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Culture is Contagious

ShepHyken

We were discussing how important it is to “bake” customer service into the culture. In addition, leadership and management must defend the culture. It’s not just in the culture, it’s a philosophy to be embraced by everyone in the organization. Yes, their culture is contagious!

Culture 129
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Diagnosing And Improving Employee Connection To Company Culture

InMoment XI

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

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The Leadership Blueprint for Culture Change with Kevin Oakes

Russel Lolacher

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. It’s all based on his research on company culture.

2023 83
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Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency.

Culture 81
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A Simple Guide to Stakeholder Engagement

Are you struggling to get stakeholder ‘buy in’ to your CX program? This new guide provides a range of stakeholder engagement tactics you can implement to help drive a customer-centric culture.

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Creating a Customer-Centric Culture That Aligns Employees With Customers

Integrity Solutions

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. What Gets in the Way of a Customer-Centric Culture.

Culture 103
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Six Ways to Actively Build a Customer-Centric Culture

Experience Investigators by 360Connext

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. A culture starts at the top. Brand Culture

Culture 174
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Building Your Best Culture in 2019

CX Accelerator

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. May 2019 be the year of authentic culture for all of us!

2019 209
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The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture.

Culture 80
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Contamination Alert! How to Purify a Toxic Workplace Culture

Experience Investigators by 360Connext

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? How toxic is your culture?

2015 222
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Lunch On Us at Digital Workplace Experience––The Best Conference for Digital Workplace Leaders

Speaker: Carla Harris - Vice Chairman, Managing Director | Morgan Stanley

You’re invited to join us on February 2-3, 2022, to reimagine your digital workplace and empower your employees to more productive and engaging ways of working.

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Keeping a Customer-Centric Culture During Social Distancing

Experience Investigators by 360Connext

There is a myth that customer-centric cultures happen by intuition and a little magic. ” Building a truly customer-centric culture is a strategy that requires business discipline and real practices. Empathy is always a critical part of a customer-centric culture.

Culture 166
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Can customer-centric culture avert quiet quitting?

MyCustomer

Engagement Does customer-centric culture fix quiet quitting

Culture 80
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How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Coaching is what makes the culture transferable and sustainable.

Banking 79
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How Exemplis Commits to Company Culture and CX Improvement

Customer Bliss

In this episode, Aurelia tells us about the impressive company culture at Exemplis, and how she’s been supported in her role to lead the company’s CX into the future. Commit to Developing Your Company’s Culture. When Aurelia interviewed for her position, she was told that the first step of the process was to ensure she would be a cultural fit. “The caliber of the team here is remarkable, and I’ve never seen anything like it.

Culture 177
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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

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Customer Focused Business Culture

Storyminers

Customer Focused Business Culture Tips. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach.

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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

2020 182
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The Three Stages to Developing a Customer-Centric Culture

CX Accelerator

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible.

2020 182
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Why a Strong Company Culture Is Your Secret Weapon

Alida

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership

2022 130
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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers.

2020 215
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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Culture change is not easy. It was clear that changing the culture at this utility was going to be challenging.

Culture 137
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Code Lavender: Create A Culture Of Caring

CX Accelerator

So how does one develop a team culture such as this? These are but a few ways to develop a culture of caring. There is no place in the world I’d rather work than in Customer Service. That being said.it’s s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!

Culture 140
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The Role of Company Culture in Employee Engagement 

COPC

Organizations often believe they have the right strategy and best intentions, but their culture does not always support them. But if culture and actions do not align with the strategy, it does more harm than good.?. “Culture eats strategy for breakfast.”

2022 76
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Retaining Culture in the Remote Contact Center

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

In today's remote work environment, keeping a handle on culture can feel like trying to hold sand in your fingers. Considering how teams are often comprised of members working across political boundaries, even defining a hard-set "culture" can be tricky. Then, with teams communicating asynchronously, innovation can suffer as well.

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It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

2022 159
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Culture Energy Is The Answer To Your Culture Challenges

Forrester Digital Transformation

There's no such thing as a culture of resilience/innovation/collaboration. There's only culture energy. Learn more. Age of the Customer Change Management customer centricity customer experience customer obsession employee experience promoted

Culture 52
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9 Ways a Collaborative Culture Benefits Your Contact Center

Playvox

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together.

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Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

2022 84
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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

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Creating Connection to Improve Work Culture with Chris Hsiung

Russel Lolacher

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. So, so that type of cultural leadership, right.

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The 7 habits of Companies with successful customer-centric cultures

CloudCherry

Yes, the experience you provide your customers is only as good as the culture you build within the company. So, are you investing enough time and effort to create a culture that values both employees and customers? Econsultancy conducted a survey to find out the most important characteristic needed to establish a truly ‘digital-native’ culture. So, aren’t you curious to find out where to start in order to create a successful customer-centric culture?

2018 204
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Leadership Sets the Tone of the Culture

ShepHyken

The post Leadership Sets the Tone of the Culture appeared first on Shep Hyken. App Customer Service Training inconsistency internal culture leadershipOne of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. So, we’ll just refer to him as Bob.

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Culture Is the Cart, Change Is the Horse

Heart of the Customer

There’s no doubt about it – culture change is sexy. But starting with culture is putting the cart before the horse. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer. So sexy, that it’s where most customer experience programs focus.

Culture 98
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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.