Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

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! Gratitude generates gratitude.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Playvox

FEBRUARY 6, 2024

These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages. Create an optimal competitive position — strive to create an experience so good they can’t imagine receiving the same level of support and attention anywhere else.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

SEPTEMBER 10, 2019

If they don’t, we will have no competitive advantage. About : Steve Farber is the president of Extreme Leadership Inc., Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. How can I make my customers love me?

Competitive Advantage 106

Competitive Advantage Culture Employee Experience Leadership 106

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD.

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

ReviewTrackers

JULY 12, 2018

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.”

Books 52

Books Employee Experience Leadership 2021 52

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. Strategic impact means you’re creating competitive advantages for your enterprise.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

ReviewTrackers

JUNE 22, 2020

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 114

Brands Social Media Competitive Advantage Communication 114

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. . Employee Surveys.

Engagement 71

Engagement Competitive Advantage Leadership Feedback 71

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In Built to Win, the factors are in no particular order, but I’ll share a few here: Have visible (and visibly) customer-centric leadership, demonstrating a customer commitment from the top down. Usually, it’s a leadership issue. Have a C-suite executive (e.g.,

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. DEI is a powerful competitive advantage when it comes to hiring.

Competitive Advantage 39

Competitive Advantage Financial Leadership Return on Investment 39

SurveyGizmo

JULY 23, 2018

  With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority. One experience cannot be truly successful without the success of the other. Effects of workplace bullying on customers.

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

Qualtrics

JUNE 17, 2020

It not only creates a sense of belonging for your people, but also gives your company a competitive advantage. A culture of inclusion is not only critical to the success of diversity efforts, but creating an inclusive workplace also creates a positive employee experience. Make inclusion part of the employee experience.

Competitive Advantage 39

Competitive Advantage Culture Leadership Employee Experience 39

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? So I did a master’s degree in leadership.

Culture 52

Culture Leadership 2023 Consulting 52

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Competitive Advantage 52

Competitive Advantage Leadership Culture Travel 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 84

Leadership Culture Competitive Advantage Engagement 84

Qualtrics

MARCH 22, 2021

Getting DEI right is critical for your employee experience. Here's how to start taking action to close experience gaps and improve DEI within your organization. . Workforce DEI can also benefit an organization’s bottom line by creating a competitive advantage.

Technology 29

Technology Employee Experience 2021 Measurement 29

Qualtrics

APRIL 25, 2019

These demographics are set to be more culturally diverse than anything seen before, and they are motivated by values, purpose, and experience. Successfully building a diverse and inclusive workforce is therefore going to be a bigger competitive advantage, enabling organizations to better attract and retain the best talent.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Customer Experience as a Leadership Tool.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

CX Journey

NOVEMBER 15, 2017

The only competitive advantage we have is the culture and values of the company. Make sure everyone understands why they are critical to the organization, to the employee experience, to the customer experience, to your culture - and then make the time to get the important task of developing them on the docket right away.

Culture 50

Culture 2008 2007 Competitive Advantage 50

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. She oversees brand, demand and product marketing — attracting companies that make customer experience their competitive advantage using Wootric’s AI-powered software.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Daniel Group

DECEMBER 21, 2023

My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? I stress how culture is critical in driving an organization’s performance, especially in delivering exceptional customer experiences.

Culture 52

Culture B2B Competitive Advantage Employee Experience 52

Qualtrics

JUNE 4, 2019

It’s rare to see first-hand how a new category is defined, leadership established, and value articulated. I’ve enjoyed strategizing with customer executives to determine the capabilities necessary to improve their competitive advantage. As well as seeing the actual impact that our integrated platform has on their business.

Customer Success 37

Customer Success Management Competitive Advantage Consulting 37

InMoment XI

NOVEMBER 15, 2023

Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership.

Insights 324

Insights E Commerce Customer Experience E-support 324

Qualtrics

JUNE 4, 2020

These demographics are set to be more culturally diverse than anything seen before, and they are motivated by values, purpose, and experience. Successfully building a diverse and inclusive workforce gives your company a bigger competitive advantage, enabling organizations to better attract and retain the best talent.

Competitive Advantage 26

Competitive Advantage Feedback Contact Center Culture 26

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

West Monroe

MAY 13, 2024

Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape. We’ve seen companies that optimize work to talent type save 30-40% (often millions).

Transportation 52

Transportation Technology 2024 Consumers 52

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Michael Lowenstein, Ph.D., The first, a B2C example, involves a major player in the cable television industry.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Stella Connect

JANUARY 4, 2022

“[I]f you care about customer experience. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. But if you tell, show, and let employees experience what you’re trying to teach, three-month recall jumps to 65%. It is not an extra.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

APRIL 17, 2018

“[I]f you care about customer experience. It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. If you tell, show, and let employees experience what you’re trying to teach, three-month recall jumps to 65%. It is not an extra.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62