ECXO

JUNE 15, 2021

SHARE ARTICLE. Tips for Transforming to a Customer-Centric Company Culture. As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Transforming to a Customer-Centric Company Culture.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! In industries where innovation is the key to staying ahead, encouraging a culture of adequate sleep can lead to groundbreaking ideas and solutions. Leadership and Role Modeling: Leaders play a crucial role in setting the tone for workplace culture.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

ECXO

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. This shifts the focus from individual heroics to a collaborative culture, where everyone contributes to the customer experience.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

FEBRUARY 27, 2019

VMWare Inspires a Customer-Centric Culture Customer centricity is a hot topic in business these days, as more and more companies challenge themselves to foster a “customer-centric culture.” View Article.

Customer Centricity 284

Customer Centricity Culture Customers Company 284

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Employees may resist new CX processes, and leadership might hesitate without a clear ROI.

Leadership 234

Leadership B2B B2C Effort Score 234

Storyminers

AUGUST 26, 2020

Customer Focused Business Culture Tips. Read the full article here. The post Customer Focused Business Culture appeared first on StoryMiners. Creating a standout customer experience is an all-hands approach. Mike Wittenstein – Managing Partner, StoryMiners. Lize-Mari 26/08/2020.

Customer Focused 246

Customer Focused Culture Hotels Tips 246

C3Centricity

NOVEMBER 26, 2024

In this article, we’ll explore why Radical Consumer Centricity matters, how leading companies achieve a consumer-led structure, and why adaptable frameworks, such as C3Centricity’s QC2™ process, are crucial to effectively guiding this journey. It’s a transformational shift essential to gaining a lasting competitive edge in today’s market.

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JULY 25, 2024

This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates. Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction.

Customer Experience 488

Customer Experience Customer Centricity Innovation Culture 488

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. Since customer experience is all about inclusion, diversity empathy, hyper personalization and understanding of every individual needs of employees, partners and customers and culture and CX maturity differentiation and uniqueness in each country.

Culture 296

Culture Case Study Employee Experience Innovation 296

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

Customer Service 75

Customer Service Self Service Trends B2C 75

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 444

Innovation e-support Culture Customer Centricity 444

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. A Company Culture of Good with Chad Jensen : What is TCC?

Retail 82

Retail Video Customer Confidence Culture 82

Storyminers

MARCH 24, 2021

Each organizational and national culture is unique; so yes, you do need to be sensitive to them. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want. In these cultures, you may need additional skills, etc.,

Culture 230

Culture Tools Guidelines Video 230

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. AI avoids survey bias by covering 100% of customers and addressing the tendency of survey respondents to be more positive about a company than non-respondents, which can vary by culture.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

The DiJulius Group

OCTOBER 14, 2024

Read Full Article The post How To Keep The Underdog Spirit Alive In Your Culture As Your Organization Grows appeared first on The DiJulius Group. During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver.

Culture 98

Culture How To Training Groups 98

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Wrapping up with the power of a customer-centered culture in crisis management, this episode promises actionable insights to elevate your communication strategy in customer experience.

Banking 143

Banking Customer Centricity Culture Communication 143

ECXO

MARCH 31, 2025

Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. This is the first article in my HX Revolution series, where well explore why Human Experience (HX) is the missing piece in business transformation. Toxic cultures create stress and stagnation.

Leadership 156

Leadership Innovation Culture Loyalty 156

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

eglobalis

OCTOBER 1, 2024

This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The Rundown on Employee Experience. Well, we have the answer to that as well!

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. Building a Customer-Centric Culture Creating a 360-degree feedback system involves: Multi-Channel Feedback Collection : Capturing diverse perspectives across touchpoints.

Metrics 374

Metrics Analysis Feedback NPS 374

DCX

DECEMBER 24, 2024

This year’s most-read articles were about us —our struggles, our wins, and the moments where we dared to get real about what it means to create meaningful experiences for customers. As we revisit the top 10 articles of the year, I hope they remind you of how far we’ve come and inspire you for what’s ahead.

Course 52

Course Social Media Leadership Roadmap 52

Experience Investigators by 360Connext

MARCH 11, 2025

At VUMC, he enhanced the patient experience percentile rank and developed programs to boost workforce culture and patient engagement. Brian has a proven track record of driving financial and operational success.

Healthcare 143

Healthcare Social Media Culture Groups 143

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

ECXO

MARCH 6, 2025

Article originally posted on the European Customer Experience Organization (ECXO.org) : [link] Today, we honor the strength, resilience, and achievements of women who lead, inspire, and stand for truth. Celebrating International Womens Day! we see you, we honor you, and we thank you.

Leadership 191

Leadership Culture Innovation Social Media 191

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

MAY 4, 2022

Leaders who genuinely care about their people—who are “plugged in” to their organizations and listen to their employees for suggestions on how to improve—will develop corporate cultures that naturally support the concept of the Service-Profit Chain. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

ECXO

MAY 25, 2023

link] By becoming a member, you’ll have access to all our actual and previous digital events and articles, including this webinar, and you can also follow us on LinkedIn for updates: [link] During this webinar, you’ll have the opportunity to learn a variety of valuable skills and techniques, including: 1.

Culture 156

Culture Customer Centricity Metrics Financial 156

Experience Investigators by 360Connext

JUNE 4, 2024

Finally, learn how Aflac is setting a high bar for customer-centric culture by focusing on emotional needs and consistent service, illustrating why customer experience should be a company-wide priority. Join us for an episode packed with practical strategies and inspiring stories that show the transformative power of genuine care in business.

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Each country has its own distinct culture, traditions, and norms, which can make it difficult to establish a unified customer experience mindset.

Culture 156

Culture Customer Experience B2B B2C 156