The Promise (And Perils) Of Customer-Focused Government Technology Transformation
Forrester's Customer Insights
OCTOBER 16, 2020
Technology transformation is a fundamental lever to change the working of government overall.
5 Top Customer Service Articles of the Week 6-28-2021
ShepHyken
JUNE 28, 2021
Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” My Comment: How would you like the customer service at a government agency to be as good as going to a Disney theme park? by Carl Smith.
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5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
Bipartisan Bill Would Elevate Federal Customer Experience by Frank Konkel. Nextgov) Legislation introduced in the Senate could infuse the federal government with some of the same customer experience principles in use by leading private sector companies. I’m looking forward to seeing how this works out.
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Six Ways to Actively Build a Customer-Centric Culture
Experience Investigators by 360Connext
JANUARY 5, 2021
They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.
5 Top Customer Service Articles For the Week of October 24, 2016
ShepHyken
OCTOBER 24, 2016
If you want to lose customers, then practice what this author tells you not to do. 3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Eggers and Greg Pellegrino.
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Forget Working On The Customer Experience, Focus On Competition
Maz Iqbal
DECEMBER 18, 2014
It would provide the impetus to do better: to focus on creating superior value for customers – including providing a better Customer Experience. Is it enough to ‘force’ the incumbents to pay attention to customers and do right by customers: focus on providing superior value for customers?
Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeff Toister, President at Toister Performance Solutions.
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5 Top Customer Service Articles for the Week of April 8, 2019
ShepHyken
APRIL 8, 2019
(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service. The short answer is yes.
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5 Top Customer Service Articles For the Week of April 27, 2020
ShepHyken
APRIL 27, 2020
Each week I read a number of customer service and customer experience articles from various resources. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. “Giving back” is part of the customer experience. Here are five ways to help you get customer-focused.
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March Madness! Events for Customer Experience Excellence
Experience Investigators by 360Connext
MARCH 16, 2015
Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!
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How Volkswagen is leading Customer Experience, With Jason Bradshaw – CB035
Customer Bliss
JANUARY 17, 2017
Lead Transformational Change in a highly change fatigued organisation, revitalising employee and customer focus while driving major process reform programs. Exceeded revenue targets by 30% and delivered green field ICT project providing sector wide savings and unprecedented levels of NSW Government Agency buy-in.
We’re Not Happy Until You’re Not Happy
ShepHyken
AUGUST 10, 2016
Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. People complain and joke about some of their experiences with government agencies. One bad employee can lose a customer and bring down a company’s culture. Follow on Twitter: @Hyken.
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DEEPEN Customer Experience Transformation: Enact, Part 3 of 3
West Monroe
JANUARY 30, 2019
Create a CX Governance. A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. Stay agile with a flexible governance framework. Build a Measurement Framework.
5 Top Customer Service Articles of the Week 6-13-2022
ShepHyken
JUNE 13, 2022
Customer Experience Is Getting Worse by Katie Deighton. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. This article has the answer.
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67 A 3-Stage Approach to Your Company’s New Customer Experience
Customer Bliss
APRIL 12, 2019
With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.
Coffee, Tea or Laptop?
ShepHyken
APRIL 19, 2017
Some industries are heavily regulated and must adhere to compliance and tough rules that they have no control over, and many of these rules or laws are not customer friendly. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Brainstorm the question with your employees.
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How food retailers can compete against Amazon’s Whole Foods and European grocers
Alida
JUNE 23, 2017
This in parallel with Amazon introducing lower cost Prime membership for citizens on government assistance programs. Now it’s clear that Amazon aims to sell customers everything, and therefore no retail spaces are safe,” writes Darrell K. Retailers should take up Bezos’ advice immediately.
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Easier Said than Done: Move the Needle with Your Customer Experience Strategy
CX Journey
MAY 5, 2015
My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. But…"How do I get my executives on board?"
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68 Earning the Right to Customer Experience Transformation at a Telecommunications Company
Customer Bliss
MAY 3, 2018
Patricia’s CCO role at MTN was created because the company was losing revenue, the CEO was customer-focused, and t he C-Suite decided that it was time to for a CX leader to sit in the boardroom. Patricia and her team united around a system of four governing principles in order to create change for customers and employees.
Customer Experience: Mandate to Momentum
Qualtrics
DECEMBER 15, 2021
The Presidential Executive Order on customer experience is a major milestone in the movement to bring the power of experience management to focus government policies, programs, and services on the people they are designed to help. Learn more about Qualtrics' solutions for government.
People, processes & partnership: How Luminus shakes up the energy market using Hello Customer
Hello Customer
AUGUST 24, 2020
million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8
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81 Why Customer Experience Excellence Requires HR Engagement
ClearAction
APRIL 3, 2015
Answering the question "How does our org structure best serve our customers?" CX governance structure: what does the company need, according to the organization and customers? Improve customer experience by eliminating CX functional boundaries. Related articles: 4 Customer Centric Culture Building Blocks.
