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

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

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? Is it possible that in our zeal to seek fresh ideas we are leaving behind the experience and knowledge of those who have been innovating, leading and achieving goals for decades? Consider these examples.

Culture 56

Culture 2017 2016 Engagement 56

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 80

Customer Centricity Culture Leadership Customer Voice 80

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

SurveySensum

JANUARY 11, 2024

Today, businesses are opting for different work cultures and styles. They bridge gaps, foster teamwork, and facilitate clear communication. Consequently, their ability to satisfy and delight customers also increases. Your customers. This strengthens the team and reflects positively on their interactions with customers.

Demo 52

Demo E-support Culture Feedback 52

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Apple: Customer-Centric Innovation in Technology Apple is known for its ability to anticipate and address the perceived needs of its customers.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Customer Experience 137

Customer Experience Net Promoter Score 2021 Transportation 137

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Experience Investigators by 360Connext

OCTOBER 4, 2017

Who is listening to them and encouraging them to innovate around service? Customer service AND CX leaders need to create channels for that type of communication. All leaders should feel very connected to the voice of the customer. But embracing that tension means innovating to the best possible solution.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

CloudCherry

JANUARY 21, 2020

Also, CX pros should communicate often with executive stakeholders to demonstrate the value of VoC. At the pinnacle of VoC maturity, listening to the customer voice is an essential component of your culture. Employees at every level expect to listen to and learn from customers often.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Up Your Service

FEBRUARY 26, 2020

They mean vigilant, unwavering attention to the customer to determine actions and improvements. For some, these words represent a true transformation of organization and culture. To align your business around customers ? To build a “customer-obsessed” culture we need people to think and act differently.

Culture 98

Culture Customer Centricity Customers Innovation 98

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. Another massively important area that HR deals with is employee engagement and internal communications. The Legal Team Is Essential, Too.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. The key, of course, was more effective communication. About Robert. 15+ years working in the digital industry.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

OCTOBER 31, 2019

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. I think anybody in a CXO type of role, or customer-focused type of role really has to hone being empathetic.”

Chief Customer Officer 111

Chief Customer Officer Social Media Innovation Marketing 111

SurveySparrow

MAY 24, 2023

Customer-Centric Culture A customer-centric culture is the backbone of CX transformation. It involves embedding a customer-first mindset throughout the organization, from top management to front-line employees. Data-Driven Insights Data is the key to unlocking customer experience transformation.

Customer Experience 52

Customer Experience Net Promoter Score Social Media Customer Centricity 52

CSM Magazine

SEPTEMBER 14, 2020

Customer service is a constantly evolving area – almost daily, new customer trends and new ways of approaching customer relationships seem to emerge. Technology has increased the opportunities and avenues for customer interaction. Doing this will mean that you: Provide your customers with flexibility.

Customer Service 52

Customer Service Loyalty Innovation Social Media 52

ShepHyken

NOVEMBER 8, 2021

My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy.

Article 89

Article 2021 Customer Service Retail 89

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Then they need to communicate it throughout the company.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. About Lisa Henken Ramirez.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Sports 71

Sports 2009 2022 Financial 71

Gainsight

MARCH 2, 2022

For a recent episode of Gainsight’s GameChanger podcast, host Adam Joseph sat down to talk with Sitecore’s Global Vice President of Customer Success & Renewals, Lara Barnes. . To be successful, your business needs to be completely customer-focused from the top down,” says Barnes. Dedicated CSMs + Innovative Tech = Growth.

Customer Success 98

Customer Success Culture 2020 Customers 98

CSM Magazine

DECEMBER 21, 2022

Businesses that foster and support a diversity, equity, and inclusion (DEI) culture see increases in output, creativity, innovation, and profitability. In today’s modern world, focusing on DEI is essential to increasing job satisfaction and employee engagement levels. Promote Diversity, Equity, and Inclusion in the Workplace.

Social Media 52

Social Media Culture Document Leadership 52

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. 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.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ChurnZero

JANUARY 18, 2024

Here are some lines from the job description ( PDF copy here ) that stood out to us: “Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

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. We are proud to share the success of such innovative and people-centric teams.

2020 52

2020 Insurance 2019 Touchpoint 52

SurveySparrow

JUNE 30, 2023

Customers appreciate intuitive interfaces, clear communication, and easy-to-navigate websites that save them time and effort. CX vs. UX Customer Experience and User Experience are two closely related concepts. Personalized Communication: Speak to your customers like you would a friend. Where dreams come true”.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

One Millimeter Mindset

MAY 23, 2019

I speak on how professional purpose is the key to professional innovation. Developing purpose-driven professional innovation starts by taking another solid look at those professional stories. Lead a more employee- and customer-focused workforce. Her playbook of communication hacks, Do YOU Mean Business?

Workshop 70

Workshop Presentation Leadership 2019 70

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

2018 129

2018 Customer Experience Customer Centricity Culture 129

ijgolding

JUNE 9, 2015

The lower your scores, the greater your level of understanding will be in the need to create a development plan: Section C 1 – Customer-centric Culture. A customer-centric organisation. Develops and delivers ongoing CX (Customer Experience) interaction training to employees. Uses iterative ideation and prototyping (e.g.,

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Education Services Group

JULY 5, 2022

It was clear that the gap still exists between the many CS practitioners struggling to get their CS organizations up off the ground and those that were already part of a mature, robust CS practice, looking for innovative ways to continue to improve in the coming years. Customer centricity needs to be a cross-departmental philosophy.

2022 52

2022 Customer Success Culture Customer Centricity 52

One Millimeter Mindset

DECEMBER 10, 2018

Workplace collaboration is a professional development and innovation strategy. We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. But, most of the time, ignore. And guess what?

2018 65

2018 Blog Workshop Innovation 65

ClearAction

DECEMBER 14, 2017

Customer Profitability (efforts to increase revenue and profit from customers). Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74