InMoment XI

FEBRUARY 1, 2024

While it might lack the nuanced storytelling of unstructured data (we’ll get there in a second), structured data offers the definitive “what” in the story of customer and business interactions—the concrete, quantifiable facts that are essential for informed strategy and planning.

Social Media 260

Social Media Insights Metrics Loyalty 260

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir. Nate Brown.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Has it been deliberately designed to be customer-centric? Being customer-centric means that the customer is at the heart of everything you do; before every decision you make, every product or process you design, everything you do, you pause to ask: “How will this impact the customer?

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience.

2024 80

2024 Article Customer Service Government 80

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. Path 1: Customer Experience 101. Learning Paths, Defined.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

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

GetFeedback

MAY 9, 2019

We’ll go into more detail below as to why, but for now, here is our definition: Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. Yes, you can steal that definition. Why is customer experience important? We won’t mind. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

CloudCherry

FEBRUARY 6, 2020

From the importance of breaking down silos to the top 3 pieces of advice he’d offer in terms of meeting- and exceeding- customer expectations (no spoilers), as well as the goals he’d suggest we keep at the forefront this year (hint: co-created value is gonna be a big one), Bob provides a mini masterclass in collaboration.

Books 195

Books 2019 Customer Centricity 2020 195

Stella Connect

NOVEMBER 16, 2021

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). Let me start by defining employee experience.

2021 100

2021 Definition Culture Employee Experience 100

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, if these former brands had a more customer-centric culture, they would probably be here today because they realized that the market is moving on and appropriately adjusted.

Culture 167

Culture Airlines Call Center Customer Centricity 167

RapportBoost

DECEMBER 10, 2018

But I definitely think it’s interesting, I can say I am really weary of getting into generational differences, it is like nothing gets really simplistic and stuff are just based on assumptions. Kaye: Yeah, I am definitely finding that as well. But I don’t know if maybe it is the introduction of A.I

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

SurveySensum

FEBRUARY 2, 2024

So, what are these customer engagement indicators that you need to measure in 2024? 5 Customer Engagement Metrics to Watch Out for in 2024 1. Overall Customer Engagement Metrics 1. Customer Satisfaction Score Definition: A metric that measures how satisfied customers are with a product or service. →

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

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

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition.

2020 120

2020 Customer Experience Definition Metrics 120

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

CX Journey

JANUARY 23, 2019

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Happy employees lead to happy customers.

Culture 37

Culture Leadership Definition Customer Centricity 37

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is not complicated, yet so often, the customer element of strategy is missing.

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

2021 77

2021 Customer Experience Net Promoter Score Workshop 77

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition.

Definition 90

Definition Metrics Customers Customer Experience Management 90

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Engagement 68

Engagement White Paper Definition Consulting 68

Oracle

MARCH 7, 2019

However (there is always one of those), while the awareness, definition, and significance of CX has evolved significantly, a full understanding of it hasn’t. Despite the rhetoric having changed, there’s still a lack of understanding of what it takes to become a sustainable customer-centric organization.

2011 103

2011 E-support 2019 Customer Centricity 103

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? Both promise greater employee engagement and enhanced financial performance. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 40

Culture Net Promoter Score Employee Experience Roadmap 40

CX Journey

MARCH 12, 2015

Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.” We craft our surveys to explore the perceptions that employees have inside their organizations. Particularly their alignment.)

Culture 66

Culture Engagement Customer Centricity Entertainment 66

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Employee Experience: The Missing Ingredient. I love that.

Sales 99

Sales Employee Experience NPS Banking 99

CX Journey

SEPTEMBER 19, 2014

Have you thought about this question: "In your company, are customers persona non grata?" I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. Can you see how this relates to your customers? Simon Sinek.

Customer Centricity 64

Customer Centricity 2013 2014 Poor Customer Service 64

Beyond Philosophy

MARCH 19, 2015

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. Employee Engagement Reaches Three-Year High.”

Engagement 104

Engagement 2006 Customer Experience 2012 104

Strativity

SEPTEMBER 1, 2015

Support the results of experience-oriented recruiting and decruiting practices by immersing your employees in a culture of delight. Employee experience is the sum total of the supporting environment enabling employees to perform. For the purposes of definition, “Thank you” is not a compliment.

Culture 67

Culture 2010 Employee Experience Travel 67