ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Blake Morgan

DECEMBER 30, 2024

Bashar Wali , Founder and CEO of This Assembly and Practice Hospitality, brings leadership experience from Starwood, Grand Heritage, and Provenance Hotels. She is a customer experience futurist and author of three books on customer experience. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Blake Morgan

NOVEMBER 19, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Loyalty 69

Loyalty Strategy Leadership Connections 69

Blake Morgan

OCTOBER 22, 2024

Passion cannot be taught, and employees who care naturally go the extra mile to ensure positive customer experiences. Once you find passionate employees, leadership plays a key role in nurturing that enthusiasm. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Hotels Employee Engagement 100

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. I’ve written entire sections of books about this throughout my career.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Leadership 100

Leadership Chief Customer Officer Culture Metrics 100

Blake Morgan

NOVEMBER 5, 2024

                                                                                 Many brands today focus on retaining customers through personalized, data-driven experiences. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Strategy 59

Strategy Leadership Connections Brands 59

Blake Morgan

NOVEMBER 12, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Blake Morgan

DECEMBER 17, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Blake Morgan

APRIL 1, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Ecommerce 59

Ecommerce Leadership Consulting Customers 59

Customer Bliss

MAY 19, 2016

I did want to create a quick blog post about customer experience competencies, however. I came to these competencies over 30 years of observing customer-focused growth engines that worked — and many that didn’t work. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners.

Leadership 200

Leadership Healthcare Feedback Culture 200

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Automotive Culture 195

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Leadership 144

Leadership Customer Experience Customer Focused Customer Service 144

C3Centricity

AUGUST 6, 2024

This seismic shift often faces resistance from employees deeply rooted in traditional practices, who may struggle to see the immediate benefits of a customer-first approach. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. times higher customer retention and 1.9

Strategy 156

Strategy Customer Centricity Culture Case Study 156

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition?

Industry 162

Industry Hospitality Leadership Customer Service Training 162

Blake Morgan

MARCH 4, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

ROI 59

ROI Self Service B2B Travel 59

Blake Morgan

JANUARY 7, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Innovation 52

Innovation Customer Experience Leadership Culture 52

Blake Morgan

APRIL 3, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Metrics 52

Metrics Leadership Loyalty Trends 52

Blake Morgan

MARCH 18, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Competitive Advantage 59

Competitive Advantage Wait Times Leadership Loyalty 59

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

CX Journey

AUGUST 26, 2014

The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

ECXO

SEPTEMBER 7, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers. Limited Spaces Available!

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

Blake Morgan

JANUARY 28, 2025

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. 8CXLaws.com.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

Blake Morgan

AUGUST 8, 2023

His decision came from sitting with customers as they flew and getting their input. On every flight he took, Oscar came prepared with information passengers had provided at booking, as well as a simple system of the history of the passenger’s previous flights or surveys with United coded as green, yellow, or red.

Airlines 52

Airlines Customer Focused Leadership Travel 52

GetFeedback

JULY 23, 2018

Organizations need to get inside the heads of their customers and see things from their perspective to understand how to best deliver products and services in the most customer-focused way. Using Customer Journey Mapping to Create an Omni-Channel Experience. booking an appointment with an associate.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218