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Culture Related Topics 
Solvvy
MAY 10, 2022
We’re proud to share that Solvvy was recently recognized for its culture and values by some great organizations. “We have a passionate, autonomous and empowering culture that advocates and invests in the success and happiness of our employees both during and outside of the workday.
InMoment XI
MARCH 2, 2022
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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ShepHyken
MARCH 10, 2021
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!
Shep Hyken
SEPTEMBER 22, 2021
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.
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Employees often fail to understand that Customer Experience is more than a number. Learn a comprehensive 7-point strategy to incorporate CX, especially VOC feedback, into your company’s DNA to drive real impact!
CX Accelerator
DECEMBER 31, 2018
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!
Forrester Digital Transformation
APRIL 20, 2022
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
Experience Investigators by 360Connext
JANUARY 5, 2021
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
Customer Bliss
MAY 23, 2019
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.
Bill Quiseng
JANUARY 3, 2022
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.
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.
Storyminers
AUGUST 26, 2020
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.
Experience Investigators by 360Connext
APRIL 7, 2020
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.
Russel Lolacher
MARCH 26, 2022
In this episode of Relationships at Work, Russel chats with author and consultant Annette Franz , on the importance of focusing on the workplace and build a people-first culture in your organization. what organizations don’t understand about people-first culture.
CX Accelerator
JANUARY 16, 2020
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.
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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CX Accelerator
JANUARY 16, 2020
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.
Beyond Philosophy
OCTOBER 29, 2020
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.
TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. In addition, a culture of collaboration builds stronger morale for agents who see themselves as part of a bigger picture, working together to achieve company goals, rather than racing to meet their own quotas.
CX Accelerator
MAY 28, 2019
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!
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.
Experience Investigators by 360Connext
JUNE 11, 2015
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?
TechSee
APRIL 16, 2019
But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. A call center culture of excellence based on more personalized, collaborative, enjoyable and successful resolutions creates emotional bonds with customers that enhance brand loyalty from day one of the journey. Many of us have worked in contact centers.
Quadient
APRIL 25, 2022
La culture cash, en quoi ça consiste ? Le suivi de la trésorerie par le DAF ne suffit pas ; tous les acteurs de leur entreprise qui ont un rôle à jouer à condition de les engager à travers la diffusion d’une culture cash. C’est quoi la culture cash ? Culture cash, mode d’emploi.
Heart of the Customer
OCTOBER 3, 2020
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.
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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.
ShepHyken
APRIL 10, 2019
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.
CloudCherry
FEBRUARY 28, 2018
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?
BlueOcean
JANUARY 27, 2020
We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. Spoiler: It’s not a slide in the lobby or a barista in the lunchroom that defines culture.
Hyken
MARCH 26, 2021
He writes about how creating a company culture video helps your business to build stronger relationships with your customers. Many companies stay away from culture videos because they don’t feel they have something worth showing.
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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.
SmartKarrot
MAY 9, 2022
Culture shapes how people think, feel, and behave. As a CEO, you can influence the culture at a company using subtle cues and symbols that help your employees align with their organizational goals. Without a culture of innovation, it will be hard to beat the competition.
CX Accelerator
JULY 9, 2018
While my trip was short, I was able to experience four different cities and absorb a full range of cultural experiences. How can they infuse a service culture into their entire population that transcends generational gaps, wealth barriers, and stereotypes? My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that?
ijgolding
FEBRUARY 5, 2018
As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Ultimately, the marketing strategy will only be effective if the culture of the organisation is aligned to creating customer value. Although it was effective to a degree, Linden’s experiences proved to be the genesis of an idea to create a way of actually measuring customer culture.
The DiJulius Group
FEBRUARY 2, 2022
Chief Revolution Officer John DiJulius of The DiJulius Group discusses how companies can build a culture that employees will love. The post 071: Build the Culture Employees will Love appeared first on The DiJulius Group.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Find out how to transform customer success teams into revenue-drivers by downloading the playbook today!
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