Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

ShepHyken

MARCH 20, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. He makes it clear that when customers contact him when they’re unhappy, their problem will be taken care of with no hard feelings or defensive behavior – from either party.

Communication 110

Communication Culture Customer Service Training Article 110

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Customer focus is a type of company culture that focuses on putting the needs of clients first. Have the Entire Company Develop a Customer-Focused Approach.

Customer Focused 52

Customer Focused Social Media Feedback Customers 52

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. Aegon has taken the Connecting with Customers (CwC) roadshow to all locations and functions in the business.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

JANUARY 4, 2017

You must have an effective communication strategy. And just announcing and communicating it is not enough. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post The One Thing We Must Do to Create a Customer Focused Culture appeared first on Shep Hyken.

Customer Focused 97

Customer Focused Culture Customer Journey Mapping 2017 97

Customers That Stick

MAY 22, 2015

We wish that changing a customer service culture could be like turning a Jet Ski®. We all wish that changing a customer service culture happened that way. Changing a a customer service culture, particularly in a large organization, is more akin to turning around a container ship. How hard is cultural change?

Culture 156

Culture Customer Service Customer Centricity Call Center 156

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree. How we gather feedback.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

ijgolding

JUNE 14, 2017

If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If If you want to be sustainably customer centric, you must tell everyone that is the case – and then tell them again – and again – and again. Misinformed customers and colleagues.

Customer Centricity 68

Customer Centricity Communication Culture 2010 68

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? In the high-level plan, start with 3 simple terms: listen, act, communicate; that’s what CX is all about. During this process, you need to understand who your customer is and what they want from you.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Customers 63

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 115

Culture Customer Service Leadership Airlines 115

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. Then, it is reinforced daily throughout the organization through empowerment and recognition.

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

InMoment XI

FEBRUARY 14, 2024

Personalization By integrating data from various channels, businesses can create more personalized experiences for customers. They can tailor product recommendations, promotions, and communications based on individual preferences and behaviors, leading to higher engagement and conversion rates. But, it may not be as hard as you think.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Workshop Leadership Books 71

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

Experience Investigators by 360Connext

FEBRUARY 1, 2022

We recommend starting with a Customer Experience Mission Statement and building a Customer Experience Success Statement. Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Let’s focus on three things at work here: culture, engagement, and goals. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. Culture is the same way.

Culture 106

Culture Engagement Customer Centricity Employee Experience 106

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? There’s no question that organizations must have a culture, an environment, a tradition of engaging employees fully in order to achieve the best possible customer experience. Consider these examples.

Culture 56

Culture 2017 2016 Engagement 56

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 81

Customer Centricity Culture Leadership Customer Voice 81

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Communicate. Then Communicate Again. Invest in storytelling and communication. Then Simplify.

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience. Reducing refunds.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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 17, 2023

As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications. My Comment: The title is a question that I’m often asked. This article delivers the answer and much more.

Article 59

Article Customer Service 2023 Customer Centricity 59

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Magellan Solutions

NOVEMBER 27, 2023

Think of proactive communication as a friendly chat that your business starts. It involves reaching out to customers before they reach out to you, whether to: Share updates Offer support Gather feedback It’s like having a helpful companion who keeps you informed and supported.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

CSM Magazine

JULY 18, 2023

Companies are understanding the need of adopting a customer-centric approach in order to remain competitive in difficult business circumstances. In this article, we will look at the redeveloped customer service landscape, delving into key trends and strategies that enable businesses to embrace customer-focused success.

Customer Centricity 52

Customer Centricity Customer Service Omnichannel Social Media 52

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. Communicate.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

ShepHyken

NOVEMBER 25, 2019

Great brands are teaching all customers what it is like to receive great customer service, and customers now expect – if not demand – that from all the companies they do business with. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan. Follow on Twitter: @Hyken.

Article 115

Article 2019 Customer Service Culture 115