ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. 03(38) Join us for an inspiring session!

Meeting 296

Meeting Customer Centricity B2C Culture 296

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

CX Accelerator

JANUARY 25, 2019

Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. So how can we move beyond the hypothetical, and actually make the EX / CX connection? Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Not at all.

Connections 140

Connections Effort Score How To Self Service 140

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Speth went on to say that “to deal with those issues we need a spiritual and cultural transformation”. But I was wrong.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. A persona is an archetype of your ideal customer. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

AWS Machine Learning

JULY 15, 2024

Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews. Mixbook aims to foster the profound connections between users and their loved ones through sharing of their stories in both physical and digital mediums. Mixbook is empowering users to share their stories with creativity and confidence.

Travel 130

Travel e-support Innovation User Experience 130

Experience Investigators by 360Connext

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success.

Fashion 284

Fashion B2C Hotels Insurance 284

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

Banking 143

Banking Customer Centricity Culture Communication 143

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. educators have even started publishing books in an effort to position themselves as CX experts.

Customer Experience 345

Customer Experience Customer Journeys Case Study Innovation 345

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Culture 295

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” When writing my book, Would You Do That To Your Mother? , Fred Reichheld was one of the first to connect the dots between “golden rule behavior” and business growth.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Calabrio

JUNE 21, 2021

Collectively, we persevered through the obstacles thrown at us, successfully evolved how we work, maintained our commitment to our culture and ultimately continued to grow as a company. . The Star Tribune award exemplifies that the decisions we made as a company were in the best interests of our employees.

Culture 246

Culture Groups Connections Engagement 246

eglobalis

NOVEMBER 19, 2024

Challenges: Adopting such systems requires significant cultural shifts, as designers must learn to trust AI’s suggestions. This tool uses machine learning models and integrated account-level explanation algorithms within the sales CRM to automate the manual process of sales book prioritization.

B2B 451

B2B Healthcare Innovation System 451

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Experience Investigators by 360Connext

AUGUST 20, 2024

After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. CX is a true part of the culture of the organization, and it’s a business strategy to achieve organizational success for everyone. Those early onboarding experiences are pushed further and further from reality.

How To 282

How To Customer Journeys Customer Centricity Training 282

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Experience Investigators by 360Connext

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Policies 200

Policies Roadmap Culture Leadership 200

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Vonage

OCTOBER 2, 2017

Social media is changing the definition of what’s “fast” We’re each connected to an instant feed of live updates, breaking news and messages. This is a device that’s always on and always connected. But even the average consumer is connected to at least 150 people on Facebook and to around 140 people on Twitter.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Vonage

AUGUST 30, 2017

We’re each connected to an instant feed of live updates, breaking news and messages. The “always on” culture means customers expect 24/7 service (or as close as possible). We live in an age where virtually everyone has a smartphone in their pockets, connecting them to just about every aspect of their lives.

Customer Expectations 217

Customer Expectations Trends Omni-Channel Self Service 217

ijgolding

SEPTEMBER 25, 2018

I planned, booked and executed the entire end to end journey with them. After booking, they quite literally picked me up at home and deposited me at my final destination (eventually…. Not just their part, but the role they play in connecting the entire end to end journey together. My book, ‘Customer What? –

Travel 247

Travel Hotels Customer Journeys Transportation 247

C3Centricity

MARCH 15, 2018

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” The Culture of Immediacy Drives Mobile-First Expectations. The Culture of Immediacy Drives Mobile-First Expectations. The post You’ve Got Data?

Data 257

Data Retail Analysis Analytics 257

Kayako

FEBRUARY 28, 2018

You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Make an effort to connect remote teams in person. A training program is just the start of your growth-driven culture.

Training 213

Training Culture Customer Service Training Customers 213

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. Heart-Connecting Experiences: Since people tend to make decisions driven by emotion before justifying them with logic, find ways to connect emotionally with customers and create a work culture that allows them to lead from the heart.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. In international work, be aware of cultural differences.

Culture 167

Culture Exercises Connections Analysis 167

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. Here are the six common actions, often bravely undertaken, that you will see throughout the book. Actions for Hiring and Development Set the Tone.

Company 209

Company Hotels Insurance Banking 209

Lumoa

MAY 21, 2018

The top management commitment is critical for any cultural change to happen. For instance, if you publish school literature, you can no longer wait for three years before implementing the planned changes in the new version of the book. State of CX Management by Temkin.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

AskNicely

JUNE 22, 2018

Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. This strong connection comes down to their core philosophy: incent, inspire, and empower your employees. BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link. Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Take the pulse of customer sentiment What are your customers experiencing right now? But, technology on its own does not make the difference.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

AskNicely

AUGUST 27, 2018

Business survival and success are inextricably connected to growth. Empowering employees to go above and beyond provides the opportunity to create a culture of nice. It’s having a strategy at every stage—idea, seed, product market fit, and growth and creating a culture of kindness is a strategy you can implement at any stage.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

Customer Bliss

JUNE 22, 2017

(BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. Cannes Lions is going on right now; it’s a giant celebration of advertising, art, culture, media, customers, etc. This is just about one aspect.).

Innovation 237

Innovation Customer Experience How To Advertising 237