AskNicely

JUNE 22, 2018

Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. This strong connection comes down to their core philosophy: incent, inspire, and empower your employees. Hit us up on Twitter @asknicely !

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

TechSee

JUNE 16, 2022

Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

AskNicely

AUGUST 29, 2018

Feedback gets collected and considered once a year amongst a small group, and not readily actioned. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift.

NPS 150

NPS Net Promoter Score Metrics Culture 150

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. Conduct a Focus Group. That’s right!

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

Customer Guru

MARCH 13, 2018

Before Bain, he helped set up an engine manufacturing plant for the Kirloskar Group and implement lean systems across their operations. He also talks about the need to leverage customer reviews in order to bring about this change in an organization. The first and foremost thing is a top-down approach to customer centricity.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Blake Morgan

MARCH 13, 2023

Rosewood Hotel Group (Sonia Cheng, CEO) Over the last decade as CEO, Sonia Cheng has led an incredible transformation to modernize and expand Rosewood Hotel Group. Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Totango

APRIL 25, 2019

Edgar Papke followed with an interactive session that shared a framework for true alignment and building brand intention, customer-centric culture and innovation by design. Keith Strodtman – COO, Customer First, SAP. Dilip Kumar – COO, Group Services, Dimension Data. Anne Ting – SVP Marketing, Totango.

NPS 54

NPS Connections Customer Centricity Customer Success 54

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 98

B2B Customer Experience Roadmap Culture 98

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Cultural readiness for stakeholder-centricity. Cultural readiness for employee ambassadorship. Linkages between employee behavior and customer behavior. .

Survey 111

Survey Company Leadership Study 111

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. That would leave one group with a customer-centric mindset and the rest without one. This situation can lead to policies and procedures that conflict between the groups. Finance determines how and when to spend money.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

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 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Wait Times 0

Thematic

JANUARY 2, 2019

Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Connect with Sean on LinkedIn and Twitter.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. Conduct a Focus Group. That’s right!

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want unique, special and innovative.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

SuiteCX

OCTOBER 4, 2017

If customer experience is important companies need to be investing in things that actually impact the customer experience. This means a new customer focus on ease of use, speed, choice, and service. If you don’t have a comprehensive end to end idea of your current customer journey how are you going to fix it?

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

SuiteCX

OCTOBER 4, 2017

If customer experience is important companies need to be investing in things that actually impact the customer experience. This means a new customer focus on ease of use, speed, choice, and service. If you don’t have a comprehensive end to end idea of your current customer journey how are you going to fix it?

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

CX Journey

AUGUST 26, 2014

Don''t forget to keep the organization as a whole informed about the changes - why they''re important, when and how they''ll happen, and how they''ll impact employees, customers, and the company in general. As such, the governance structure is critical to the foundation of any customer experience effort.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

ShepHyken

APRIL 18, 2022

inflation (or higher depending on your source of info), Americans can be divided into three groups: 1) convenience shoppers who value the experience over price and buy less than 40% of their purchase on sale, 2) bargain shoppers who buy more than 40%, and 3) part-tie bargain shoppers who fall in the middle. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

Verint

AUGUST 31, 2017

Verint will be joined by a prestigious group who will discuss current market trends, industry innovations, actionable learnings, new technologies—and how attendees can use them to carve out a competitive edge. CRMXchange Webinar: What Is the Future of Customer Service? September 19-21; Nashville, Tennessee.

Culture 27

Culture Engagement Customer Service Conference 27

CloudCherry

JANUARY 21, 2020

According to cross-industry research from the Aberdeen Group , VoC leaders significantly outperformed companies with less-mature VoC programs. And you’ll have more formalized processes for taking action on customer feedback and sharing insights with your leadership and frontline teams. How a VoC Program Benefits Businesses.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. To build an ethical culture, integrity has to be inextricably linked to the way you do business.

Sales 52

Sales Culture Leadership Brands 52

SurveySparrow

JUNE 30, 2023

Encompasses all touchpoints and interactions throughout the customer journey. Considers emotional connections, perceptions, and customer satisfaction. Involves multiple departments within an organization, including marketing, sales, customer service, and operations.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Thematic

DECEMBER 10, 2023

Contextual Understanding: Qualitative data analysis emphasizes the importance of understanding the research context and the social, cultural, and historical factors that shape it. It emphasizes the importance of understanding the research context and the social, cultural, and historical factors that shape it.

Analysis 62

Analysis Data Social Media Feedback 62

Beyond Philosophy

JANUARY 31, 2018

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Cultural readiness for stakeholder-centricity. Cultural readiness for employee ambassadorship. Linkages between employee behavior and customer behavior. .

Survey 68

Survey How To Culture Leadership 68

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

NobelBiz

NOVEMBER 9, 2021

To begin, let’s define two phrases that are frequently used interchangeably: “customer-centric” and “customer-oriented.” What defines a Customer-focused company? Its goal must no longer be to sell items, but to give a service to the customer: a monumental task! Then what does it mean to be customer-centric?

Customer Centricity 52

Customer Centricity Strategy Contact Center How To 52

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). If you don’t recognize their names, you should get to know them because their ideas will have much to do with future stakeholder-centric cultures.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

SmartKarrot

APRIL 6, 2023

Create and maintain a vibrant, customer-focused culture. Collaborate cross-functionally to represent the demands of the customer and make sure that the firm is properly aligned to support these accounts. In charge of a highly efficient customer success team that carries out Boast.ai’s purpose.

Customer Success 19

Customer Success Exercises Groups Customers 19