Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

ECXO

OCTOBER 14, 2024

It’s time to shift focus towards your customers more significantly. Identify key areas for immediate improvement and consider how you can realign your strategies to be more customer-focused. – 30 points or below: It appears that a customer-centric approach is not a priority yet. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

ECXO

JULY 1, 2024

Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. Consider Jung’s theory of collective unconscious.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Company How To Chief Customer Officer 190

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. Foster a Culture of Open Communication Promoting open communication is key to eliminating silos.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Keep moving for the benefit of your body and mind.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. 03(38) Join us for an inspiring session!

Meeting 296

Meeting Customer Centricity B2C Culture 296

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience.

Customer Experience 287

Customer Experience Leadership Innovation Roadmap 287

Vonage

SEPTEMBER 16, 2016

Their hiring and training is focused on customer service, and they truly deliver it. Here are some areas that differ between customer-focused companies and operations-focused companies: Empowerment: Employees in a customer-focused company are given the freedom to make decisions for the benefit of the customer.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

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. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ijgolding

JUNE 14, 2017

As I have committed my experiences, thoughts and knowledge to writing, several common themes and ‘connections’ have risen to the surface. Last year I judged the inaugural Gulf Customer Experience Awards in Dubai. The post Communication — Essential to Creating and Sustaining a Customer-Centric Culture appeared first on I J Golding.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

MAY 23, 2023

The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. Who can help you make this successful?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. Unfortunately, some leaders don’t realize this and can’t connect the dots. . The post Bad Customer Service Isn’t the Problem.

Culture 110

Culture Customer Service Poor Customer Service Leadership 110

Blake Morgan

NOVEMBER 19, 2024

Here are Brittany’s 7 proven strategies for creating superfans: Your Story: The Starting Point for Building Superfans Share what makes your brand unique to build emotional connections with customers. People connect with stories, not just products. Engage Employees First Passionate employees create passionate customers.

Loyalty 69

Loyalty Strategy Leadership Connections 69

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. We can ALL do this.

Handbook 88

Handbook Culture How To Case Study 88

PeopleMetrics

JANUARY 13, 2025

Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action. Its about creating a culture where every decision is made with the customer at the center. Without that, the idea of being customer-focused is just empty talk.

Customer Centricity 71

Customer Centricity Culture Feedback B2B 71

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ijgolding

OCTOBER 3, 2016

Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Experience Investigators by 360Connext

AUGUST 20, 2024

The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. Develop a “customer room” either in-person or virtually.

How To 282

How To Customer Journeys Customer Centricity Training 282

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

ShepHyken

JANUARY 28, 2025

Ongoing training and/or reminders are the key to a successful customer-focused culture. Customer Service Is What Happens When Customer Experience Fails : Customer service is not a department. However, customer support is a department. One is about your culture. Connect with Shep on LinkedIn.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

InMoment XI

SEPTEMBER 20, 2022

Even consultants and professional HR associations like the Society for Human Resource Management have determined that even high-level satisfaction doesn’t necessarily mean closer connection to the employer or greater employee performance. How aligned they are with the company’s overall business goals and culture. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Blake Morgan

NOVEMBER 12, 2024

The brand has leveraged creativity, technology, and value to enhance customer experience in a way that resonates with today’s digitally connected and convenience-driven audience. This approach ensures the brand remains culturally relevant and engaging. Partnerships with cultural icons further amplify its bold, fun brand image.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. For Most Organizations, Culture Has Already Changed. What Does it Take to Sustain Culture Change? By Bob McCarthy.

Culture 87

Culture Banking Financial Sales 87

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Ideally, every employee should get the chance to watch, listen and interact with customers regularly.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246