C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. This is why I decided to take the four other qualities mentioned and see how they influence the adoption of such a culture within an organisation. However I have found in working with clients that it is the culture change that makes the biggest impact.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That statistic compares to 51% only five years earlier (2013).

Culture 83

Culture Leadership Exercises Groups 83

Comm100

FEBRUARY 19, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. It must be built into a company’s values and foundations: “Some organizations and brands have empathy baked into their culture and it pervades everything they do”, explains Swinscoe. Others have been found wanting.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. Recently, Yelp and Amazon have faced similar controversies after former employees publicly criticized their culture.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

C3Centricity

DECEMBER 31, 2018

And it involves a culture change to move the organisation in this direction. This article has been amongst the top twenty posts every year ever since it was first published back in 2013, a staggering five years ago! In its simplest form a customer first strategy is about thinking customer first in everything you do.

Brands 293

Brands Strategy Customer Journeys Infographics 293

Customer Bliss

JULY 11, 2017

She has twice been selected by the Silicon Valley Business Journal – in 2011 as one of Silicon Valley’s “40 Under 40” young tech leaders, and in 2013 as one of Silicon Valley’s 100 Most Influential Women. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.”

Leadership 0

Leadership Customer Experience Report Innovation 0

Beyond Philosophy

NOVEMBER 17, 2014

The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. Google, is well known for having an Empowered culture that encourages employees to take ownership in their role in the company’s success.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

ijgolding

AUGUST 12, 2018

In 2013, I conducted an independent research study to understand exactly what it was that customers ‘wanted’ from organisations. What customers ‘wanted’ in 2013, is unlikely to be remarkably different in 2018. We must be able to get the fundamental basics right before we even start thinking about things that may delight the customer.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. customer experience customer focus customer-centric culture' Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

NICE inContact

SEPTEMBER 30, 2019

But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). Myth #3: Company culture suffers with remote work programs.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

BlueOcean

APRIL 20, 2023

Over the course of the podcast, we discuss Sean’s journey as a gay Asian-American executive navigating new cultures, his focus on building a culture of family at ONQ, his dedication to mentoring employees even when they leave, and a lot more. And that speaks to how we built the culture. Can you talk to me about that?

Contact Center 156

Contact Center Culture Course Training 156

ijgolding

DECEMBER 11, 2014

By 2013 Norwegian had started to receive awards for the best European low-cost carrier – a trend that has continued into 2014. Norwegian’s website offers a wealth of insight into the strategy and culture of the business. So are the plaudits that Norwegian is receiving reflective of the experience?

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Lumoa

SEPTEMBER 16, 2022

A significant change since 2013 when it is the other way around. Digging through the reasons for these changes can be from many factors such as digitalization, the rise of millennials, cancel culture, politics, etc. Scoring nature due to cultural and regional biases.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Alida

JUNE 23, 2017

If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. “If

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

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

Maz Iqbal

OCTOBER 9, 2014

Little Change In The State of Customer Experience Excellence From 2013. Here are my take on this Top 10 list in comparison with 2013 : Virgin Atlantic and Ocado have dropped out of the Top 10. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). Let’s start with the dominant themes.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Develop Your Core Values to Drive Growth and Prove Commitment.

Government 120

Government Customer Experience Management Customer Experience Management 120

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

Magellan Solutions

JANUARY 13, 2021

LPOs must bear the 27001:2013 or the ISO/ISMS Certification. Why An LPO Needs ISO/ISMS 27001:2013 Certification. Why ISO/ISMS 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard. ISO/IEC 27001:2013 provides globally recognized information security controls.

e-support 40

e-support Competitive Advantage System Data 40

Magellan Solutions

JANUARY 13, 2021

Why ISO 27001:2013 Certification is a Must for an LPO Provider. ISO/IEC 27001:2013 certification is the golden standard. ISO/IEC 27001:2013 provides globally recognized information security controls. What are the Benefits of ISO 27001:2013? Build a security-based culture within the organization. Fast and Secure!

e-support 40

e-support Competitive Advantage System Data 40

Heart of the Customer

SEPTEMBER 11, 2014

The report simulates a CX Believer, a CX Non-Believer, and compare the results with the S&P 500 in stock purchases from 2007 through 2013. What distinguishes Watermark’s results from others is that they tie customer experience directly to stock performance. Check it out! The post How does customer experience pay?

