a solution to the challenge. You’d be surprised how often this strengthens your working relationship and their respect of your leadership rather than damaging it. View our books on Customer Experience here.

Net Promoter Score 79

Net Promoter Score Books Social Media Loyalty 79

ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. As an ‘almost’ author, I am keen to understand your experience of writing – I understand that you published your first book a few years ago, with your second just around the corner. So why have you decided to publish a second book?

Books 59

Books Insurance 2018 Customer Centricity 59

Customer Bliss

MARCH 28, 2018

Having the whole company and different departments understand how customers measure value is important. When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. Don’t Forget About the Employee Experience.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

SEPTEMBER 5, 2014

Trust your employees to understand that you don’t know everything and be reasonable enough to work with you on a solution to the challenge. You’d be surprised how often this strengthens your working relationship and their respect of your leadership rather than damaging it. View our books on Customer Experience here.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

ReviewTrackers

AUGUST 10, 2017

For hotel bookings, you check out reviews on TripAdvisor, Google, or Oyster. Below we listed down some of the reasons why you should be tuning into what your employees are saying on employee review sites. Employee Review Sites Help You Measure and Improve Employee Experience. Monitor your competition.

Leadership 77

Leadership Hotels Feedback Customer Centricity 77

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

JANUARY 3, 2017

CMC Thought Leadership Principal, Beyond Philosophy. People do not inherently put the customer first, and they certainly don’t do it because their employer expects it. We’re saying focus on your people because of your customers. You Also Might Like… Culture, Not Rogue Employees to Blame at Wells Fargo.

Travel 76

Travel Loyalty Customer Service Representative Consulting 76

CX Journey

DECEMBER 21, 2016

Trust me, there are a lot more reasons; I could write a book about all of them. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. The customer's needs and perspectives do not play a part in this type of thinking.

Culture 62

Culture 2014 Employee Experience 2017 62