Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

While I can’t give you a recipe, I can offer some guidelines — as the Four C’s of a Customer Experience Culture. What are the Four C’s of a Customer Experience Culture? Communication. Customer experience suffers, and customers lose faith in the overall brand. Conscience.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

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. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Experience Investigators by 360Connext

MAY 16, 2023

They appreciate how the contact center agents resolve customer issues. Customers appreciate proactive communications and problem-solving. This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Government Workshop 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. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 77

Financial 2023 Blog Customer Experience 77

CSM Magazine

NOVEMBER 9, 2022

Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. These companies cite successes in COVID relief, customer service mindset, corporate social responsibility, employee experience, and innovative solutions.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 86

2019 Article Net Promoter Score Customer Service 86

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Communication is one reason that their vision is coming to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 125

Customer Service Training Customer Service Feedback Communication 125

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too!

Airlines 152

Airlines 2017 Metrics Social Media 152

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change.

2020 52

2020 Insurance 2019 Touchpoint 52

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers.

Contact Center 104

Contact Center Employee Experience Article Document 104

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Article 110

Article 2019 Customer Service Customer Service Training 110

Beyond Philosophy

DECEMBER 5, 2017

First, it demands a belief that emotions are the most significant influence (over 50%) of the outcome of a Customer Experience. Second, it involves a commitment to a customer focus. Your customer-facing employees must be able to recognize these moments and the verbal and nonverbal cues that communicate how customers are feeling.

Call Center 111

Call Center 2017 Contact Center Consulting 111

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers.

Contact Center 82

Contact Center Employee Experience Article Document 82

Beyond Philosophy

NOVEMBER 22, 2017

About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day.

E Commerce 90

E Commerce E-support Banking Culture 90

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Don’t Be Afraid to Reorganize and Restructure Your Team.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. When agents feel valued, heard, prepared, and integral to a team striving to achieve big goals, nothing can come between them and your customers.

Contact Center 73

Contact Center Employee Experience Article Document 73

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. If the systems don’t provide value to employees, they simply won’t use them. What CAN we do for our customers?'

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Beyond Philosophy

APRIL 15, 2019

Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., Communicate. Here are the top ten.

Culture 115

Culture Customer Service Leadership Airlines 115

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. 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

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

CloudCherry

FEBRUARY 28, 2018

Build Open and Honest Relationships with Communication. Write down your company’s cultural values, figure out whether they are in line with your vision and propagate this throughout your organization so that every employee knows what they’re working towards daily. START IMPROVING EMPLOYEE EXPERIENCE! Do More With Less.

Customer Centricity 231

Customer Centricity Culture Customers Loyalty 231

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. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. If employees aren't happy, satisfied, and engaged, it will be very difficult for them to delight your customers.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

VDS

JULY 22, 2020

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. MISSION CRITICAL: COMMUNICATION. Make sure to tell employees: They are valued.

Connections 52

Connections Contact Center Communication Definition 52

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Open communication and addressing these concerns are crucial for maintaining employee morale and wellbeing.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Customers 62

Qualtrics

AUGUST 9, 2019

To roll out an employee experience (EX) initiative is to fully appreciate the impact people leaders have in your organization. We’ve uncovered the manager qualities that have the biggest impact on employee experience. it helps employees feel valued and heard. it helps leaders drive a better employee experience.

Management 34

Management Leadership Employee Experience Feedback 34

One Millimeter Mindset

MARCH 18, 2019

What type of professional legacy do you create by reinforcing barriers to stakeholder communication? Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed. Her playbook of communication hacks, Do YOU Mean Business? Then, take these next steps….

Workshop 72

Workshop Customer Retention Communication Culture 72

PeopleMetrics

MARCH 2, 2015

Or the number of applicants who come via employee referral. It lives in your productivity stats, your error rates, your absenteeism, and your customer satisfaction scores. It lives in the way people communicate, tell stories, behave, and run meetings. If you’re asking, “How can we get employees to care?”

Culture 106

Culture Engagement Customer Centricity Employee Experience 106

Innovative CX

SEPTEMBER 5, 2019

What does all this have to do with improving the customer and employee experience in an organization? 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? Talk with Customers.

Culture 56

Culture 2017 2016 Engagement 56