Customer Bliss

SEPTEMBER 27, 2018

Sometimes, because we’re so entrenched with our work and the culture of the organization, we need an outsider to help further the agenda with the various players. As Lucy mentions, this work isn’t just about the leaders and the folks at the top of the chain, it’s also about acquiring the right talent that can help execute.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

CX Journey

DECEMBER 11, 2018

Rob created a Shared Values Process/Operating System, which is a training and culture change tool. In 2012, I wrote about his first book, Brand Integrity , and in 2013, I wrote about his second, Engaged! This book outlines the foundation for his "people operating system."

Leadership 151

Leadership Guidelines Travel Culture 151

NICE inContact

JULY 25, 2019

According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 80

Employee Engagement Banking Culture Engagement 80

C3Centricity

OCTOBER 7, 2020

Since Zappos talks so openly about their culture and also shows the value of it by becoming incredibly successful, many other companies have strived to follow their example. This post is a revised version of an article that was first published on C3Centricity in 2012 and regularly updated ever since.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in. Exploring Customer Care in the Subscription Economy. Agents need to feel heard to keep morale and engagement high.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

MARCH 20, 2017

With this technical transformation, many of the concerns about WAH that clients had in 2012 have been erased. Agents who have tenure in our physical environment have been immersed in the brand experience of our clients and understand how our culture drives our service. But what about the people concerns?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Storyminers

SEPTEMBER 19, 2016

I did a little searching on the web and found a 2012 blog post by Bart Lorang (@bartlorang) of FullContact.com that introduced the topic and its rationale four years ago. What a great way, in my opinion, to send a strong signal to the workforce that disconnecting and recharging is important. They’re probably not the first….

Employee Experience 150

Employee Experience Policies Customer Experience Brands 150

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

OCTOBER 10, 2017

People and culture. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. Because this is very important to how he outlines his experience work, it’s important to list them up front. We’ll get into further detail later: Brand. Target markets. Product/service strategy. Channel strategy.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Experience Matters

FEBRUARY 10, 2016

We surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX).

Employee Engagement 120

Employee Engagement Report Engagement Groups 120

Heart of the Customer

SEPTEMBER 11, 2014

Related posts: Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics This is the sixth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. Check it out!

Customer Experience 132

Customer Experience Net Promoter Score Report Banking 132

Kerry Bodine

MARCH 16, 2018

That was true when we conducted our research in 2012, and it still stands true today. Those seeking to create a customer-centered culture need both disciplines in order to make greater headway against the tide of personal and organizational resistance to change. Now I need to become an expert in organizational change.”

Case Study 136

Case Study Conference Hotels Study 136

Magellan Solutions

JANUARY 29, 2024

Setback to Strengthened Purpose: Chua reflects on a significant moment, “Facing a significant income drop in 2012 because of the departure of our client, a Fortune 500 company. It fosters a workplace culture where dedication, teamwork, flexibility, integrity, humility, and initiative thrive. Success is a shared triumph.”

Call Center 98

Call Center Leadership Culture Customer Centricity 98

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in. Exploring Customer Care in the Subscription Economy. Agents need to feel heard to keep morale and engagement high.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture Employee Engagement Company Engagement 12

One Millimeter Mindset

JANUARY 7, 2021

Instead, the root cause impacting team success often resides in ingrained cultural mindset and behaviors which remain comfortably seated at the business table with you. Second perspective: When departmental leadership reinforces professional elitism, a culture of “Our Departmental Value” versus the “Value of Other Departments” emerges.

Leadership 89

Leadership Culture Guidelines Strategy 89

CX University

MAY 16, 2023

Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Beyond Philosophy

MARCH 8, 2017

Back in 2012, we did some research involving over 40 telecoms. If a telecom with a truly customer-centric culture emerge with a committed eye to improving the Customer Experience, they could dominate market share. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

ReviewTrackers

APRIL 7, 2021

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Build a people-first culture. So keep your employees happy.

Banking 94

Banking Management Social Media How To 94

ReviewTrackers

APRIL 2, 2019

In 2012, Edelman Insights found that financial services and banking was the industry consumers trusted the least — even less than they did the media sector. There’s a reason why, in the aftermath of so many scandals, banking became the least trusted industry in 2012. Build a people-first culture. So keep your employees happy.

Banking 90

Banking Management Social Media Financial 90

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. And to do that, effective CMOs play a larger role, taking on additional responsibilities in areas as diverse as internal culture, talent, IT purchasing, and customer engagement. So just how long have you been in your position?

Marketing 249

Marketing Brands Analysis ROI 249

Kerry Bodine

JULY 31, 2018

There’s also a lot of work that CX professionals do to improve the employee experience and corporate culture. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. For those reasons, I stand proudly behind my latest Venn diagram.

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

ijgolding

JANUARY 15, 2016

Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

Customer Guru

AUGUST 21, 2018

He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Service Untitled

MARCH 10, 2014

With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. ” Encourage employees to focus on customer experiences and make each unique experience a part of the company culture.

Culture 68

Culture Call Center Customer Centricity Customer Satisfaction 68

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. And to do that, effective CMOs play a larger role, taking on additional responsibilities in areas as diverse as internal culture, talent, IT purchasing, and customer engagement. So just how long have you been in your position?

Marketing 229

Marketing Brands Analysis ROI 229

CX Journey

OCTOBER 12, 2016

It is a modified version of a post that I wrote for CX Journey back in 2012. Why don't we ask, on a regular basis, where employees stand; how they feel about the organization, management, culture, and vision/direction; and if they have everything they need to be successful in their roles? It appeared on their blog on September 5, 2016.

Company 80

Company Employee Experience Culture Customer Service Representative 80

Beyond Philosophy

JUNE 26, 2017

Not only that, their pop culture nickname, “Whole Paycheck,” indicates that prices were not competitive with the increasingly saturated organic and healthy food market industry. Amazon is Thinking Out of the Box for Fashion Forward Customers. Earlier this year, Bloomberg reported that many malls are defaulting on their retail mall loans.

Retail 122

Retail Fashion Consulting Customer Service Representative 122

Service Untitled

FEBRUARY 27, 2013

Sadly one of the problems is that Kenmore and Craftsman, although still strong in the Sears’ culture, are now outsourced and sadly that leads to repair problems; so much so that Sears is now a bankruptcy target with a loss of $3.1 billion in 2012. Sears went online in 1997, but their entire culture is essentially broken.

Customer Service 61

Customer Service Poor Customer Service Culture Retail 61

ShepHyken

MARCH 21, 2017

Additionally, Oreck is an international consultant in corporate culture, branding, leadership, employee engagement and legendary service. She was named 2011/2012 Professional Woman of the Year by the National Association of Professional Women.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. How can something like strong customer culture be quantified? Business Performance Leadership.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Company Competitive Advantage Conference 40

Magellan Solutions

MAY 6, 2024

Examples of onshore outsourcing: Outsourcing within the same country Key advantages of onshore outsourcing: Cultural and linguistic alignment Faster communication Further, onshore providers may be better qualified to navigate domestic regulations and compliance requirements, reducing their clients’ administrative burden.

Resources 97

Resources Telecommunications Return on Investment Culture 97

ijgolding

JULY 1, 2015

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience.

Customer Experience 120

Customer Experience Travel Retail Infographics 120