Peter Lavers

FEBRUARY 18, 2015

Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action. As with most cultural challenges, it takes time, determination and consistency in leadership.

Customer Insights 70

Customer Insights Culture Insights Competitive Advantage 70

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Maz Iqbal

DECEMBER 30, 2014

It began to manifest to her eyes, and she began to communicate with that beauty. The more the work progressed, the more she began to feel delighted with it, attracted by that beauty to which she was devoting her time. It was no longer a statue for her, it was a living being.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Customer Bliss

AUGUST 1, 2019

Scott realized that DHL is a great business but didn’t believe that the company communicated it well enough. Scott wanted to develop the business values and use them as a guide for creating a mission/purpose for employees, something that communicated the value of the business rather than what they actually do. .

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

Leadership 40

Leadership Customer Journey Mapping Reference Customer Journey 40

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Then they need to communicate it throughout the company. Include them early and keep communicating.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. Communicate your wins as a CX team. Representing the voice of the customer.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Forrester's Customer Insights

MARCH 7, 2024

As a security leader, you need to be seen by customers, colleagues, C-level execs, and the cybersecurity community as helpful, trustworthy, fair, and with a good dose of empathy. Relationships matter. I shared my journey, […]

Communication 58

Communication Leadership Customers Management 58

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Thematic

AUGUST 25, 2021

One thing became clear as our conversations kicked off - when sharing insights with the business, starting with the research question, or business problem is common and some argue, critical. Can we evolve our role to aid in the implementation of insight-driven change? Should you always start with the problem when storytelling?

Insights 116

Insights Presentation Leadership Feedback 116

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Insights 141

Insights Brands Banking ROI 141

One Millimeter Mindset

DECEMBER 10, 2020

Professional elitism remains a key root cause creating barriers to communication and collaboration across professional disciplines. That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. It does not need to be that way any more. Delivered virtually or in-person.

Workshop 81

Workshop Innovation Consulting Presentation 81

Kustomer

JUNE 1, 2023

Begin by working closely with individual stakeholders who support your ideas, and present them with research on how providing data-driven personal customer service will help your company meet modern customer expectations. This information can be used to improve product development, marketing strategies and customer service operations.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Churn is referred to as a “Customer Success problem” inside your organization. Customer Success is an afterthought in strategic planning, key decisions, and cross-functional communication (this can be insidious and harder to spot).

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

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! Communicate to customers what you plan to do, and at a promised time, what you have achieved.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

CSM Magazine

FEBRUARY 7, 2024

Strengthening communication for effective leadership Good communication is the bedrock of efficient operations management and is also crucial in the realm of customer service. As an operations leader, you’ll need to communicate effectively with team members, other departments, and customers alike.

Customer Satisfaction 52

Customer Satisfaction Healthcare Communication Leadership 52

Forrester's Customer Insights

MARCH 13, 2024

Or, How To Know If You Are A Bad Leader (And How To Fix It) In 2022, employees experienced five times the number of planned changes that they saw in 2016. Not surprisingly, that drastic increase in the volume of change greatly reduced employee willingness to support it. I’ve written a new report on how […]

Communication 47

Communication Leadership 2016 2022 47

ClearAction

OCTOBER 25, 2022

Your individual scores reveal your competencies in facilitating customer experience maturity, as described above. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business.

Sports 71

Sports 2009 2022 Financial 71

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. It may take intense relationship building and a dedication to communicating CX results. In time, as CX proves its merits, a path to centralized CX leadership will become available.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics Innovation 247

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

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. Google’s Customer Experience Leadership, with Catherine Courage.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. Better CX can lead to cost reduction by better meeting customer needs. Personalized Interactions: Enable tailored experiences, making customers feel understood, which builds loyalty and increases upsell potential.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. Better CX can lead to cost reduction by better meeting customer needs. Personalized Interactions: Enable tailored experiences, making customers feel understood, which builds loyalty and increases upsell potential.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Lumoa

OCTOBER 24, 2023

Companies can also commit to preserving nature and allowing their customers and employees to enjoy their bounties by promoting initiatives that protect the environment. Companies should convey their sense of empathy through their communications with clients, offering assurances that they understand their problems.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Gainsight

MARCH 8, 2022

CSQLs offer Sales opportunities to work on warmer leads because they are surfaced based on customer data, insights, and interactions from your own CS teams. . Create a better feedback loop between Sales and CS, strengthen collaboration and communication to avoid missed opportunities, and surface new and more detailed customer insights.

Insights 98

Insights NPS Events Leadership 98

ijgolding

MAY 6, 2020

The model has 6 elements to it – elements that define the required competencies for Budapest Bank to become sustainably customer centric: strategy. customer insight. customer journey management. It also incorporated ‘customer promises’ as part of the bank strategy. governance. measurement.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Gainsight

JANUARY 26, 2022

Promotion of collaboration and communication to avoid missed opportunities. Surface new and more detailed customer insights. While it’s essential to align CS leadership with the CMO and head of sales, every part of leadership needs to have buy-in on the value that CSQLs can bring to the organization.

Sales 111

Sales Customer Success ROI Customer Centricity 111

ClearAction

DECEMBER 11, 2018

Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Lumoa

MAY 5, 2022

Improved customer experience starts with the customer’s perspective. Developing CX leadership requires collaboration and communication with customers, employees, and partners. Recognized research says that communication is the most important factor for high-performing teams.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

ReviewTrackers

AUGUST 10, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: A leadership coach writes that brands must deliver meaning in a customer’s life to stand out.

Leadership 50

Leadership Consulting Customer Insights Feedback 50

Lithium

MAY 12, 2021

And while Manning’s initial forecast did not account for a global pandemic, COVID-19 has only accelerated the race (not only against time and competitors, but most of all, against leadership stakeholders switching focus to other priorities) to create exceptional customer experiences that produce measurable business outcomes.

Webinar 59

Webinar Customer Experience Professionals Measurement Leadership 59

ReviewTrackers

AUGUST 3, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The support of leadership is essential to create a customer experience that drives profit. CX: Driven by leadership?

Customer Experience 50

Customer Experience Leadership Customers Customer Insights 50

C Space

FEBRUARY 12, 2020

Loyal in how the brand that communicates something about me that’s deeply personal and deeply emotional. Now we live in a world where a part of what needs to be done is communicating the vision and values. The CEO and the CMO have to add another skill to their set – the ability to communicate values in authentic ways.

Brands 52

Brands Marketing Sports Net Promoter Score 52

Experience Investigators by 360Connext

JUNE 1, 2017

As the Employee NPS goes up or down, the customer NPS is sure to follow. Employees are not just the front-line for your customers’ experiences. They are the front line for your leadership. Money talks, but so do customers. It’s listening to your customers. Knowing what to measure is the first step.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165