TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

JUNE 5, 2024

Here’s how these initiatives will empower your brand: Conversational Listening : Moving from static to dynamic, conversational feedback solicitation will significantly improve the quality and quantity of customer insights.

2024 260

2024 Social Media Innovation Document 260

Maz Iqbal

DECEMBER 22, 2014

What Has This To Do With Leadership? I invite you to consider that this distinction between ‘caring about’ employees and ‘caring for’ the person whether under the label ‘customer’ or the label ‘employee’ can be used to distinguish between management and leadership.

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

Maz Iqbal

DECEMBER 30, 2014

Filed under: CRM , Customer Insight (inc VoC) , Customer Philosophy , Customer Service , Leadership / Change / Transformation Tagged: art of being and becoming , cause , customer centricity , leadership , organisational change , path to greatness , personal change , Possibility.

Leadership 59

Leadership Customer Philosophy 2015 Travel 59

Peter Lavers

FEBRUARY 18, 2015

Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action. As with most cultural challenges, it takes time, determination and consistency in leadership.

Customer Insights 70

Customer Insights Culture Insights Competitive Advantage 70

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. That’s not true.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Forrester's Customer Insights

MAY 18, 2022

Whether you refer to digital transformation, customer experience transformation or sustainable transformation, the most important success factor is often the same, whatever the industry. As my colleague Katy Tynan sums it up, this is more about leadership change than about […].

Leadership 26

Leadership Management Reference Culture 26

Peter Lavers

FEBRUARY 12, 2015

As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies.

Customer Insights 64

Customer Insights Insights Leadership NPS 64

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Higher internal engagement in using customer insights for seamless journeys? This is central to becoming more customer-centric, differentiated, efficient, effective, and prosperous.

Customer Centricity 48

Customer Centricity Voice of Customer Customer Insights Feedback 48

Alida

JANUARY 11, 2024

Your insights program is humming along like a precision engine. Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction. Imagine yourself at this time next year. New products are exceeding their targets after being shaped and named by studies you ran.

2024 130

2024 Innovation Leadership Customer Satisfaction 130

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 260

ROI 2023 Events Insurance 260

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

Leadership 40

Leadership Customer Journey Mapping Reference Customer Journey 40

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

ClearAction

JUNE 25, 2023

is riskier when it’s not rooted in customer insights and agile development. Get crystal clear with performance standards, accordingly, for both non-customer-facing and touchpoint groups. Ask your CX teams to adjust the ways the collect, communicate, and champion customer insights to educate every work group.

E-support 62

E-support Leadership B2B Demo 62

Lumoa

APRIL 6, 2023

By breaking down silos, companies can understand what customers are going through and make sure their experience is consistent across channels. Revisit Organizational Culture Gaps in organizational culture often regrettably stem from a less-than-ideal leadership style.

Customer Experience 83

Customer Experience Customer Centricity Culture Leadership 83

ClearAction

AUGUST 3, 2023

is riskier when it’s not rooted in customer insights and agile development. Everything every work group does should cater first to them and secondarily to other customer groups.Get crystal clear with performance standards, accordingly, for both non-customer-facing and touchpoint groups.

Customer Experience 62

Customer Experience B2B Leadership Customers 62

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. That’s not an excuse for tyranny…the CCO doesn’t simply get to come in and start bossing the rest of the leadership team around.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We CX ALL helps companies hardwire their ‘customer story’ to their ‘money story’.

Banking 83

Banking Feedback Management Culture 83

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. Customer experience success only comes with cohesive and consistent efforts from leaders throughout the organization.

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

ClearAction

JANUARY 8, 2024

Do they ensure value is increasing for customers whenever changes in the business are needed? If your answer is “no” to any of these questions, you’re under-using customer insights! Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

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

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “Leadership matters. If we’re being the best version of ourselves and showing up, taking care of ourselves, then employees strive, then customers thrive.”

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. It’s tempting to get stuck on the leadership level. Lack of good data.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Experience Investigators by 360Connext

JUNE 13, 2023

Customer experience requires attention, discipline, and meaningful leadership. Why do we think that way about customer experience? Related: Download the CX Charter Guidebook CX Center of Excellence A Customer Experience (CX) Center of Excellence is another strategic option for organizations.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. 5 Areas of Customer Insights You’re Missing.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

ClearAction

JULY 11, 2023

Customer Service rescues value from churning to competitors. It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Use data mining thoroughly in Customer Service to identify patterns in customer expectations. Experience Leadership Mastery sets you up for success.

Customer Service 48

Customer Service Leadership Webinar Consulting 48

Experience Investigators by 360Connext

OCTOBER 26, 2017

First-hand customer stories help others internalize what needs to change. Many leadership teams only explore the buyer’s journey, not the overall customer journey. It’s great that your Customer Insights Team is privy to the reports. They do nod along in meetings when leadership announces the next big idea.

Net Promoter Score 231

Net Promoter Score NPS Customer Centricity Leadership 231

ClearAction

JULY 28, 2023

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. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). Aligned with the leadership team to connect customer experience improvements to the top five goals of the organization – making it the work, not work layered on top of the “real work” (we all have seen this before).

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Customer Bliss

JUNE 1, 2017

Real-time data is a problem for customer experience. A whopping 95% of companies indicated they were “unable to make sense” of real-time customer insights. Companies are thus limited in their ability to serve or understand customers in real-time, which has a bottom-line impact. What can we learn?

Insights 177

Insights Technology Leadership Consulting 177

Customer Bliss

AUGUST 1, 2019

Jon wanted to figure out how to bring the perspective of customers back into the business to influence the way they build products, deliver services, and develop company strategies. It was important that he used customer insights to create meaningful work. . Be customer-focused (centricity). Cultivate thought leadership.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165