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Leading Customer Experience as a Team Sport
ClearAction
FEBRUARY 13, 2023
In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. This is how both luxury and discount brands can have raving fans.
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Amplify Your Transformation with CX Champions - Part 1
CX Journey
AUGUST 1, 2018
Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.
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Amazing customer experience begins with engaged leaders
Thematic
JANUARY 2, 2019
Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.
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Starkey Hearing Technologies Wins Manufacturing Leadership Award through an Effective Customer Journey Mapping Program
Clarivate
APRIL 9, 2019
CustomersFirst Now analyzed their financial, operational, service, and product data with our proprietary algorithms, and generated another major benefit for Starkey by identifying “Revenue-at-Risk” if touchpoints with a poor customer experience didn’t improve. Now they could measure and manage this at-risk revenue.
5 Top Customer Service Articles For the Week of November 16, 2020
ShepHyken
NOVEMBER 16, 2020
Government sits at the bottom. 7 Ways to Improve Customer Experience for Your eCommerce Website by Shardul Deshmukh. Conversion rates can be boosted greatly by improving customer experience. This article has some good ideas on how to improve the eCommerce experience your customer has with you and your company.
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People, processes & partnership: How Luminus shakes up the energy market using Hello Customer
Hello Customer
AUGUST 24, 2020
million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8
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Goodbye Mammoth Digital Transformation Projects. Hello Digital Business
Think Customers
OCTOBER 12, 2020
If they do it right – with a customer focus — they will one day step back to see that they have digitally transformed their business and created an entirely new and better way of doing business that’s led by digital. Business leaders aren’t trying to build a utopian version of their business led by a complete digital overhaul.
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52 Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!
Natalie Petouhof
APRIL 7, 2016
Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Customer experience should not be governed by a department or fiefdom business model. It must be driven by being customer-focused regardless of which department “owns” the channel.
What is Customer Experience Design?
ReviewTrackers
JUNE 29, 2017
There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. The use of customer experience design can help solve some of the world’s most pressing issues such as poverty, healthcare, and access to clean water.
Is Customer Experience Worth It? And Much How Should You Invest?
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. This is a question I get all the time. You need to act on them!
Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day
Beyond Philosophy
JANUARY 16, 2018
Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.
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Why Customer Service Employees Need Guidelines Not Just Rules
CSM Magazine
JUNE 23, 2016
Guidelines enable employees to exercise personal judgment which may mean all the difference between retaining and losing a customer. Customer satisfaction often leads to loyalty which greatly improves the company’s overall profitability. It’s impossible to make rules to govern every possible scenario that may occur.
Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?
ijgolding
NOVEMBER 29, 2017
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? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?
It's Not Where You Start. or Is It?
CX Journey
NOVEMBER 10, 2015
Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Governance : Governance is about both oversight and execution. And none of them are "one and done" tools.
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10+ types of customers to know in 2023
BirdEye
JUNE 22, 2023
These customers are difficult to upsell because they’re laser-focused on your brand satisfying a particular need and nothing else. To retain these customers, focus on developing positive interactions and building a relationship. They include large corporations, government bodies, or sizable non-profits.
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Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.
Customer Care … CRM … Customer Experience — What’s the Difference?
ClearAction
DECEMBER 14, 2017
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The purpose of any organization is to serve a customer need.
8 Steps for Customer Experience Change Management
CX Journey
AUGUST 26, 2014
This is where your governance structure comes into play. Changing the organization''s DNA to be more customer-centric is not a project for one person to undertake; this is an organization-wide effort. As such, the governance structure is critical to the foundation of any customer experience effort.
Think ‘Outside-In’ to Improve Customer’s Experience: CX Lessons by Dr. Maneesha Pednekar, Director – Quality, Atos International
Customer Guru
MARCH 1, 2018
Especially, driving Quality and Customer Experience initiatives is very close to my heart. Atos itself puts a lot of focus on being customer focused and also in helping our clients improve their customers’ experience with technology and digital thinking.
Creating World-Class Customer Experience Teams
ClearAction
JUNE 8, 2015
As such, some companies have established a chief customer officer or a central CX team at the corporate and/or business unit level to facilitate customer focus and CX improvement across the organization. Shared Vision is Essential for Customer Experience Strategy. 4 Customer Centric Culture Building Blocks.
Think ‘Outside-In’ to Improve Customer’s Experience: CX Lessons by Dr. Maneesha Padnekar, Director – Quality, Atos International
Customer Guru
MARCH 1, 2018
Especially, driving Quality and Customer Experience initiatives is very close to my heart. Atos itself puts a lot of focus on being customer focused and also in helping our clients improve their customers’ experience with technology and digital thinking.
From Zero to $5 Billion Powered by Customer Service Experience
Win the Customer
DECEMBER 29, 2015
Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.
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