ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; Is it poor leadership? Or is it simply the case that businesses that were created for a specific purpose at some point in the past, will always get to a point where they are just no longer needed anymore? Is it fear of change?

Case Study 191

Case Study Retail Study Policies 191

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Practicing Leadership Bravery by Trusting Employees. Practicing Leadership Bravery by Trusting Employees. The document provides clarity on what “courage” means in the case of Netflix.

Case Study 139

Case Study Culture Study Company 139

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Customer Bliss

APRIL 16, 2019

As customers, we kind of feel like this is our time to get what we want, but the fact of the matter is that a lot of organizational data, culture and processes have to be worked through to get to this state for any company. 4 Case Studies of Customer Respect. Easy answer, hard solution. Pace Yourself to Get It Right.

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

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

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ECXO

DECEMBER 25, 2024

Foster a culture where employees feel valued and motivated to deliver exceptional service. Use testimonials and case studies to showcase real-world impacts. Embed CX in Your Culture Make customer experience a core value across all departments. This two-sided approach to CX has turned Airbnb into a global powerhouse.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ijgolding

OCTOBER 7, 2015

The global banking crisis and enormity of the PPI mis selling scandal have all contributed to what could only be described s a TOXIC culture in the corporate world. CASE STUDY 1 – Weleda. Cultural diversity as an inspiring force. CASE STUDY 2 – Old Mutual Zimbabwe. Extensive quality.

Case Study 120

Case Study Study Customer Experience Financial 120

C3Centricity

AUGUST 6, 2024

As before, I provide supporting data and some inspiring case studies to get you going. From reshaping ingrained company cultures to harnessing the power of big data, I’ll explore how industry leaders like Toyota, Salesforce, Target and Netflix have successfully navigated these challenges. times higher average order value.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Michel Falcon Experience

APRIL 3, 2019

I introduced them to my People First culture and 3P strategy, and explained how it would impact their dental practice. Thanks again for your help inspiring our culture and customer experience leadership. We purchased things such as markers, sticky notes, and paper board. By no means is that common.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Storyminers

FEBRUARY 24, 2021

Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytelling’ was something leaders ought to do in order to simplify, capture the ‘hearts’ of their teams, and also, above all, bind them towards the future the leader wants to paint.

Tools 173

Tools Management Leadership Case Study 173

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. Case Study. How Mark was awarded his role.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Two distinguishing features make them possible in this author’s opinion: Visionary leaders capable of shaping operations and culture around adaptive principles.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

Maz Iqbal

SEPTEMBER 2, 2014

Here is my take on the matter of leadership and organisational change – including shifting organisations to be more responsive and aligned to customer needs: The context is decisive. What is that the astute change agent can learn here? I don’t know. Werner Erhard. The underlying structure of anything determines its behaviour.

Customer Centricity 107

Customer Centricity Customer Experience Hotels Customer Service 107

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. My fellow panelists and I discuss real-world case studies and trends around culture.

Social Media 146

Social Media How To Culture Customer Centricity 146

Maz Iqbal

DECEMBER 10, 2014

Final Thoughts: Leadership and Governance. It is the competitive world in which Tesco competes which has forced Tesco’s leadership to deal with these management practices. It occurs to me that Tesco is in crisis as there has been a fundamental breakdown in leadership and governance.

Customer Centricity 110

Customer Centricity Case Study Government Retail 110

TechSee

JANUARY 25, 2023

Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Paul has more than twenty years of experience in enterprise software, with leadership roles in several areas fundamental to field services, such as mobile (Nokia), location intelligence (HERE Technologies), and data management (Endeca).

Management 41

Management Automotive Leadership Effort Score 41

NobelBiz

NOVEMBER 5, 2024

Lack of a supportive work culture: Contact centers often operate in high-stress environments where, without effective leadership, agents can feel isolated and undervalued. Instead, they seek collaborative and supportive leadership that empowers them and fosters a sense of belonging.

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

Maz Iqbal

OCTOBER 9, 2014

Either because they have hit cultural glass ceilings …… or the ambition of their leaders has failed to match the rising expectations of UK consumers … This has meant that across all 263 brands analysed the overall improvement in performance was less than 1%. . improvement due to benevolent-enlightened leadership?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Up Your Service

OCTOBER 16, 2018

Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”. What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country.

Culture 76

Culture Wireless Case Study Employee Engagement 76

Customer Bliss

MAY 17, 2021

Publicly in all her communications she committed to not only address the vehicle situation failure, but also importantly, the cultural and process failures that had led to such a prolonged and delayed reaction. Want more case studies? I never want to put this behind us,” Barra said at a town hall meeting at the time.

Case Study 130

Case Study Culture Call Center Leadership 130

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

The DiJulius Group

JANUARY 25, 2025

Everyone you hire contributes to your culture in some way. A big difference between finding future rock stars and posers is finding out what investment the candidate made to learn about your organization. Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group.

Customer Service 91

Customer Service Entertainment Travel Culture 91

DCX

FEBRUARY 11, 2025

📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Leadership barely notices. It's pretty deflating when leadership doesn't seem to notice, right? AI Prompt: "Turn this CX impact data into a short, compelling case study using the ABDCE framework."

Self Service 52

Self Service Leadership Comparison Report 52

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CX University

SEPTEMBER 18, 2018

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Read the USPTO Case Study > Quicken Loans.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Maz Iqbal

OCTOBER 14, 2014

Filed under: Brand , Case Studies , Culture , Customer Experience , Customer Philosophy , Customer Service , Employee Engagement , Leadership / Change / Transformation Tagged: brand promise , customer experience , customer loyalty , customer service , employee engagement , leadership , Nunwood 2014 CX Excellence , value propositions.

Customer Philosophy 91

Customer Philosophy Case Study Customer Experience Employee Engagement 91

Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 48

Leadership Customer Philosophy Case Study Customer Centricity 48

Up Your Service

JUNE 14, 2016

A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months. This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis.

Case Study 40

Case Study Study Marketing Guest Experience 40

Up Your Service

JUNE 14, 2016

A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months. This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis.

Case Study 40

Case Study Study Marketing Guest Experience 40

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. CX leaders are asked to change the entire culture, move customer mountains, and do it with a smile. The higher up in the organization, the further away from dealing with customers directly.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Maz Iqbal

SEPTEMBER 17, 2014

Case Studies Culture Customer Experience Customer Service Employee Engagement Leadership / Change / Transformation Management Organisational Design adjustment costs customer centricity customer experience customer satisfaction customer service handling difficult customers hotels organisational change six simple rules work context'

Customer Centricity 100

Customer Centricity Hotels Case Study Customer Satisfaction 100

Maz Iqbal

DECEMBER 18, 2014

Filed under: Case Studies , Culture , Customer Experience , Leadership / Change / Transformation Tagged: Business , consumer goods firms , consumer protection , creating superior value for customers , customer experience , customer focus , customer service , effective business regulation , increasing competition , price fixing.

Customer Experience 103

Customer Experience Case Study Government Study 103

CX University

JULY 9, 2018

I have compiled and analyzed a short list of case studies, taken from six Fortune 500 companies, so that we can answer these questions. My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68