Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. Communication is important, but don’t overdo it— 47% of employees see meetings as a waste of time.

Policies 136

Policies Customer Experience Poor Customer Service Guidelines 136

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Building a Customer-Centric Culture Even the best CX strategy will falter if the companys culture doesnt support it.

B2B 314

B2B Customer Journeys How To Effort Score 314

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. Action is always necessary, as is communication, and prioritisation.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Journey

NOVEMBER 1, 2017

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233

Culture Policies Metrics Leadership 233

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. In 2009, Netflix made cultural history when then chief talent officer Patty McCord and CEO Reed Hastings created a 124-page PowerPoint document entitled “Netflix Culture: Freedom & Responsibility.”

Case Study 139

Case Study Culture Study Company 139

ShepHyken

MARCH 20, 2019

He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. Todd is emphatic about this strategy for communication, stating, “When it comes to customer service, I believe in establishing that upfront agreement. That’s the underlying lesson here – company culture.

Communication 113

Communication Culture Policies Customer Service Training 113

Kayako

MARCH 17, 2016

These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture. But how can companies build a culture when employees are spread out all over the globe? The key is to build culture right from the start: during onboarding. The physical distance can create a communication barrier.

Culture 0

Culture How To Policies Communication 0

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Every agent for himself. Group effort.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Customer Bliss

NOVEMBER 29, 2018

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. Antoinette focused on creating a culture shift to that of person-centeredness. How do you make health care more personal and customer-focused? million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Comm100

APRIL 2, 2024

By analyzing purchase history, service interactions, and preferences, businesses can tailor their communications and offerings to match individual customer profiles. – Rewarding Excellent Service: Recognizing and rewarding employees who provide outstanding customer service can encourage a culture of excellence and dedication.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Horizon CX

MAY 7, 2021

Instead of listening and learning, the closed-loop owners might begin to explain the business policies and procedures or to defend the business. THE VALUE OF A CLOSED-LOOP CULTURE. Is an action plan developed and communicated? Do you want to learn more about Closed-Loop Systems and how to build a Closed-Loop Culture?

Culture 130

Culture Net Promoter Score Hotels Survey 130

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders. For more information, view or Terms of Service & Privacy Policy. For more information, view or Terms of Service & Privacy Policy.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

ECXO

AUGUST 6, 2024

The Impact of Culture and Society Cultural and societal influences play a significant role in shaping future-oriented thinking. Societies that emphasize individualism and future achievements, such as many Western cultures, encourage proactive future planning and goal setting.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

ECXO

JULY 30, 2024

They understand their values and ensure their actions align with these principles, fostering trust and respect among their teams. · Impact on Customer Satisfaction: Authentic leadership builds a culture of transparency and honesty, which can extend to customer interactions.

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

CX Journey

APRIL 5, 2017

Thou shalt define and communicate the brand promise. In order for employees to deliver on it, they must know it, i.e., it must be clearly communicated to them and reiterated often. Thou shalt communicate, communicate, communicate. Communication is a key leadership skill that must be mastered.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Include customer-centricity in daily operations and communications inside the company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Policies eBook Interaction 77

Customer Bliss

APRIL 11, 2018

The ‘Make Mom Proud’ Standard For How to Treat Your Customers , but I share them with you here as a peek into the contents of this new book – established to provide you with a new set of tools to simplify and advance your customer experience and culture transformation. Acts of Trust Are Necessary. There is no charge for Wi-Fi.

Company 209

Company Hotels Insurance Banking 209

SuiteCX

FEBRUARY 18, 2020

We help companies understand what is working/not working in the company (operations, people, data, technology, culture). Armed with both, information practitioners can craft customer journeys, set about A/B testing or plan communication as a process of continuous improvement.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

CX Journey

AUGUST 26, 2014

Step 4: Communicating the Vision for Buy-In Make sure as many as possible understand and accept the vision and the strategy. Communication - early, often, and ongoing - is a critical tool to gain buy-in and to ensure success for any customer experience effort. I have mentioned before that the customer experience is a journey.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Video Meeting 98

Customer Bliss

OCTOBER 28, 2021

The more urgent the issue, the more direct communication you want. You just reached a “policy cop.”. Customers who repeatedly encounter company policy cops disengage and share the experience. Start with the Life, Not Company Policy. Don’t make your frontline the policy cops in those moments. That increases costs.

Case Study 148

Case Study Study Policies Government 148

Horizon CX

SEPTEMBER 1, 2023

The latter is more creative, and reflexive and involves confronting the basic assumptions behind ideas or policies and is inherently riskier for both the individual and the organization. It requires courage and real leadership. As the saying goes, it takes a village—and a committed one.

Exercises 246

Exercises Customer Centricity NPS Culture 246

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. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

ECXO

JUNE 19, 2024

Human designers bring a nuanced understanding of aesthetics, ergonomics, and cultural context that AI alone cannot replicate. These visualizations enable more effective communication of design ideas and facilitate meaningful discussions about potential improvements.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. Read our post about customer journey mapping to learn best practices.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

BlueOcean

OCTOBER 4, 2021

Communicating with Your Frontline Agents. Hand-in-hand with engagement is communication—and it starts with transparency. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things. It again comes down to communication.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Experience Investigators by 360Connext

SEPTEMBER 8, 2020

To deliver consistent, positive experiences, you need consistent, positive communications. We had to address what was happening with a robust communications strategy, best practices training, and reinforcement along the way. They make assumptions based on culture. A Void of Communication Creates Misunderstanding.

How To 143

How To Culture Communication Customer Centricity 143

Bill Quiseng

DECEMBER 6, 2023

With a “People First” culture, no longer are people taking second or third seats to profits or customers. POLICY If you’re making frequent policy exceptions, then employee perception does not match company promises. It’s poor policy. GREAT leadership is not top-down, one-way, communication to employees.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

BlueOcean

SEPTEMBER 25, 2017

Communicate Your Vision. From the crafting of your RFP to the Statement of Work you develop with your new partner, your brand, your culture, your company’s voice, values, and vision must be clearly communicated. This can also happen when there are frequent policy changes that affect customer service.

Contact Center 84

Contact Center Government Automotive Training 84

Calabrio

OCTOBER 15, 2019

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

Storyminers

APRIL 6, 2020

As more countries report a rapid increase in covid19 cases, further implementing restrictive policies to flatten the curve, large companies are stepping in the game. CSR is a business model that holds companies accountable for the impact of their actions and policies. Should companies increase their support to the community?

Brands 147

Brands How To Policies Course 147

Lumoa

MARCH 20, 2018

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Customer Centricity Customer centricity refers to customer-oriented culture in the company. Include customer centricity into daily operations and communications inside the company.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

MAY 11, 2021

The strategy defines and communicates customer experience across your organization and aligns customer experience goals with larger organizational goals. The framework provides clear objectives, policies, and protocols around CX decisions. A CX strategy is based on a CX Mission Statement and a CX Success Statement. What gets funded?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Onboarding : Showcase your customer-centric culture during the onboarding process so that new employees know what that means.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

AskNicely

OCTOBER 17, 2017

On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change. Communicate NPS wins in the company newsletter? Be committed to ongoing communication so your team stays on track. Celebrate successes.

NPS 150

NPS Net Promoter Score How To Metrics 150