Customer Experience 132

Customer Experience Net Promoter Score Report Banking 132

Kerry Bodine

MARCH 16, 2018

In 2013, Author Mark Manson wrote that maybe we shouldn’t bother asking what we want. “A 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

Customer Bliss

APRIL 19, 2019

This open floor plan allows him to work better with the people around him; they spend a lot of time working together in a culture that’s transparent, team-focused, and not hierarchical. He explains that his corporate office is an open floor concept, where he’s in close proximity with other leaders in the corporation.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

CX University

JANUARY 10, 2025

From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. However, after 2013, the momentum slowed. HCAHPS: Patients’ Perspectives of Care Survey | CMS [1] Initially, HCAHPS scores showed significant improvements. percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

ReviewTrackers

MAY 15, 2020

Meanwhile, only 27 percent of Millennials believe that a company’s purpose is to make money (down from 35 percent in 2013). Diversity, inclusion, and strong company values make a big difference. 14: Most “highly inclusive organizations” generate 2.3 times more cash flow per employee, generate 1.4

Brands 123

Brands Employee Engagement Financial Culture 123

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. As Peter Drucker once said, “Culture eats strategy for lunch.”

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. There’s also a lot of work that CX professionals do to improve the employee experience and corporate culture. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

C3Centricity

JULY 26, 2018

According to the Weather Channel its snowfall broke records in Worcester, MA, although in most other places it fell far below that of other storms from 2013 all the way back to 1978. Recruit a diverse team of internal experts from different areas, levels, and cultures from within the company.

Competitive Advantage 189

Competitive Advantage Advertising Trends Exercises 189

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. Is the culture fear-based or does it seek to empower? Episode Overview. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change.

Omni-Channel 0

Omni-Channel Healthcare Loyalty Programs Metrics 0

AWS Machine Learning

FEBRUARY 5, 2025

Developed by Todd Gamblin at the Lawrence Livermore National Laboratory in 2013, Spack addresses the limitations of traditional package managers in high-performance computing (HPC) environments. His passion extends to his proclivity for travel and diverse cultural experiences. He integrates cloud services into aerospace applications.

Multi-Channel 70

Multi-Channel Analytics Data Travel 70

Bill Quiseng

JULY 28, 2014

There are other ways of promoting a culture of customer service, such as: Establishing standards of service. This mentality stems from his FIRM belief that a healthy and fun culture within an organization will lead to a more dedicated and productive employee. Vendors have to develop an integrated approach to customer service training.

Customer Service 126

Customer Service Hotels Social Media Software 126

NICE inContact

OCTOBER 10, 2018

CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. If you build it into the fiber of the culture, starting with on-boarding, you are building a foundation that cannot be erased when quarterly priorities shift. 3) What are those community CX resources you recommend?

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Customer Experience Trends 2013: Amazon Claims Top Position. I’d love to hear your examples in the comments below. You Will Now.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

DCX

OCTOBER 22, 2024

Second, create a culture that celebrates learning from unsuccessful ideas. In 2013, they launched FastPass+, a system allowing guests to book ride times months in advance using wearable MagicBands. It's not a dead end; it's a detour that often leads to even better destinations. You'll be amazed at the insights that emerge.

Social Media 52

Social Media e-support Innovation Course 52

ijgolding

JUNE 14, 2016

Four factors made up over 50% of all responses for the enablers : Organisations specifically wanting to have a better understanding of their customers (rather than an inward looking culture) 22%. When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120