CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 225

ROI Financial CEM Metrics 225

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

InMoment XI

OCTOBER 24, 2019

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling. This is easier said than done. But to begin, View Article.

Connections 150

Connections Customer relationships Employee Experience Measurement 150

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

FEBRUARY 20, 2025

In contrast, value selling takes a customer-focused approach. Real-World Examples of Value Selling Several companies have successfully transitioned from product-centric to value-centric approaches: Apple: Instead of focusing solely on technical specifications, Apple emphasizes how its devices seamlessly integrate into users lives.

Loyalty 300

Loyalty Competitive Advantage Advertising Feedback 300

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

InMoment XI

JANUARY 25, 2022

If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. Element 2: Customer-Focused Processes. Element 1: Organizational Culture.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. But there is another factor in this equation… your staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

InMoment XI

OCTOBER 24, 2024

InMoment excels at offering a platform that connects customer data from every channel into one easily accessible location and offers consulting services from in-house industry experts. With the InMoment XI Platform, you can handle all your customer data in one place. out of 5 stars. References Statista.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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

eglobalis

SEPTEMBER 19, 2024

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. Actionable Items: Host Vision Workshops: Regular sessions can help employees understand how their roles contribute to the company’s long-term vision and customer success.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

ECXO

OCTOBER 7, 2024

Step into the dynamic world of business where the stakes are high, and customer demands are ever-growing. As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. She’ll show you how to shift from a product-focused mentality to a people-focused mindset, creating exceptional value for your customers. Embrace change and foster innovation at every level.

Meeting 296

Meeting Customer Centricity B2C Culture 296

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

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. Follow the S.U.P.E.R. Framework Brittany’s S.U.P.E.R. 8CXLaws.com.

Loyalty 69

Loyalty Strategy Leadership Connections 69

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

OCTOBER 29, 2024

The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Connect with Shep on LinkedIn. Make it easy and quick for them to do so.

Loyalty Programs 85

Loyalty Programs Customer Service Training Video Customer Service 85

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

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

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

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 90

Customer Experience Sports Customer Service Training Video 90

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

NOVEMBER 26, 2024

While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994. Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy.

Brands 82

Brands Loyalty How To Policies 82

ShepHyken

MARCH 4, 2025

If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same. Share insights with your team and use them to stay customer-focused and ahead of your competition. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

How To 82

How To Exercises B2B Feedback 82

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

Experience Investigators by 360Connext

JANUARY 18, 2022

One approach to take is tackling a small part of customer experience each month. Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.”.

How To 378

How To Customer Journeys Culture Training 378

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! While AI can help scale services, it doesn’t replace human connection. 8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

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

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

Blake Morgan

NOVEMBER 5, 2024

His five-part framework helps companies use AI not just to streamline processes but to drive growth through stronger customer connections. Here’s a breakdown of Edelman’s approach: Empower the Customer : AI should enable customers to accomplish tasks effortlessly, acting on their behalf to streamline experiences.

Strategy 59

Strategy Leadership Connections Brands 59

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them.

Hotels 160

Hotels Connections Customer Service Training Retail 160

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being. I’ve been known to disappear behind a mirrorless camera for hours on end, and there’s a soft spot in my heart for old-school, tabletop roleplaying games.I’ve

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

Blake Morgan

DECEMBER 17, 2024

GoTo is redefining how companies connect with customers and manage the modern contact centers. She is a customer experience futurist and author of three books on customer experience. ” To learn more visit www.8CXLaws.com.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40