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 is Contagious


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!


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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.

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!

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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.

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

2021 144

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.

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.

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.

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.

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.

Creating a collaborative contact center culture


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.

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’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!

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

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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?

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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.

The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution

The DiJulius Group

The post The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution appeared first on The DiJulius Group.

2021 101

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.

045: World Class Internal Culture

The DiJulius Group

John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only. The post 045: World Class Internal Culture appeared first on The DiJulius Group.

One easy way to find out if you have a strong customer service culture

The DiJulius Group

Do you feel your company has an obsessive customer service culture? The post One easy way to find out if you have a strong customer service culture appeared first on The DiJulius Group. Above & Beyond Culture

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The Modern Customer Success Playbook

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. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!

How to Determine Cultural Alignment in Your Outsourced Contact Center


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.

Call Center Culture of Excellence – How to Build it


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.

The 7 habits of Companies with successful customer-centric cultures


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?

The Ultimate Guide to Creating a Customer-Centric Culture


Culture is defined by actions. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. Why a Customer-Centric Culture Matters.

Create a Team of CX Heroes on Your Frontline: Transform Your Company’s Culture!

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!

Guest Post: How to Make a Company Culture Video That Wins Your Customers’ Hearts


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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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.

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CX maturity playbook: Culture


Actionable insight to uplevel and transform the CX culture in your organization. Tools

Japan: The Land of Amazing Service Culture

CX Accelerator

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?

Leadership Sets the Tone of the Culture


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.

How to create a customer-centric culture - what the experts say


Loyalty How do you foster a customer-centric culture

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The importance of customer culture – an interview with Chris Brown


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.

What is People-First Culture?

Michel Falcon Experience

In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! The post What is People-First Culture? Uncategorized advisor best selling author Company culture customer experience customer experience keynote speaker keynote speaker people-first culture pfc Profitable company

Creating a Customer-Centric Culture: Share Data with Purpose


If you intend to create a customer-centric culture, you can no longer afford to have siloed customer data. By empowering your team members with data, you can create a customer-centric culture that attracts, retains, and delights more customers. The post Creating a Customer-Centric Culture: Share Data with Purpose appeared first on CloudCherry. Photo by Austin Distel . Photo by Oleg Laptev .

#8: 6 New Customer Experience & Company Culture Strategies I’m Using for Brasa Peruvian Kitchen (Join Me!)

Michel Falcon Experience

Hello,… The post #8: 6 New Customer Experience & Company Culture Strategies I’m Using for Brasa Peruvian Kitchen (Join Me!) company culture Customer Experience PodcastsTo listen to this episode on an Apple device, click here. To listen on Spotify, click here.

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