Experience Matters

APRIL 3, 2015

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. In other words, what customers experience outside is based on what’s going on inside. To consistently differentiate your customer experience, you need to transform your culture.

Culture 120

Culture Customer Connectedness Airlines Employee Engagement 120

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. How do you align channels to deliver the right customer experience? I started EarlyBridge in 2004. It grew from there.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Matters

OCTOBER 4, 2016

Here’s the executive summary: Temkin Group has found that the companies that deliver great customer experience use their brand as a blueprint for how they treat customers, which is why Compelling Brand Values is one of our four customer experience core competencies. Too […].

Report 258

Report Brands Brand Values Groups 258

Lumoa

MARCH 8, 2023

To stand out and be different, telcos must think outside the box and emphasize their brand value in day-to-day operations and CX. This can be achieved by living up to customer promises and delivering a unique brand experience. For instance, telcos can send out wishes to customers on birthdays and special occasions.

Industry 195

Industry Customer Centricity Telecommunications Feedback 195

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Employee Engagement 120

Experience Matters

JUNE 4, 2015

Because the company’s issues have to do more with it’s culture than with the number of people that it employs. The breath of the issues demonstrate a very low level of customer experience maturity across the organization. Compelling Brand Values : Brand attributes are driving decisions about how you treat customers.

Customer Connectedness 120

Customer Connectedness Customer Experience Customer Centricity Culture 120

ClearAction

DECEMBER 16, 2017

Customer Centric Decisions Lynn Hunsaker. Do you have a customer-focus creed? In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. How does this exceed the needs and expectations of customers? How visible is it to your employees?

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

Experience Matters

JANUARY 6, 2015

We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. As Peter Drucker once said, “Culture eats strategy for lunch.” They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

FEBRUARY 23, 2015

To understand how companies create customer experience, you need to understand The Six Laws of CX , which are described below in the short video and infographic. How Do You Build A Customer-Centric Culture?

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

ECXO

AUGUST 21, 2024

But instead of turning everything into literal gold, your touch turns every customer experience into a moment of pure delight and lasting loyalty. Here’s how you can become the King Midas of Customer Experience in your organization. Empower Your Team Your team is your most valuable asset in delivering exceptional customer experiences.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Second to None

APRIL 26, 2018

Implementing expertly-designed mystery shopping programs and employee feedback surveys can help curate a company culture that promotes high levels of customer and employee engagement within each individual interaction that takes place in your different brick-and-mortar locations. appeared first on Second To None.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

CloudCherry

JULY 25, 2018

They’re twice as likely to require partners to adhere to their standards, and three times as likely to have their customer experience systems integrated with partners directly. 75% feel it is one of the most important components of their brand value, compared with 46% on average and 21% among low-performing firms.”.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Experience Matters

DECEMBER 15, 2015

In this environment, we expect to see: Culture Change Intensifying. Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. The customer calls it “shopping elsewhere.”. The customer sees it as wait time. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Maz Iqbal

DECEMBER 5, 2015

The sense of honour … Continue reading On Customer Experience, Brand Values, and a “Sense of Honour”

Brand Values 48

Brand Values Brands Customer Experience Strategy 48

SuiteCX

OCTOBER 4, 2017

Ethnographic research helps you do a deeper dive on the customer pain points and moments of truth to understand why the customer is feeling the way they do. The customer-centric business requires new skill sets, employee training, and better tools. Do not under estimate how long it will take for the culture to adapt.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

Ethnographic research helps you do a deeper dive on the customer pain points and moments of truth to understand why the customer is feeling the way they do. The customer-centric business requires new skill sets, employee training, and better tools. Do not under estimate how long it will take for the culture to adapt.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

Alliance by IFS

MARCH 28, 2019

With a rigorous on-boarding process in place, they educate on brand value, performance standards and customer expectations. In order to do so, they must first define key metrics and KPIs such as customer satisfaction. Employee rewards such as recognition programs are set in place to retain top-performing employees.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

Second to None

MAY 17, 2019

Cross-cultural business models are a pillar of international studies. Each country has their own way of getting things done based on their cultural norms, their histories and their general perceptions. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 90

B2B Roadmap Brands Culture 90

CSM Magazine

JUNE 24, 2021

Together they aim to help businesses and brands improve their customer service and call centre by adopting a more customer centric approach. Their culture-driven approach to innovation is reshaping the customer experience.

Customer Service 52

Customer Service Automotive Competitive Advantage Customer Centricity 52

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

McKinsey research finds that customer journeys are significantly more strongly correlated with business outcomes than are touch points, so be sure to focus on the end-to-end journey (McKinsey CEO Guide To Customer Experience.) . Step 2 – Deliver on the brand promise. How consistent is the brand experience across channels?

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Quadient

OCTOBER 28, 2021

The common theme in customer experience trends is acceleration. It reflects not only new demands for digital agility and analytics but also a focus on the implementation of customer journey mapping and other customer-centric tools. Successful customer experience strategies stem from empathetic, customer-centric cultures.

Trends 52

Trends Customer Journeys Customer Experience Employee Experience 52

CSM Magazine

NOVEMBER 15, 2024

What a company stands for should shine through in its values, showcasing the character it wants to be known for. To integrate values, the company must first identify core principles. These could include integrity, innovation, or customer-centricity. A catchy slogan should align with the mission statement.

Customer Service 52

Customer Service How To Social Media Culture 52

Beyond Philosophy

DECEMBER 20, 2017

Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Also, there is a direct connection between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. Social Customer Service: The Savior to a Successful Omni-Channel Strategy.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. A business that can understand its customer’s value chain and then bring its technological competence to bear to deliver value on an on-going basis is going to be successful.

Culture 60

Culture Training Brands Strategy 60

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards.

Report 145

Report B2C B2B Groups 145

ProProfs Chat

NOVEMBER 9, 2021

Satisfied customers will return to your business more often in the future and are less likely to get defected to your competitors. Your ongoing efforts to keep them satisfied will reinforce their commitments towards your brand values throughout their customer lifecycle. Incorporate Customer-Centric Culture.

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Eptica

MAY 17, 2017

This all means that L'Occitane needed to adapt, and adapt quickly, fostering an customer-centric culture at every level, if we wanted to recruit and retain customers. Above all, using Eptica frees up customer service representatives to engage emotionally with customers.

Self Service 51

Self Service Customer Experience Net Promoter Score Customer Service Representative 51

SurveySensum

FEBRUARY 20, 2024

Transparency in admitting faults and taking corrective actions shows customers that the brand values their trust and is committed to delivering a positive experience. Privacy protection : Safeguard customer data and respect their privacy preferences. Share success stories internally to inspire and motivate employees.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Transparency in admitting faults and taking corrective actions shows customers that the brand values their trust and is committed to delivering a positive experience. Privacy protection : Safeguard customer data and respect their privacy preferences. Share success stories internally to inspire and motivate employees.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySparrow

AUGUST 25, 2023

Not just return, but bring along a whole set of potential customers each time they visit! Customer-Centric Culture Ah! You might have heard the saying, “Customer Rules!” Likewise, it is also important to remind yourself that you would not be providing the service if there were no customers in the first place.

Tips 52

Tips Customer Experience Social Media Self Service 52