Experience Investigators by 360Connext

DECEMBER 29, 2014

How do smart companies maintain a customer-centric culture as they grow? She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

Blake Morgan

OCTOBER 29, 2024

The key to thriving in this environment lies in a few strategic moves: strong leadership, preventing agent burnout, and leveraging AI effectively. Michele Crocker, a seasoned expert in digital customer experience and contact center consulting, knows this all too well. One of the most critical elements Michele highlights is leadership.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

OCTOBER 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. You can hear everything we learned and access resources to help in this free quick start guide to CX leadership. CX consultants, in particular, help organizations develop the foundational elements they need to sustain their CX success.

Consulting 143

Consulting Customer Experience Customer Journeys Leadership 143

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Make sure they do.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. However, towards the end of the 90’s, HPs leadership changed. I became a marketing consultant!! Is it really possible to measure customer culture?

Culture 264

Culture Measurement Customer Centricity Hotels 264

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Effort Score Leadership Conference 112

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. They protect bad leadership.

Culture 110

Culture How To Leadership Social Media 110

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Culture must be proven. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

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

Lumoa

APRIL 6, 2023

Revisit Organizational Culture Gaps in organizational culture often regrettably stem from a less-than-ideal leadership style. Leadership needs to focus on building an organizational culture where customer-centricity is at its core. The answer is simple: Everyone.

Customer Experience 195

Customer Experience Customer Centricity Culture Leadership 195

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you developed a Culture Ambassadors program? they don't.

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Experience Investigators by 360Connext

OCTOBER 2, 2018

It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. You need diligence and persistence in this type of leadership. But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture. The “Big Idea” CX Leader.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Lumoa

MAY 5, 2022

Developing CX leadership requires collaboration and communication with customers, employees, and partners. In addition, you must have employees who are committed to creating a good performance culture. Turn words into concrete actions and build a CX culture with committed people throughout the business.

Strategy 259

Strategy Customer Experience How To Consulting 259

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Don’t underestimate culture. A lean and agile culture will definitely support you in that matter.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys Infographics 110

ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. ” “You have a culture, whether you are intentional about it or not.

Leadership 90

Leadership How To Culture Employee Engagement 90

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. Cultural transformation is never easy. In most organizations, CX cultural transformation includes so many moving parts, there’s no way to speed things up.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Lumoa

FEBRUARY 7, 2023

“Lumoa will support our strong CX culture by helping us to deliver valuable customer insights right across the business because there is no limit to the number of people we can onboard under the same plan. Culturally and functionally, Lumoa is an obvious and ideal long-term partner for Shawbrook Bank.” For more information: www.lumoa.me

Banking 195

Banking Feedback Management Culture 195

Comm100

MARCH 8, 2017

Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Chelsea Krost. ChelseaKrost. Flavio Martins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

SEPTEMBER 4, 2021

In this episode, we discuss how we categorize the customer centricity of organizations and use the areas of People and Culture and Leadership to determine it. Two of the most significant are People and Culture and Leadership. 23:27 We introduce another area of customer centricity, Culture and Leadership.

Culture 88

Culture Customer Centricity Leadership Consulting 88

Michelli Experience

SEPTEMBER 21, 2016

The same can be said for great service cultures. Within the context of the Starbucks culture, leaders and frontline service providers (all of whom are referred to as partners) are consistently encouraged to live the company’s mission: . “To When the e-mail surfaced, Starbucks leadership did the right thing.

Culture 100

Culture Customer Experience Leadership Video 100