Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' What if your company spread the news about great experiences just as much as bad ones?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

OCTOBER 24, 2014

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. I wrote about the ‘Bursting of the Tesco bubble’ in July 2014. Tesco continued their unfortunate journey from world domination to public implosion.

Retail 290

Retail Financial Report Customer Retention 290

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Experience Matters

OCTOBER 14, 2014

Related: State of CX Management, 2014 ). CX is about culture, not a veneer. Cannon mentioned that great leaders create culture that creates great customer experience. Alignment is well worth the investment of time. Related: The Untapped Value of Employee Engagement (Infographic) ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.

Culture 102

Culture Customer Experience Loyalty Customer Engagement 102

Vonage

JULY 29, 2015

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Rather, a leader’s only chance to get the preponderance of these interactions right is to develop a shared cultural understanding of what needs to be done and why. How to get started today.

Culture 120

Culture Customer Service How To Social Media 120

Customer Bliss

DECEMBER 23, 2014

In 2014: What story emerged about who you are and what you value? Driving Culture Change beloved companies moments of customer interaction moments of truth telling a beloved company story' Did your decisions reflect what you intended? Are your decisions compelling customers to tell others to try your products and services?

Culture 176

Culture Interaction Company Marketing 176

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. In 2014, customer’s expect ethics as standard. . Here, it occurs to me that it is worth pointing out that First Direct is No 1 on the 2014 list of CX Champions. John Lewis is No 2.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

CX Journey

AUGUST 1, 2014

It appeared on their blog on April 14, 2014. In case you missed all the announcements that 2014 is the year of the journey map, why, and what that means, here''s a little background on journey maps. And are you using a customer journey map to onboard or to train your employees in order to reinforce your customer-centric culture?

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. 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.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

ijgolding

DECEMBER 11, 2014

11th December 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. Let the review commence! Date Review Conducted. Flights Experienced.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

Beyond Philosophy

NOVEMBER 17, 2014

Here’s a look at their stock over the past year: Source: Nasdaq.com on 10 September 2014. Google, is well known for having an Empowered culture that encourages employees to take ownership in their role in the company’s success. On the other hand, Google has great employee engagement. Their satisfaction rating by employees is 99%.

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Forrester

OCTOBER 1, 2014

Fast-forward to 2014 and things look a lot better in the world of CX. They need to increase their level of CX maturity by creating self-sustaining systems (human and technological) in each of the six disciplines that characterize great CX companies -- strategy, customer understanding, design, measurement, governance, and culture.

Touchpoint 88

Touchpoint Government Measurement Leadership 88

Maz Iqbal

OCTOBER 16, 2014

Today’s conversation completes this four part series ( part 1 , part 2 , part 3 ) centred on Nunwood ‘s 2014 UK Analysis report. Trying to move too quickly, or claiming to be something at odds with reality, can cause credibility and cultural issues. In this conversation I want to talk about CX improvement.

Customer Journeys 73

Customer Journeys Customer Philosophy Case Study Customer Experience 73

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. This may require training, hiring for new skills and new attitudes; you''ll certainly want to be sure there''s a culture fit. Culture : Tying the items just mentioned together is the culture; ideally, at this point, the culture shifts ever so slightly into a culture of survival.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

CX Journey

NOVEMBER 25, 2014

Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Much More Multiculturalism : As ethnic groups grow, brands and retailers will integrate a sense of culture and culture-specific brand experience with all forms of outreach. Online Authenticity : As ?The The Internet of Things?

Trends 171

Trends Brands Retail Leadership 171

AskNicely

SEPTEMBER 4, 2018

Build A Culture of Continuous Improvement. Empower team members to instantly action feedback on any channel (email, in-app, SMS) and build a culture of continuous improvement. Founded in 2014, AskNicely helps thousands of forward-thinking companies like Reddit, Xero, and Jetstar transform customer experiences. About AskNicely.

NPS 150

NPS Net Promoter Score Software Touchpoint 150

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. alignment culture customer experience customer-centric culture employee experience' I have modified the post slightly since then. Do your employees have a clear line of sight to your customers? First, what does "line of sight" mean?

