Strativity

FEBRUARY 5, 2018

Los Angeles – LRW, a leading global analytics and insights consultancy, announced today that it has completed the purchase of Strativity Group, an award-winning, global customer experience and culture design firm. Strativity is headquartered in the New York area and will continue to be led by founder and CEO Lior Arussy.

Consulting 40

Consulting Analytics Culture Innovation 40

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. A former teacher and economist, Adrian is now a consultant, author and speaker. Donna is an author, speaker and customer onboarding strategist.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

Innovation 100

Innovation Marketing Social Media Healthcare 100

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. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Strativity

AUGUST 19, 2014

One of the world’s authorities on customer experience and customer-centric transformation, Lior Arussy delivers results. His strategic framework converts organizations from product to customer centricity. His work has impacted 220 million customers and 375,000 employees in 21 countries.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Confirmit

JANUARY 15, 2020

In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives.

Case Study 52

Case Study Insurance Customer Centricity Video 52

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 138

Banking Culture Employee Engagement CEM 138

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Maz Iqbal

OCTOBER 7, 2014

Here is what I took away from that event: The terms customer-centric, Customer Experience, and innovation are empty. Then the debates occur as to what customer-centric means, what customer experience is and is not, what counts as innovation or not. And they do. I enjoyed meeting up with Ian J.

Customer Centricity 102

Customer Centricity Leadership Employee Engagement Exercises 102

ClearAction

NOVEMBER 2, 2017

All revolve around the customer because customers pay our paychecks. Harnessed handoff silos are a perfect indicator of profitable customer-centricity. 1) Customer-Centric Job Descriptions. It all starts with each employee seeing their role in terms of “why should customers pay for my work?”

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. This customer-centric focus is becoming more critical as new generations change how they shop.

B2B 110

B2B B2C Ecommerce Social Media 110

Experience Investigators by 360Connext

JUNE 24, 2015

The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. As you think about your current business or other future business possibilities, you might want to take a lesson on customer-centric design from the Girls Auto Clinic.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

ProProfs Chat

MARCH 27, 2019

In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots. Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Customer feedback is analyzed and acted upon.

Trends 108

Trends Chatbots e-support Customer Centricity 108

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people?

Culture 45

Culture Consulting Innovation Management 45

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1). Customer Experience Strategy : Exploring Success Factors.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Experience Investigators by 360Connext

NOVEMBER 3, 2020

Use employee personas to narrow down the journey you’re mapping. Just like customers, no two employees are alike. The new customer service agent has a very different employee journey than the Chief Innovation Officer. Instead, consider tackling one employee journey at a time.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. They found that their customers especially, really liked chat. Nate: Yeah, I agree.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

CloudCherry

JANUARY 21, 2020

By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics. There are many VoC maturity models that you can consult. Operational Benefits. Level 1: Foundational.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

SurveySensum

FEBRUARY 29, 2024

Why is Employee Satisfaction Important? Did you know according to a study published in the Academy of Management Journal , job satisfaction is positively correlated with individual and team innovation.? Employee satisfaction is paramount for the overall health and success of an organization.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement. appeared first on.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

Second to None

FEBRUARY 4, 2020

In addition to making employees happy, employee satisfaction is important for an organization because it can directly impact customer satisfaction, thus increasing profitability. A brand will be unable to find success without satisfied customers, which become much easier to obtain with highly engaged and satisfied employees. [1]

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. They are the visionaries.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ClearAction

DECEMBER 30, 2017

Likewise, in the management of customer experience itself, we often build-in silos unwittingly: voice-of-the-customer must be tied neatly to business intelligence and continual improvement initiatives and innovation and loyalty management. Solving customer experience silos is what customer experience management is all about.

Omni-Channel 75

Omni-Channel Customer Experience How To Customer Centricity 75

Second to None

MARCH 15, 2018

Understanding your brand’s existing culture can have a huge influence on engagement levels among your staff, and highly-engaged employees will have a direct impact on the way customers wind up perceiving your brand. The post How To Create And Act On Employee Feedback Surveys appeared first on Second To None.

Feedback 72

Feedback Survey Net Promoter Score How To 72

Michelli Experience

DECEMBER 5, 2017

It is their willingness to embrace customer-centric change that these companies have propelled their businesses into the next developmental phase. Starbucks paid attention to mobile technology proliferation and their customers’ desire to use their mobile phones to order, pay, etc. Rapid Growth. Reassessment. Michelli, Ph.D.

Gamification 113

Gamification Consulting Study Customer Centricity 113

Alida

DECEMBER 22, 2016

It’s not just Donald Trump’s election that’s signaling a change in the structure of globalism’s future,” says Mary Meehan, founder of research consultancy Panoramix Global, in a Forbes article. At the same time, however, it’s crucial to avoid employee churn given the high cost of losing an employee.

Trends 0

Trends Social Media Advertising e-support 0

Second to None

OCTOBER 2, 2018

Not only will this help you identify how to make your employee advocacy program more effective, but it will also give you some insight into employee engagement and satisfaction. However, employee surveys can be costly and time-consuming. Engaged employees are happier and more productive. Offer Incentives.

How To 59

How To Social Media Employee Engagement Brands 59

Michelli Experience

DECEMBER 5, 2017

It is their willingness to embrace customer-centric change that these companies have propelled their businesses into the next developmental phase. Starbucks paid attention to mobile technology proliferation and their customers’ desire to use their mobile phones to order, pay, etc. Rapid Growth. Reassessment. Michelli, Ph.D.

Gamification 100

Gamification Consulting Study Customer Centricity 100

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking 60

Banking Culture Employee Engagement Customer Centricity 60

Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

Consulting 52

Consulting Customer Experience Customer Focused Employee Engagement 52