Daniel Group

DECEMBER 21, 2023

From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. I also highlight the connection between employee experiences (EX) and customer experiences (CX) for business success. CX and EX go together.

Culture 52

Culture B2B Competitive Advantage Employee Experience 52

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience 2021 Management Culture 59

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Price is important, but an amazing customer experience can differentiate a brand from its competitors.”

Competitive Advantage 80

Competitive Advantage 2019 2020 Customer Retention 80

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that.

Insights 324

Insights E Commerce Customer Experience E-support 324

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Gratitude generates gratitude.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

ClearAction

FEBRUARY 13, 2023

This is how both luxury and discount brands can have raving fans. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In Built to Win, the factors are in no particular order, but I’ll share a few here: Have visible (and visibly) customer-centric leadership, demonstrating a customer commitment from the top down. Usually, it’s a leadership issue. Have a C-suite executive (e.g.,

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

West Monroe

MAY 13, 2024

Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape. We’ve seen companies that optimize work to talent type save 30-40% (often millions).

Transportation 52

Transportation Technology Consumers 2024 52

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. 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.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

SurveyGizmo

JULY 23, 2018

  With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority. One experience cannot be truly successful without the success of the other. Increased employee turnover.

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bill has over thirty years of luxury resort/club management experience. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Stella Connect

JANUARY 4, 2022

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Use your coaching and 1:1 time to really show your appreciation for the hard work your agents do every day to represent the brand. I]f you care about customer experience. Keep it simple. Don’t overdo it.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. During the session, it’s fine to remind agents of brand guidelines. Show your appreciation for the hard work your agents do every day to represent the brand. Keep your coaching session simple.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Qualtrics

JUNE 4, 2019

It’s rare to see first-hand how a new category is defined, leadership established, and value articulated. We’re helping so many of the world’s best companies and brands understand what consumers love about them so they can spend their resources more intelligently.

Customer Success 37

Customer Success Management Competitive Advantage Consulting 37

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. During the session, it’s fine to remind agents of brand guidelines. Show your appreciation for the hard work your agents do every day to represent the brand. Keep it simple. Put things in context.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. Ben Harris. Angie Stocklin. Scott Cundill.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. linkedin Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In short, the desired outcome is to de-emphasize price and de-commoditize the service, building value delivery advantage around the total experience. Michael Lowenstein, Ph.D., The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Qualtrics

AUGUST 19, 2020

Organizations that promote equity in the workplace level the playing field for all of their employees – and benefit from the competitive advantage of employing diverse talent. Forward-thinking organizations are setting their sights on fostering a more equitable future for their employees.

Competitive Advantage 48

Competitive Advantage Leadership Culture Metrics 48

Customer Bliss

APRIL 20, 2018

We discuss why and how this role can be embedded in a services firm, and the unique blend of branding and “CX” that Edwin brings to this role. His career path led him to marketing, where he learned the importance of framing things and about brand identity. Client Experience Offers a Competitive Advantage.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148