Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

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 115

Culture Customer Service Leadership Airlines 115

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. Establish customer-centric values and processes.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

Customer Guru

MARCH 15, 2018

In this exclusive interview with Customer Guru, Mr. Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. How have you seen the concept of customer experience evolve in these years?

Culture 85

Culture Customer Service Customer Centricity Chief Customer Officer 85

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. 20 Customer Experience terms, definitions, and resources. What is digital CX?

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44

ShepHyken

APRIL 6, 2021

Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. . Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising 147

Advertising Consulting Definition Brands 147

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety. This is all about being customer-focused.

Definition 122

Definition Customer Focused Customer Service Training Employee Experience 122

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Culture 76

Culture Customer Focused Books Customer Service 76

ShepHyken

NOVEMBER 25, 2019

My Comment: This excellent article answers the question, “What is customer experience?” ” There is plenty of info, stats and facts that will take you from the author’s definition to strategic and tactical ideas that will help shape and improve your organization’s CX. Follow on Twitter: @Hyken.

Article 115

Article 2019 Customer Service Culture 115

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. So while there are many, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. It’s an ongoing effort.

Customer Service 90

Customer Service Culture Customer Service Training Definition 90

ShepHyken

FEBRUARY 15, 2017

If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. Customer centricity shouldn’t be a concept that is just bantered around.

Customer Centricity 90

Customer Centricity Definition Customer Focused Culture 90

ShepHyken

NOVEMBER 9, 2022

I interviewed Price on Amazing Business Radio , where he shared some powerful insights and lessons from his days at Amazon and from his latest book, The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. . That’s truly customer-focused! . Apparently, Price had the right answer.

Competitive Advantage 70

Competitive Advantage Books Customer Focused Customer Service Training 70

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

Integrity Solutions

MARCH 4, 2020

Transparency Is Key to Creating an Ethical Sales Culture . Your sales team’s ability to meet the customer’s perception of sales ethics will depend on . how prepared they are, how well they understand what the customer needs, and whether they can provide value as a trusted advisor. Ethical sales practices build trust.

Sales 70

Sales Culture B2B Leadership 70

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

2020 88

2020 Article Customer Service Contact Center 88

Customer Bliss

JULY 26, 2016

She then walks us through the progression of actions that led to engage employees and leaders to elevate Safelite to the beloved position that they have with customers today. There are some show notes below, but this interview has a ton of interesting aspects — so I’d definitely encourage a full listen.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

ShepHyken

SEPTEMBER 14, 2016

If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.

Customer Focused 129

Customer Focused Customer Service Training Definition Culture 129

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Article 80

Article 2021 E Commerce Customer Journey Mapping 80

Kustomer

NOVEMBER 1, 2021

While not as popular as the text-based ‘blog’, audioblogs did exist and most definitely paved the way for the arrival of the podcast. She has also authored two books on customer experience. On Brand with Nick Westergaard – This lively podcast focuses information specifically on the mechanics of building a brand. Experience This!

Customer Service 98

Customer Service 2004 Entertainment Download 98

Gainsight

MARCH 2, 2022

For a recent episode of Gainsight’s GameChanger podcast, host Adam Joseph sat down to talk with Sitecore’s Global Vice President of Customer Success & Renewals, Lara Barnes. . To be successful, your business needs to be completely customer-focused from the top down,” says Barnes. Plan Your Work and Work Your Plan.

Customer Success 98

Customer Success Culture 2020 Definition 98

Feedbackly

OCTOBER 30, 2023

Why You Should Build a CX Program A CX program captures the entire customer lifecycle and focuses on optimizing interactions, processes, products, and services to ensure consistent and positive experiences at every stage of the customer journey. Essentially, everything is geared towards offering customers exceptional service.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Customer Journey 52

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. My take… Give it time.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

APRIL 11, 2022

(LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work. My Comment: This excellent article shares some definitions and differences between employee experience (EX) and employee engagement.

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. That’s a definite negative CX.

Employee Experience 96

Employee Experience Hotels Culture Customer Service Training 96

SurveySparrow

JULY 6, 2023

These metrics provide quantifiable ways to gauge customer satisfaction, loyalty, and the overall experience. Foster Customer-Centric Culture: Analyzing customer experience data encourages a customer-centric culture within your organization, prioritizing customer needs. Let’s wrap up!

Customer Experience 52

Customer Experience Social Media Net Promoter Score Customer Satisfaction 52

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Article 89

Article 2019 Customer Service Customer Centricity 89

Customer Bliss

JANUARY 17, 2019

As I mentioned in my Daily Dose vlog this week, using your clarity of purpose to unite your company is a great way to deliver meaningful examples to your customers. . Lisa says: “I definitely would have simplified it earlier. I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

ShepHyken

DECEMBER 7, 2016

And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more. One definition of a mantra is a statement or slogan that is repeated. When it comes to your customer service promise and vision, every member of your organization must be in alignment.

Customer Service 132

Customer Service Hotels Customer Service Training Definition 132