Customer Bliss

SEPTEMBER 27, 2018

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CSM Magazine

NOVEMBER 23, 2020

This means that successful customer service teams need to be prepared to communicate with customers from diverse backgrounds. Here we’ll look at four practical tips to help you communicate effectively with customers from a different cultural background. 1) Be mindful of your cultural lens.

Culture 59

Culture Communication Customers Customer Base 59

InMoment XI

OCTOBER 20, 2022

2: Create a Culture of Customer-Centricity by Adopting a Customer-First Mindset. EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first.

Customer Experience 529

Customer Experience Culture Workshop Omnichannel 529

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Now, I adapt my presentations based on where I am speaking. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score 2005 Presentation 97

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

MAY 23, 2023

Connecting With Customers The experience programme ‘Connecting with Customers’, is successfully embedding a customer-focused culture throughout the business, underpinned by the strong CX & Insight framework run in partnership with InMoment.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Beyond Philosophy

OCTOBER 24, 2020

” While these elements are fundamental to your success, affecting a real culture change at your organization is vital to achieving the customer-driven growth you hope to inspire. This episode of The Intuitive Customer shares our five rules for affecting real culture change. What Are The Five Rules? ” Lead from the top.

Culture 97

Culture Consulting Presentation Communication 97

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Employee Experience Demo 52

Heart of the Customer

MAY 28, 2020

“All creativity should communicate in a nanosecond.” He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience. The post Need a Presentation With Punch? There’s no time to waste I’ve written about the […].

Presentation 103

Presentation Advertising Books Communication 103

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

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether. Does it align with your own?

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Contact Center Travel 2020 Culture 294

InMoment XI

FEBRUARY 8, 2023

CX success also hinges upon appointing a leader who is an effective communicator and can sell a vision, create alignment based on shared business goals, and curate a shared understanding of customer needs, expectations, and journeys. It’s not easy, but nothing worth doing ever is.

Sports 295

Sports Financial ROI Leadership 295

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Get all of the stakeholders involved in the process.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience.

Culture 69

Culture Leadership 2019 Presentation 69

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. When leaders emphasize work culture, it becomes a priority for managers. When leaders are present on the floor, it communicates an appreciation for the daily stresses that employees endure.

Culture 83

Culture Engagement Leadership Customer Centricity 83

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. It is not a project or an initiative.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Power of visual engagement for enhancing personalization. The agent told her they had another option.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

InMoment XI

FEBRUARY 8, 2022

Not only is enabling leaders important to understanding the needs of the business and customers, but it also establishes a successful foundation for cross-business communication. And that’s how a healthy CX culture can be cultivated in the workplace—with a healthy customer experience governance foundation.

Government 324

Government White Paper Customer Experience Reference 324

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. Three-fourths of companies say that customer experience is not well defined and communicated within their company. Your company makes huge efforts and investments in communicating your value proposition, which is the brand promise that shapes customer expectations.

Customer Centricity 63

Customer Centricity Culture Return on Investment Customers 63

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. The seven pillars for a great workplace culture. Youtube Channel. PLAY AND SUBSCRIBE.

Culture 52

Culture Books 2004 Employee Experience 52

Ecrion

MARCH 17, 2021

In companies with no CCM system in place, IT-governed customer communications pose multiple challenges for IT specialists. Corporate organization charts represent functional isolation, but customer communications require these isolated groups to collaborate. Supporting Modern Document Formats and Communication Trends.

Communication 52

Communication Document Multi-Channel Government 52

InMoment XI

FEBRUARY 1, 2023

There are pros and cons to each of these reporting relationships: The Pros and Cons of Your CX Team Reporting to Marketing & the CMO: Pros: Tied More Closely to the brand promise of the organization (since CX is the fulfillment of that promise) Tied more closely to the communication function.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

Experience Investigators by 360Connext

OCTOBER 5, 2021

Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can. Ask leaders to present their ideas. Get creative! .

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

Culture 86

Culture Blog Workshop Communication 86

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. Engagement (or lack thereof) is present in every company. Culture is the same way. How do you get them in line? Or your time sheets.

Culture 106

Culture Engagement Customer Centricity Employee Experience 106

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. The first person we would hire would be the Head of CX.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

SurveySparrow

NOVEMBER 2, 2021

They had a toxic culture that soon became unbearable for almost every employee to work in. To be honest, before 2010, finding toxic workplace culture was as common as finding a cab now! We want the same for you, hence we’ll talk about the 12 toxic work culture signs and their solutions based on our overall experience.

Culture 52

Culture 2021 Communication Innovation 52

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s up to CX leaders to clearly communicate about these connections for their organization. This not only enhances skills but also fosters a culture that prioritizes customer experience. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

SurveySparrow

DECEMBER 15, 2018

There is a lot riding on company culture as it makes a lot of difference in attracting the right employees, retaining them and even evoking a sense of curiosity among its potential customers. The fact that these stats are for a ‘typical workforce’ should act as a stinging reflection of the workplace culture today.

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Culture Definition Communication Management 72

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See Figure 2.

Call Center 97

Call Center Contact Center Culture Engagement 97

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. This CX transformation will only occur with consistent and united behaviors, communications, and actions practiced by leaders. Giving permission and behaviors to model.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Culture 81

Culture Blog Social Media Customer Service Representative 81

PeopleMetrics

NOVEMBER 12, 2014

Culture defines who we are and what we value. Ensuring that your organization understands the core values can be a powerful step in unifying employees towards an impactful culture. Clarifying Culture – Taking the Road Less Traveled. Are you communicating to your employees the culture that binds everyone together?

Culture 70

Culture Customer Experience Customer Centricity Travel 70

CSM Magazine

APRIL 20, 2021

Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity. And because it’s built on CPaaS, it can help organisations to transform legacy communications into the new future of work. What have organisations learned about UC over the past year?

Communication 59

Communication 2020 2019 Innovation 59

SurveySparrow

SEPTEMBER 8, 2020

Do you know that 20% of workers struggle with communication and collaboration while working remotely? Effective communication is an essential element in every company. But, remote communication is the most challenging thing you’ll ever do while working remotely. Adopting a remote work culture is not as easy as it sounds.

Communication 59

Communication Culture Connections Technology 59