Daniel Group

FEBRUARY 5, 2021

So, over the last few years, customer experience has taken more of a front seat with Butler. It’s starting to be ingrained more in our culture, our leadership buy-in. Jodi Phillips (05:25): So again, I think it goes back to our leadership and our organization, with that stronger focus on that healthy side of our business.

Effort Score 111

Effort Score Leadership Groups Survey 111

Customer Bliss

APRIL 27, 2018

This customer observation leads to the identification and understanding of moments where you need to be deliberate and deliver a reliable experience for customers they may not be able to articulate. Leaders’ connection to customers change when they are involved in these fearless conversations.

Effort Score 181

Effort Score Survey Social Media Customer Journeys 181

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 58

Data Leadership Company Culture 58

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Maz Iqbal

SEPTEMBER 18, 2014

Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers. Changing interaction patterns among functions is much more powerful than creating a dedicated customer-centricity function.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

ClientSuccess

OCTOBER 12, 2020

There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. eBook: 8 Ways To Ensure That Your Startup Is Customer Success Focused.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

CX Journey

JULY 27, 2017

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. You know the old saying: What got you here won't get you there.

Policies 146

Policies Innovation Video Employee Experience 146

ClientSuccess

AUGUST 10, 2022

It’s important to realize that these are questions that nearly all customer success teams have at one point or another. Of course, you’re most likely measuring all of these metrics and dutifully tracking when a customer changes course. The solution .

Customer Success 78

Customer Success eBook NPS Metrics 78

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. The Ultimate Question 2.0 looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Alignment

OCTOBER 2, 2017

Establish customer, technology and industry influencing trends Build scenarios to respond to the empowered and digitally connected customer Define the role, balance and interplay of digital and human touchpoints in meeting customers changing needs Recognise organizational implications of digital optimisation and enablement Not much to do then!

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Kustomer

JUNE 17, 2021

And so you often have a lot of things that are culturally based, but then when you start looking at it, you have to tie the CX program to the business objectives, right? For me, having that end to end leadership and visibility is extremely important, particularly in a software service business. Some people are dabbling.

Sales 75

Sales Employee Experience NPS Banking 75