Tools 160

Tools Customer Journeys Culture Touchpoint 160

Strativity

JUNE 10, 2014

Webcast: Accelerating Cultural Transformation. Date: June 17, 2014 Time: 3pm – 4pm EDT . He will also discuss: Principles for successful cultural transformation. How to design and deploy cultural transformation – in less than a year! The winner will be announced by mid June 2014. . Click here to register.

CEM 52

CEM Culture CRM Innovation 52

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. This manifests as anything from self service enabled shift swapping to an entire cultural shift that incorporates personalised pathways for micro learning and behavioural economics for nudging motivation. AI & Contact Centres.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” 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.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Customer Bliss

OCTOBER 10, 2017

People and culture. Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences. 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.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Kerry Bodine

MARCH 8, 2017

For cultural, social, and economic reasons that are beyond the scope of this article, the term “service” is much more broadly used and understood across Europe than it is in the United States. But it’s been a hard slog for two key reasons. People don’t know what “service” is. .

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. For instance, crafting themes for your spikes like “Holiday Hell 2018” or “Operation Save Christmas” can help rally your troops and create a culture of resilience. In 2018, that number has skyrocketed to a massive $1.1

Contact Center 136

Contact Center Gamification Retail Course 136

Customer Bliss

APRIL 13, 2017

Sprinklr has been buying companies since 2014 in an effort to ultimately make this “pivot.” The note of caution, though, is that acquisitions mean one company’s culture and CX has to be rolled into another company’s. In that process, CX can become disjointed. Make sure to protect against that.

Customer Experience 135

Customer Experience Customer Experience Management Culture Customers 135

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. customer experience customer focus customer-centric culture' I originally wrote today''s post for Intradiem. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean?

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Customers That Stick

OCTOBER 23, 2014

Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. To learn more about the Compete Through Service Symposium being held November 5 – 7, 2014, including speakers, breakout sessions, featured presentations, and how to attend, click here.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

CX Journey

DECEMBER 26, 2014

It appeared on their blog on July 17, 2014. All of this will be a reflection of your culture and a relentless focus on a great employee experience. change change management culture customer experience employee experience' Image courtesy of nanagyei I originally wrote today''s post for Intradiem. Richard Buckminster Fuller.

Management 158

Management CEM Employee Experience Culture 158

Alida

JUNE 5, 2017

For example, L’Oreal, the largest cosmetics and beauty company in the world, began its digital transformation in 2014 and appointed Lubomira Rochet as its CDO to lead digital initiatives. Ultimately, CDOs need to leverage ongoing customer intelligence to inspire cultural and technological transformation and deliver value to the business.

Fashion 154

Fashion Retail Innovation Consumers 154

InMoment XI

MARCH 14, 2023

But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter. Jim: Since Avnet is a global company, you have many different cultures to navigate. It’s essential to give the feedback to someone who has context and insight into that culture.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

ECXO

APRIL 5, 2021

True change happens by degrees if it is truly going to become an accepted part of your business thinking, your culture and your behaviours. The business was sold in 2014. That just makes me happy! He co-founded Mulberry Consulting in 2003 building the business into the number one Customer Experience consultancy globally.

Strategy 156

Strategy Consulting Airlines Culture 156

Vonage

SEPTEMBER 16, 2016

Potential employees must have personalities and core values that align with the company’s culture, vision and mission in addition to their technical skills. Operations-focused companies hire based on skill, looking only at education and experience with no consideration of how the applicant’s personality fits into the corporate culture.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

Experience Matters

MAY 12, 2015

We additionally compared CX laggards with CX leaders and discovered that the leaders have stronger financial results, have more customer-centric cultures, focus more on internal communications, are stronger at customer insights and change management, and are better at digital interactions.

Report 120

Report Customer Connectedness Management Effort Score 120

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture? Why Should You Care About CX? This “ Ultimate CX Infographic ” also provides some of the compelling economics of CX: How Do Organizations Affect CX?

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120