CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) Don't let new employees be the reason your efforts stall. This just doesn't work.

Customer Experience 59

Customer Experience Management Culture Customer Centricity 59

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. 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.” The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

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. Guiding Customers to Solutions Using Empathy.

Sales 99

Sales Employee Experience NPS Banking 99

CX Journey

JUNE 17, 2019

In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. Ultimately, it’s all on leadership.) Don't let new employees be the reason your efforts stall. This just doesn't work.

Customer Experience 33

Customer Experience Management Culture Customer Centricity 33

Qualtrics

OCTOBER 29, 2019

Your customers play a key role in helping coach your employees and has a win-win effect to help drive voice-of-customer change. Here’s how you can use employee coaching to enable better customer experiences. Manager and employee (1:1). Have employees come up with their own ideas.

Customer Satisfaction 22

Customer Satisfaction Voice of Customer Feedback Leadership 22

CX Journey

AUGUST 19, 2014

I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. And not being afraid of the answers - or the consequences and changes as a result.

Culture 64

Culture Employee Experience Leadership Innovation 64

CX Journey

JULY 27, 2017

"We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers? So, question everything.

Innovation 58

Innovation Webinar Employee Experience Culture 58