Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author.

System 317

System Effort Score NPS Net Promoter Score 317

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

SEPTEMBER 10, 2019

If they don’t, we will have no competitive advantage. About : Steve Farber is the president of Extreme Leadership Inc., Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. How can I make my customers love me?

Competitive Advantage 113

Competitive Advantage Culture Employee Experience Leadership 113

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

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. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

InMoment XI

NOVEMBER 15, 2023

Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

CX Journey

NOVEMBER 15, 2017

The only competitive advantage we have is the culture and values of the company. Make sure everyone understands why they are critical to the organization, to the employee experience, to the customer experience, to your culture - and then make the time to get the important task of developing them on the docket right away.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

ReviewTrackers

JUNE 22, 2020

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 114

Brands Company Social Media Competitive Advantage 114

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. Price is important, but an amazing customer experience can differentiate a brand from its competitors.”

Competitive Advantage 88

Competitive Advantage Customer Retention Leadership Customers 88

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. . Employee Surveys.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. It starts with leadership, where decisions are made and trickle down to every department in the company. Use the data and feedback to improve the experience.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Daniel Group

DECEMBER 21, 2023

My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? I stress how culture is critical in driving an organization’s performance, especially in delivering exceptional customer experiences.

Culture 52

Culture B2B Industry Competitive Advantage 52

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Gratitude generates gratitude.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. Strategic impact means you’re creating competitive advantages for your enterprise.

Sports 71

Sports Customer Experience Handbook Case Study 71

Forcivity Salesforce

SEPTEMBER 21, 2021

The customer experience (CX) and employee experience (EX) have never been more important. Independently, each leads to valuable relationships — with customers and employees (CX) and employees and management (EX). Show that the company has a purpose and employees are a key component. Why it's important.

Customer Experience 59

Customer Experience Employee Engagement Competitive Advantage Employee Experience 59

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

JULY 12, 2018

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 175

Brands Company Social Media Competitive Advantage 175

SurveyGizmo

JULY 23, 2018

  With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority. One experience cannot be truly successful without the success of the other. Effects of workplace bullying on customers.

How To 63

How To Healthcare Culture Employee Experience 63

Playvox

FEBRUARY 6, 2024

These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages. Create an optimal competitive position — strive to create an experience so good they can’t imagine receiving the same level of support and attention anywhere else.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.”

Employee Experience 52

Employee Experience Leadership Industry Competitive Advantage 52

Russel Lolacher

MARCH 2, 2022

Leadership commitment and alignment are critical to success. In Built to Win, the factors are in no particular order, but I’ll share a few here: Have visible (and visibly) customer-centric leadership, demonstrating a customer commitment from the top down. Usually, it’s a leadership issue. Have a C-suite executive (e.g.,

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Qualtrics

OCTOBER 30, 2020

Here’s how to speak the language of your leadership team to get buy-in for your DEI program. Successfully building a diverse, equitable, and inclusive workforce gives your company a competitive advantage and enables you to better attract and retain the best talent. DEI is a powerful competitive advantage when it comes to hiring.

Strategy 39

Strategy Competitive Advantage How To Tips 39

Beyond Philosophy

JUNE 7, 2016

CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

Integrity Solutions

JULY 31, 2024

The connection between employee experience and customer experience has been well-established , and the context of that experience has widened as remote working and selling have become more entrenched. All told, an irresistible sales culture can become your biggest competitive advantage.

Sales 68

Sales Culture Competitive Advantage Training 68

Qualtrics

JUNE 17, 2020

It not only creates a sense of belonging for your people, but also gives your company a competitive advantage. A culture of inclusion is not only critical to the success of diversity efforts, but creating an inclusive workplace also creates a positive employee experience. Make inclusion part of the employee experience.

Competitive Advantage 39

Competitive Advantage Culture Leadership Employee Experience 39

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Michael Lowenstein, Ph.D., The first, a B2C example, involves a major player in the cable television industry.

B2C 60

B2C B2B Metrics Analysis 60

Qualtrics

APRIL 25, 2019

These demographics are set to be more culturally diverse than anything seen before, and they are motivated by values, purpose, and experience. Successfully building a diverse and inclusive workforce is therefore going to be a bigger competitive advantage, enabling organizations to better attract and retain the best talent.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

West Monroe

MAY 13, 2024

Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape. We’ve seen companies that optimize work to talent type save 30-40% (often millions).

Transportation 52

Transportation Resources System Analytics 52

West Monroe

MAY 13, 2024

Optimizing talent channels (employees, contingent talent, outsourced, and automation) and aligning work with suitable talent groups is key to maintaining competitive advantage in this landscape. We’ve seen companies that optimize work to talent type save 30-40% (often millions).

Transportation 52

Transportation Resources System Analytics 52

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Customer Experience as a Leadership Tool.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Happy or Not

JUNE 13, 2023

By improving employee engagement through initiatives such as creating a positive work environment, providing opportunities for growth and development, and fostering strong leadership, organizations can unlock the full potential of their employees and achieve better performance outcomes.

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36