Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

Customer Focused 129

Customer Focused E Commerce Multi-Channel E-support 129

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 184

Customer Focused Leadership Books Social Media 184

ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers.

Leadership 122

Leadership Culture Customer Service Training Reference 122

Customer Bliss

JUNE 2, 2016

It’s called The Human Duct Tape Show because CCO work often is akin to being a form of human duct tape — and if you want really actionable insights and plans in terms of how people broke down silos and stitched together cross-functionality in the name of the customer in huge companies, those episodes all have some great examples.

Customer Focused 135

Customer Focused Download Leadership Customers 135

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. I recall a new restaurant with great food and impeccable service that quickly built a following.

Customer Focused 55

Customer Focused Culture Customers Contact Center 55

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership Listening Recipes. Establish a “Be Our Customer” immersion process.

Leadership 154

Leadership Customer Journey Presentation Connections 154

Brad Cleveland Blog

JULY 27, 2023

Unfortunately, that’s not always the case with customer service coaching. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. 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.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

InMoment XI

MAY 24, 2022

Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: How Does EX Improvement Impact Customer Behavior? For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 295

Employee Experience Culture Financial Leadership 295

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Culture Automotive 260

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. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Here are three ways to reach Micah: email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Brad Cleveland Blog

JULY 27, 2023

Unfortunately, that’s not always the case with customer service coaching. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. I recall a new restaurant with great food and impeccable service that quickly built a following.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. customer’s experience, first create a baseline by understanding your current state.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Involve Your Customers: No one knows what your customers want better than your customers. What gets measured gets done.

Customer Focused 56

Customer Focused Culture Competitive Advantage Measurement 56

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 60

Leadership Automotive Hotels Culture 60

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept.

Leadership 72

Leadership Customer Experience Fashion Culture 72

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. Quotes: “Every interaction with the customer matters. ” Tune in!

Net Promoter Score 89

Net Promoter Score Customer Centricity Culture Employee Experience 89

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

ijgolding

NOVEMBER 29, 2017

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 59

Customer Centricity Leadership Customer Focused Customer Experience Professionals 59

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Everybody is a customer. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix.

Leadership 139

Leadership Books Customer Focused Customer Service 139

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. Develop your customer experience strategy. It unites the organization in building a framework for “Earning the Right” to Customer Asset Growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.

Leadership 59

Leadership Blog Loyalty Customers 59

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside.

Customer Service 145

Customer Service Leadership Customer Service Training 2020 145

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This vision must be shared by your CEO and Senior Leadership Team. They need to set you up to foster holistic customer focus across the entire organization.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Bring the best parts of personal service over to your professional team to ensure your customers feel special. .

Presentation 40

Presentation Leadership Customer Success 2017 40

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. Voice of Customer.

Customer Experience 139

Customer Experience Net Promoter Score 2021 Transportation 139

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60