CX Accelerator

OCTOBER 7, 2019

How will you analyze and interpret results to gain insights and uncover trends?How The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? The customer experience begins with your staff and their employee experience. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? The customer experience begins with your staff and their employee experience. CX champions).

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony.

Books 182

Books Return on Investment Magazine Culture 182

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company.

Culture 106

Culture Engagement Customer Centricity Employee Experience 106

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. Let data-led deeper insights inform your QM strategy and tactics. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Your assessment scores can range from 0 to 200.

Sports 71

Sports 2009 2022 Financial 71

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

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about. First, a great customer experience starts with the employee experience.

2021 127

2021 Article Customer Service B2B 127

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

2019 87

2019 Article Net Promoter Score Customer Service 87

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? Never miss another insightful post.

Engagement 63

Engagement Culture Workshop Employee Experience 63

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Russel Lolacher

MARCH 2, 2022

People that will just pick up a phone or message back and forth to share some guidance, insight or an ear. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. And it’s a culture that is deliberately designed to be this way. It’s strategic.

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. 93% of new customers onboarded within 14 days in 2020.

2020 52

2020 Insurance 2019 Touchpoint 52

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

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Regular feedback provides insights into areas of improvement and customer preferences.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Customers 62

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector. Caffeine and Smith+Co insight….

Brands 36

Brands Retail Culture Leadership 36

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight. Debunking Automation Myths In Customer Support by Anand Janefalkar . Improve Employee Experience to Improve Customer Experience by Jeannie Walters.

Article 86

Article 2019 Customer Service 2023 86

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? This article may give you some insights as to why. CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher.

2021 80

2021 Article Rewards Programs Customer Service 80

ProProfs Chat

MARCH 1, 2019

Customers prefer brands that delight them with excellent customer service and faster issue resolution. Check out her insights into customer support. How to create a customer-centric business? When a business is customer-centric, it implies the customer is at the heart of everything the company does.

Customer Experience 98

Customer Experience Customer Centricity E-support Culture 98

VDS

MAY 6, 2020

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., How will you analyze and interpret results to gain insights and uncover trends? The customer experience begins with your staff and their employee experience. CX champions).

Customer Experience 52

Customer Experience Contact Center Return on Investment Employee Experience 52

ShepHyken

APRIL 6, 2020

Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. Forbes) Companies must build organizational cultures of treating employees well, as if they are customers, too. Focus on employees first. The concept is simple.

Article 76

Article 2020 Customer Service E Commerce 76

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Readers have commented that they love the hands-on tips and advice, as well as each chapter being just long enough to gain insight and inspiration yet short enough to be able to read in a coffee break. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. On the employee side of the equation, ambassadorship builds both passion and partnership, enhancing the customer experience.

Engagement 145

Engagement White Paper 2015 Consulting 145

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

NOVEMBER 22, 2017

The stage includes ensuring that the employee has access to any applications and systems that are required for his job. Career Planning : During the planning stage, the employee and management collaboratively develop objectives and goals. The post Customers Have Life Cycles. Guess What?

E Commerce 89

E Commerce E-support Banking Culture 89

ShepHyken

MAY 11, 2020

Customer experience, innovation, artificial intelligence, culture….a Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon. The Human Experience Trumps CX and EX in Times of Crisis by Howard Lax. The link to the podcast is at the end of the article.

Article 60

Article 2020 Customer Service 2004 60

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. Being an employee, partner, or customer these days could be a lot nicer and easier.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@Lynn_Teo.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He brings a wealth of knowledge and hands-on experiences to his keynotes and seminars. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115