Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Determine what others in your organization need to know to really connect with the person who is your customer. Behaviors and attitudes are different from place to place, culture to culture.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. In international work, be aware of cultural differences.

Culture 234

Culture Exercises Connections Customer Centricity 234

Comm100

SEPTEMBER 27, 2018

They want to connect with the business on a more emotional level and develop trust by getting reassurance from someone within the company. Concentrate on Customer service attitudes, skillset, and the way they behave during training – Create practical exercises that will engage the customer service agents. Download Free.

Culture 173

Culture How To Tips Training 173

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. At around 6 a.m. This is an exciting time. “We

Meeting 246

Meeting Culture Exercises Connections 246

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. And better yet, it was part of the overall culture.

Exercises 214

Exercises Culture Employee Engagement Customers 214

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? One of my favorite CX exercises is where I ask people to use a magic wand. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. One of the most important things a good journey map can do is connect the employees of an organization to the customer.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ECXO

JUNE 20, 2023

How do you shift to a purpose-driven culture? It’s hard work changing culture. None of the above is a one-off exercise. How can you bring your purpose and values to life? How will you achieve your goals? How do you align your whole organisation around your renewed purpose?

B2B 367

B2B Brands Innovation Government 367

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. This is why we have to continually connect to the business why. What’s the difference? And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Exercise, stress management, and eating specific foods can boost our serotonin. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Exercises 52

Exercises Engagement Culture Groups 52

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Experience Investigators by 360Connext

FEBRUARY 23, 2021

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? One of my favorite CX exercises is where I ask people to use a magic wand. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

rethinkCX

FEBRUARY 13, 2025

Use simulations and role-playing exercises to improve real-world interactions. Foster a culture of learning and skill enhancement. For more expert insights, subscribe to our blog or connect with our team for tailored solutions. Balance workloads for improved agent performance.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. Two distinguishing features make them possible in this author’s opinion: Visionary leaders capable of shaping operations and culture around adaptive principles. That means that you can connect just about any sensor to the network. We’re here to help.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. You’ll need to align systems, policies, processes and culture around the needs of customers. Those companies even call CJM their superpower. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. This moves the connection from a somewhat cold, professional exchange, to something far more friendly and personal, if not actually personalised. How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

C3Centricity

JULY 17, 2016

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. Observation is not as easy as it looks.

Exercises 120

Exercises Customer Centricity Culture Connections 120

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Agents need to feel heard to keep morale and engagement high.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

ECXO

JULY 23, 2024

This is quite different from the traditional leadership model, which focuses on the accumulation and exercise of power by the person at the “top of the pyramid” A servant leader makes the needs of their team a top priority, encourages personal growth, and fosters a community-oriented spirit within the organization.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Culture Trends Connections 52

DCX

OCTOBER 29, 2024

These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week. Key Takeaway: Chewy’s approach shows that emotional connection isn’t about grand gestures. It’s about consistent, genuine care. So, what do you say?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Vonage

APRIL 6, 2016

When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage. But this time, make a “personal connection” first. This little exercise shows how easy it is to improve customer experience by adding a personal touch. I am hoping you can help me.” You can help?

Customer Experience 120

Customer Experience Exercises Culture Connections 120

DCX

DECEMBER 24, 2024

We also dug into what truly connects us to the people we serve. This positively impacted how I approached conversations and built connections with my colleagues and clients.” 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Course 52

Course Social Media Leadership Roadmap 52

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Providing focus to the experience was something every employee could understand, connect to emotionally, and understand how their role helped. Here’s an exercise for you to try: Ask one employee what your brand promise is and note their answer. Their products already did that, in some cases quite literally! Then ask another.

How To 214

How To Airlines Brands Hotels 214

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. It transforms standard interactions into human connections, fostering trust and loyalty. Empathy, on the other hand, is about true connection. Whether its healthcare, hospitality, or retail, the ability to connect with people emotionally changes how they perceive a brand.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Russel Lolacher

JUNE 15, 2021

Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. Sharing the same vocabulary with your #customer puts you on the path to a more customer-centric culture. The customer calls it “shopping elsewhere.”. You call it processing time.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Here are some social media training activities and exercises that we have compiled to help you train your team: Group Introduction Activity.

Social Media 166

Social Media Course Training Marketing 166

NetBase

JANUARY 8, 2020

The most successful businesses have realized they must humanize their brand to connect with consumers. Building a customer-first culture that drives growth and profitability by way of increased market share and consumer retention, requires warmth. The post Humanize Your Brand to Connect with Consumers appeared first on NetBase.

Consumers 13

Consumers Connections Brands Loyalty 13

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. Two distinguishing features make them possible in this author’s opinion: Visionary leaders capable of shaping operations and culture around adaptive principles. That means that you can connect just about any sensor to the network. We’re here to help.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183