InMoment XI

SEPTEMBER 20, 2022

The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction). How aligned they are with the company’s overall business goals and culture. Subsequent stages in EX maturity build upon that first step. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

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? Lisa says: “I definitely would have simplified it earlier. #CX #CustomerExperience Click To Tweet. Click To Tweet.

Connections 190

Connections Company How To Chief Customer Officer 190

SuiteCX

AUGUST 18, 2017

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 113

Culture Customer Engagement Engagement Innovation 113

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. Next, it’s essential to establish a customer-centric culture within your organization.

Customer Centricity 348

Customer Centricity Culture Customer Journeys Customer Satisfaction 348

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Customer Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture : build a long-lasting principles oriented on customer success. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Investigators by 360Connext

AUGUST 20, 2024

After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon. Help everyone in the organization connect how their role contributes to the customer experience.

How To 282

How To Customer Journeys Training Customer Centricity 282

SuiteCX

AUGUST 18, 2017

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

InMoment XI

MARCH 23, 2022

Despite what all the debate over The Great Resignation might imply, though, there is in fact a hierarchy of causes and events that we can definitively track to what we’re seeing in the job market right now. Culture, Infrastructure, and Operational Challenges.

Brands 370

Brands Policies Employee Engagement Employee Experience 370

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Companies with a highly engaged culture perform better, with higher stock prices, higher productivity, lower turnover, and greater customer satisfaction.” . Deepening Connections Through Feedback. Distractions abound.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture Company ROI Leadership 60

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. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Culture 295

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

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

ShepHyken

OCTOBER 10, 2023

If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer. Connect with Shep on LinkedIn. How do you define that value?

Culture 155

Culture Customer Service Training Employee Experience Course 155

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. After all, Suttle says, your culture is not just words on a page.

Culture 114

Culture Customer Service Leadership Airlines 114

BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. In-person negotiations with successful bidder.

Contact Center 294

Contact Center Travel Culture Meeting 294

NetBase

APRIL 27, 2020

In present culture, the meme reflects current news, changing moods of the people, as well as trends. And companies paying attention to this have a real opportunity to connect with their audience more than ever. And now brands everywhere are recognizing the power of using them to connect on a deeper level with their audience.

Culture 63

Culture Consumers Social Media Entertainment 63

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

Vonage

OCTOBER 2, 2017

Social media is changing the definition of what’s “fast” We’re each connected to an instant feed of live updates, breaking news and messages. This is a device that’s always on and always connected. But even the average consumer is connected to at least 150 people on Facebook and to around 140 people on Twitter.

Customer Expectations 435

Customer Expectations Omni-Channel Trends Self Service 435

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. . Learning Paths, Defined. What is a learning path?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Company Customer Experience Leadership 65

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

SurveyGizmo

SEPTEMBER 18, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Companies with a highly engaged culture perform better, with higher stock prices, higher productivity, lower turnover, and greater customer satisfaction.”. Deepening Connections Through Feedback. Distractions abound.

Connections 52

Connections Feedback Net Promoter Score Effort Score 52

CX Accelerator

OCTOBER 28, 2020

We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term. If you ever feel worn down by the work of CX, it may be time to connect with a community like CX Accelerator for insight and inspiration. Well done, ,, Schulbert Koleka. You can't tell me it's not worth dyin' for. Everything I do.

Culture 281

Culture Customer Centricity Video Groups 281

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? of customer experience. Here are 15 ideas to get you started.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

APRIL 5, 2021

Just look at the Cambridge dictionary definition of transformation “a complete change in the appearance or character of something or someone” and in this case to reflect your customer experience driving your decisions at every point in the desired end state. That just makes me happy!

Strategy 156

Strategy Consulting Airlines Culture 156

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 57

Connections Conference Loyalty Survey 57

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. In other words, they are truly customer-centric.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. Connect with Eric on his platforms: Eric’s Website. Youtube Channel.

Culture 52

Culture Employee Experience Multi-Channel Course 52

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Great managers are able to craft meaningful, motivating work experiences that almost by definition keep the person engaged. Managers are responsible for creating the jobs.

Management 114

Management Employee Engagement Culture Leadership 114

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. It’s understandable.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

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. Annette finds that one of the greatest ways to build a customer centric culture is to become involved with the employees who drive customer success.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59