Customer Bliss

JANUARY 28, 2021

Customer experience employees are at the frontlines of every company. Here are the five leadership actions to build trust across teams. Be bold when challenging ideas, and be bold with your generosity. -- @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet. Lead By Example, Even When It’s Unpopular.

Leadership 254

Leadership User Experience Feedback Culture 254

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

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many companies define customer centricity as “putting the customer at the centre,” yet this often stays as a slogan without actionable meaning. Source: Forbes.

Leadership 156

Leadership Culture Customer Centricity Rewards Programs 156

Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. How does your company understand who belongs in your culture and interacting with customers? Magazine named Pal’s to its list of “25 Most Audacious Companies.

Case Study 258

Case Study Study Company Culture 258

eglobalis

NOVEMBER 26, 2024

The company shifted its approach to deliver action-based empathy, such as proactively addressing technical issues to minimize disruptions. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs.

B2B 450

B2B B2C Culture Net Promoter Score 450

InMoment XI

MARCH 2, 2022

Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

eglobalis

AUGUST 13, 2024

By exploring these aspects, we aim to understand why Samsung leads in design, why Apple enjoys unparalleled brand loyalty, and the challenges both companies face in the future. Here, we provide an overview of their corporate structures, leadership, and financial performance. Samsung is renowned for its flexibility in integration.

e-support 471

e-support Innovation Customer Centricity Loyalty 471

InMoment XI

MAY 4, 2022

Leadership and Loyalty. Effective leadership. By no surprise, employees who trust and respect the leadership of an organization often feel more empowered and motivated to do their best, which reduces employee turnover and its costs. Think about the knowledge and experience the company held onto by keeping those employees.

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 410

Strategy Customer Experience Net Promoter Score Customer Centricity 410

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin. The result?

Innovation 156

Innovation Leadership Customer Insights Report 156

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. LOYALTY Customer loyalty to your company starts with company loyalty to your people. Be GREAT out there!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. The post 4 C’s of CX Culture: How Well is Your Company Doing?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

C3Centricity

AUGUST 29, 2023

However, despite […] The post Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy first appeared on c3centricity. In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy.

Strategy 296

Strategy Company Customer Expectations Customers 296

eglobalis

OCTOBER 1, 2024

To truly thrive in today’s business landscape, companies need to foster cross-departmental communication, aligning teams and their objectives toward a unified goal—delivering value to the customer. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments.

Customer Journeys 391

Customer Journeys Culture Leadership Effort Score 391

ECXO

JULY 29, 2024

Companies use several methods to gather data and understand their customers: Voice of Customer (VOC) Programs : Capturing customer preferences, experiences, and expectations through direct and indirect feedback. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

OCTOBER 14, 2024

Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. The static nature of the pillars does not account for the different challenges companies face in various industries and regions. What about flexibility? The same applies to B2B and B2C.

Customer Experience 388

Customer Experience Customer Journeys Case Study Innovation 388

ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

Blake Morgan

MARCH 11, 2025

Under his leadership at OTC: Revenue grew by 43% Earnings increased over 80% Key Takeaways from This Episode AIs Role in Business and Customer Experience Unlike many who fear AIs impact on jobs, Bill sees AI as a workforce enabler. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

InMoment XI

MARCH 12, 2020

Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This article was originally published here.

Customer Experience 338

Customer Experience Leadership Customers Company 338

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 314

B2B Customer Journeys How To Effort Score 314

InMoment XI

SEPTEMBER 21, 2021

None of this is to say that metrics aren’t important, but companies should remember that they can only reveal so much about why customers may be experiencing an issue or even why they remain loyal to the brand. So, how can companies compensate for this lack of context?

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

InMoment XI

NOVEMBER 4, 2021

And with the proper alignment, your company can drive better decisions that will positively impact your customers, employees, and bottom line. Step #3: Design & Assemble CX Leadership. The ideal CX leadership doesn’t look like a single team—it looks like multiple teams overlapping. Or is it somewhere in the middle?

ROI 397

ROI Leadership Industry Customer Experience 397

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. This example is illustrative for what happens to many companies that set out to be customer centric.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

eglobalis

NOVEMBER 12, 2024

Last Articles: Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership [link] Stuck in an Outdated CX Framework? Here’s Why You’re Missing Out on Real Results – [link] AI in the Workplace: Transforming Customer and Employee Experience – [link] Delete, Ignore, Snub or Engage?

Customer Centricity 474

Customer Centricity Strategy B2B Consulting 474

C3Centricity

NOVEMBER 26, 2024

This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive their interactions with your company. Can you say the same about your company? Eliminate company silos 1. How do you stand in that competition?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ECXO

JULY 16, 2024

By promoting good sleep hygiene, companies can ensure a healthier workforce, thereby reducing absenteeism and associated costs. This positive perception can differentiate a company in a competitive market and become a unique selling proposition. A 20-minute power nap can significantly boost alertness and productivity.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 255

Customer Experience Leadership Innovation Roadmap 255

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! From the company’s perspective, customer success is a strategic asset.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

InMoment XI

MAY 24, 2022

Whichever part of the customer journey you’re in charge of, you can expect the latest thought leadership to stay ahead of the curve, transcend challenges, and drive transformational change at scale. Update from InMoment’s Global CMO.

Entertainment 370

Entertainment Case Study Conference Leadership 370

Lumoa

FEBRUARY 20, 2018

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Customer experience refers to how customers perceive the interactions with your company. Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

ECXO

JULY 10, 2024

Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions. Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

NOVEMBER 19, 2023

His research focuses on organizational maturity, design leadership, and customer-centricity. He is a board member at the Swiss design agency Vetica and co-owner of Customer Metrics AG, a company specializing in organizational metrics. For more information, please visit: www.janerikbaars.com.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Check out these must read articles below!

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

ECXO

OCTOBER 7, 2024

Empowerment lies at the core of your leadership. In today’s world of abundant choices, the role of a CX leader is pivotal in shaping a company’s perception and success. This involves aligning the company’s vision, values, and operations with the goal of delivering exceptional customer experiences.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373