Experience Matters

SEPTEMBER 10, 2015

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Here’s the executive summary: Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. Download report for $195.

Customer Centricity 120

Customer Centricity Culture Report Case Study 120

Russel Lolacher

JUNE 15, 2021

Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Magellan Solutions

AUGUST 31, 2022

CASE STUDY. CASE STUDY. Instead of depending just on the outsourced team’s brand value, evaluate their skills. CASE STUDY. CASE STUDY . CASE STUDY. CASE STUDY . 1) IBM & THE TEXAS STATE. It was a $863 million, seven-year contract.

Examples 75

Examples Case Study How To Banking 75

ProProfs Chat

JUNE 22, 2018

There are thousands of books on what that means, so here’s just one concept: Strive to create a warm and friendly culture. A case study example: In 1981, Xerox was trying to figure out why one of its new copiers was perceived as “overly complex.” Cecilia Hugony. Director at Fravega SACIEI. Christopher Brooks.

Customer Experience 108

Customer Experience Customer Service How To Leadership 108

ShepHyken

MAY 7, 2018

The author uses Overstock.com as the case study, and get this. This short article focuses on the three types of consistency that drives brand loyalty: a consistent customer experience, consistent brand values and consistent brand identity elements. Why are customers embracing texting?

Customer Service 79

Customer Service Policies Retail Case Study 79

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Building a Customer-Centric Culture. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. 4 Building Blocks for a Customer-Centric Culture article. Building a Customer-Centric Culture article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

CSM Magazine

MAY 16, 2023

They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. It’s not only possible, but necessary in a market where customer experience often outweighs price and quality as determining factors in brand loyalty. So, I teach what I love.

Contact Center 52

Contact Center Retail Training Leadership 52