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. The typical journey map is usually insufficient.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Horizon CX

MARCH 19, 2022

So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Clarivate

APRIL 9, 2019

They knew they needed a way to identify what mattered most to their customers and a way to drive their own focus and actions to improve those customer interactions, so Starkey focused on mapping their customer journey. There is a strong correlation between customer experience and financial outcomes.

Customer Journey Mapping 45

Customer Journey Mapping Customer Journey Technology Leadership 45

Experience Investigators by 360Connext

DECEMBER 17, 2019

If you’ve embarked on a journey mapping initiative , are you sitting motionless in the water, hoping the wind will take you where you want to go… or are you “tacking” by assessing where you are, where the wind is blowing, and asking what’s next? 6: Improve Employee Experience to Improve Customer Experience.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The role of the Chief Customer Officer is to unite leaders and the organization in building a one-company version of their customer journey.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

JUNE 6, 2019

With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job. Her love for being customer-focused was what helped drive her success at Dropbox, . Take Your Leadership Teams Through the Customer Journey.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. L’article John Paul expands leadership in APAC est apparu en premier sur John Paul. www.johnpaul.com.

Leadership 40

Leadership Automotive Hospitality Travel 40

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW: Customer Experience Technology. How have recent technological advances affected the experiences you have as a customer?

Technology 265

Technology Customer Experience Social Media 2015 265

Customer Bliss

APRIL 23, 2019

Recently, I’ve been getting a lot of calls from recruiters for very, very high-level CX leadership roles. Look for language around leadership engagement, culture, and that your role is defined beyond tactics. Look at leadership decisions that have been made. Get to Know the Leadership Team. Get Into the Underbelly.

Chief Customer Officer 135

Chief Customer Officer Leadership Customer Journey Mapping Culture 135

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

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

Customer Bliss

OCTOBER 13, 2015

Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Use your Customer Journey framework that you established in Competency Two (Align Around Experience) to inventory all of the current projects, organized by the stage of the experience they impact.

Customer Journey 173

Customer Journey Leadership Presentation Customer Focused 173

Customer Bliss

JULY 26, 2016

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Article 61

Article Customer Service 2023 Customer Centricity 61

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. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Then do it all over again.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

SEPTEMBER 13, 2021

(Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. My Comment: I hear it over and over again from B2B leadership. That’s what you’re being compared to.

Article 154

Article 2021 Customer Service B2C 154

Customer Bliss

NOVEMBER 28, 2017

Use the Customer Journey Map As a Tool to Measure Success. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. The customer journey map was used as a culture and leadership uniting tool.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. They rarely have full visibility into the customer journey. Instead, they end up helping each department or task force understand HOW to map their own journey.

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. The trick is learning to differentiate good friction from bad, and to understand when and where adding good friction to your customer journey can give customers the agency and autonomy to improve choice, rather than automating the humans out of decision-making.

2022 68

2022 Article Customer Service Magazine 68

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Your opportunity is to gain leadership’s attention to this simple definition of success.

ROI 135

ROI Customer Experience Leadership Metrics 135

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

ShepHyken

DECEMBER 29, 2020

That engagement is more than just satisfaction—it’s about an emotional connection with your customers. 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.

Customer Centricity 77

Customer Centricity Culture Leadership Measurement 77

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Customer Bliss

MAY 19, 2016

I did want to create a quick blog post about customer experience competencies, however. I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Books 171

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss. Sioban Massiah. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Is it easy for your customers to get billing information and questions answered?

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

Customer Bliss

SEPTEMBER 26, 2017

Assisting organizations and professionals not only to learn but execute business strategies that will refocus company efforts to Customer Success. By creating a unified focus on the most important asset of the organization – The Customer. Together we can make every day better for our customers and I am happy to help.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Customer Bliss

APRIL 4, 2018

Donna learned that when it comes to prioritizing initial work to improve customer-focused operations, you must first understand how the company d efines and communicates the role and value of the CCO. Spend time defining what each of these customers are. Get leadership involved. CustExp Click To Tweet.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

MAY 26, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

Customer Bliss

JANUARY 12, 2017

We’ll run through these now as relates to your customer strategy. Customer strategy: Commit. It’s about gaining leadership clarity and commitment to what you’re going to do. For some seasoned executives who think more about product, price, and process, this customer focus is scary. They may push back.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197

ShepHyken

FEBRUARY 16, 2020

Here are some important reminders for us to consider, starting with creating your Customer Journey Map. Predictive AI and Customer Experience: What’s Next? 16 Inspiring Customer Service Quotes To Swear by Krishna Charan. I’m still surprised at the number of businesses that haven’t even created their JM.).

2020 131

2020 Article Customer Service B2B 131

NICE inContact

MARCH 26, 2019

Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Have customer focus as a shared value at all levels.

Customer Experience 60

Customer Experience Contact Center Webinar Customer Centricity 60

PeopleMetrics

DECEMBER 12, 2017

It is about setting up “listening posts” to collect customer feedback and sentiment, then leveraging that data to expose actionable insights that can be used to improve operations and the end-to-end customer journey.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84