InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.

Customer Experience 260

Customer Experience 2023 ROI Return on Investment 260

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. Article] Is Customer Experience Worth It? And How Much Should You Invest?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

CSM Magazine

MARCH 31, 2020

To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th).

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.

Metrics 98

Metrics Books Customer Focused Management 98

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been.

2020 250

2020 Net Promoter Score ROI Metrics 250

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

InMoment XI

FEBRUARY 14, 2024

How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process. Building an omnichannel experience requires creating a customer-focused culture, and software to support it. But, it may not be as hard as you think.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

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? Here are some steps to help you get there.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Retently

JULY 28, 2023

How do you approach customer happiness in your company? 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

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

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Sometimes organizations do the same for customers.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

ShepHyken

DECEMBER 3, 2021

Before truly focusing energy on the customer, the XGS team has had to focus on the most important asset of all: its people. Through a variety of surveys and feedback forums, XGS realized that we had some work to do to create an internal culture that drove employee engagement and satisfaction. Closing the Operational Gap.

Customer Experience 138

Customer Experience Net Promoter Score 2021 Transportation 138

Customer Bliss

AUGUST 23, 2016

Prior to joining Greystone, Darryl was The Walt Disney Company’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience and cultural transformations. You need to do a culture crystallization exercise with employees. But think about your own career.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

CloudCherry

MARCH 3, 2019

The inbound marketing software company HubSpot created a “culture code” that aligns job applicants and employees around a set of core beliefs. They also employ a vice president of culture and experience, who is responsible for driving culture as the company grows. The Six Competencies In Action.

Customer Experience 186

Customer Experience Culture Events Customers 186

SurveySparrow

JULY 6, 2023

Key Metrics and Customer Experience KPIs To effectively measure and track customer experience, businesses rely on a set of key performance indicators (KPIs). These metrics provide quantifiable ways to gauge customer satisfaction, loyalty, and the overall experience. Let’s wrap up!

Customer Experience 52

Customer Experience Social Media Net Promoter Score Customer Satisfaction 52

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. Identifying essential CX metrics and tracking them regularly can help programs stay on course.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

ShepHyken

DECEMBER 29, 2020

There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. In order for leaders to be truly customer-centric, they must be immersed in the customer experience. That means spending time on the frontlines of customer service. What are service values and core values?

Customer Centricity 75

Customer Centricity Culture Leadership Measurement 75

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

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. In fact, technology deployment requires full-time management.

Sports 71

Sports 2009 2022 Financial 71

ShepHyken

AUGUST 19, 2019

If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. Follow on Twitter: @Hyken.

2019 118

2019 Article Customer Service Leadership 118

Experience Investigators by 360Connext

FEBRUARY 9, 2015

A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/or Net Promotor Score.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

Beyond Philosophy

FEBRUARY 24, 2016

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. The problem is sales-based comp plans focus on the organization, not the Customer.

Net Promoter Score 113

Net Promoter Score Management Culture Employee Experience 113

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

SurveySensum

JANUARY 11, 2024

These tools aren’t just about efficiency; they are about creating a seamless workflow that empowers your team to deliver exceptional customer service. Today, businesses are opting for different work cultures and styles. Consequently, their ability to satisfy and delight customers also increases.

Demo 52

Demo E-support Culture Feedback 52

Thematic

NOVEMBER 28, 2019

At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company? To what extent do you tie open-ended customer feedback to your CX metrics?

ROI 100

ROI Net Promoter Score Metrics B2C 100

SurveySparrow

MAY 24, 2023

Customer-Centric Culture A customer-centric culture is the backbone of CX transformation. It involves embedding a customer-first mindset throughout the organization, from top management to front-line employees. Data-Driven Insights Data is the key to unlocking customer experience transformation.

Customer Experience 52

Customer Experience Net Promoter Score Social Media Customer Centricity 52

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Article 85

Article 2018 Customer Service Customer Retention 85

Customer Bliss

FEBRUARY 23, 2016

This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company. Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. Head of Customer Experience Trait No.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Culture 105

Culture Metrics Workshop Hotels 105

ShepHyken

JANUARY 18, 2022

Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. Some metrics may even lead to customer neglect.

Average Handle Time 75

Average Handle Time Sports Customer Experience Management Document 75

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. We also discussed how his CCO role is an expansion of a tradtional CMO role and why the company wanted to expand his role.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160