Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Customers 63

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. email, chat, web).

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Customer Centricity 142

Customer Centricity Books Consulting Culture 142

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. How do people talk about customers at the organization?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: .

Advertising 147

Advertising Consulting Definition Brands 147

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” 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

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Beyond Philosophy

OCTOBER 31, 2016

On Tuesday night, he apologized to his employees, acknowledging that the scandal not only hurt customers, but employees as well. Fixing a Broken Culture. Sloan admitted that the bank will hire ‘outside culture experts’ to help them figure out where they went wrong. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. You need to do a culture crystallization exercise with employees.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

FEBRUARY 10, 2016

Your Customer Experience reflects your company culture. Companies that design their experiences around Customers’ wants and needs have cultures that are Customer focused. We have an assessment that determines how Customer-focused an organization is called Naïve to Natural.

Travel 104

Travel Books Hotels Culture 104

ShepHyken

DECEMBER 29, 2020

There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. In order for leaders to be truly customer-centric, they must be immersed in the customer experience. That means spending time on the frontlines of customer service. What are service values and core values?

Customer Centricity 75

Customer Centricity Culture Leadership Measurement 75

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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. In my consulting work, I run into these six CX problems often, so there’s a good chance they’re affecting your organization too.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Culture 72

Culture Definition Leadership Brands 72

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Experience Investigators by 360Connext

MAY 17, 2018

Cultural transformation is never easy. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! The long, painful process of turning the idea of customer-centricity into a reality was a consistent drumbeat. It’s inspiring!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

CSM Magazine

JANUARY 30, 2024

Zappos Zappos, the online footwear and apparel trailblazer, has carved a niche by making customer service an art. They’ve earned accolades for their round-the-clock customer support, effortless return processes, and a corporate culture that values going above and beyond to delight customers.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. It will still be the same leaders, people and poor culture that has led Time Warner to have this unenviable reputation. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer.

Customer Centricity 112

Customer Centricity Consulting Leadership Customer Satisfaction 112

ShepHyken

MARCH 21, 2017

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. What are the qualities of a customer-focused employee?

Workshop 81

Workshop 2011 2012 Leadership 81

Experience Investigators by 360Connext

OCTOBER 4, 2017

The whole world is focusing on customer service and customer experience this week! So I urge you to ask if your CX and customer service leaders are truly working together. Is it time to reach out to your customer-focused counterpart and create an alliance? Are you a leader in your organization?

Customer Service 181

Customer Service 2017 Social Media Innovation 181

ShepHyken

JANUARY 18, 2022

.” “Sharing customer feedback (what customers love, what customers aren’t so thrilled about, and what customers don’t like at all) in a clean, clear-cut way across the entire business is how any type of corporate culture can improve overnight.” What is a customer-focused business?

Average Handle Time 75

Average Handle Time Sports Customer Experience Management Document 75

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. How can I create a customer-focused culture?

Culture 69

Culture Innovation Customer Focused Consulting 69

Beyond Philosophy

JANUARY 31, 2018

Enterprises, usually through HR, most typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Experience Investigators by 360Connext

JUNE 1, 2015

And when this package travels beyond Bodybuilding.com’s control and into the care of a shipping company, it’s kind of like saying “You can keep us happy by keeping our customers happy.”. Customer-focused. It’s not about being the best at what they do, it’s about the experience the customer has with the brand.

Brands 234

Brands 2015 Roadmap Retail 234

Beyond Philosophy

FEBRUARY 24, 2016

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. The problem is sales-based comp plans focus on the organization, not the Customer.

Net Promoter Score 113

Net Promoter Score Management Culture Employee Experience 113

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

2018 129

2018 Customer Experience Customer Centricity Culture 129