Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff! Get to the root cause.

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

ShepHyken

MARCH 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture.

Culture 160

Culture Hotels Customer Service Training Training 160

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. When employees feel encouraged to share their thoughts without fear of judgment, they contribute to a culture where creativity thrives.

Innovation 451

Innovation e-support Culture Customer Centricity 451

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

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 1: Organizational Culture. Element 2: Customer-Focused Processes.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Brad Cleveland Blog

FEBRUARY 20, 2025

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 35

Customer Focused Culture Customers Call Center 35

Blake Morgan

OCTOBER 29, 2024

These leaders do more than just manage—they inspire teams, foster a culture of engagement, and drive performance. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Foster a culture of open dialogue where customer feedback is welcomed and shared.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”. But guess what?

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

eglobalis

OCTOBER 1, 2024

Foster a Culture of Open Communication Promoting open communication is key to eliminating silos. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration. This not only enhances the effectiveness of the campaigns but also ensures that all departments are invested in the product’s success.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 113

Culture Customer Centricity Sports Customer Service Training 113

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

Blake Morgan

FEBRUARY 11, 2025

What does it take to scale customer-centric culture across an entire company? Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. I tend to agree.

How To 378

How To Customer Journeys Culture Training 378

ECXO

FEBRUARY 3, 2025

Encourage team members to share success stories and strategies to foster a culture of continuous improvement. Example: A B2B company conducts monthly workshops where sales reps practice handling hypothetical scenarios, like anticipating objections or addressing customer concerns preemptively.

Sales 266

Sales Customer Experience e-support Examples 266

Experience Investigators by 360Connext

DECEMBER 29, 2014

What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened. How do smart companies maintain a customer-centric culture as they grow? Customer Experience is…What, Exactly?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ijgolding

JUNE 14, 2017

If a continuous stream of messages is not translating its way across all floors, corridors, smartphones, tablets and PCs, then it is unlikely that the intent to become customer focused will become a reality. Last year I judged the inaugural Gulf Customer Experience Awards in Dubai. You can read my column here!

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

ECXO

SEPTEMBER 30, 2023

Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. Secure your spot on Zoom by registering here: [link] The European Customer Experience Organization (ECXO) approach to #CXDay celebration with pure added value with Ilenia.

Meeting 296

Meeting Customer Centricity B2C Culture 296

Blake Morgan

FEBRUARY 4, 2025

The best organizations dont rely on one-time initiatives or complex programsthey build customer-focused cultures through small, consistent actions that empower employees to deliver great service. Tune in now to learn how small, consistent improvements can transform your service culture. ” To learn more visit www.8CXLaws.com.

Culture 52

Culture Strategy Customer Experience Contact Center 52

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 299

Customer Experience Leadership Innovation Roadmap 299

ShepHyken

SEPTEMBER 14, 2022

A bad culture is the problem. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience.

Culture 113

Culture Customer Service Poor Customer Service Leadership 113

ECXO

JULY 1, 2024

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. In today’s customer-focused business world, these insights are more important than ever. Consider Jung’s theory of collective unconscious.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ECXO

OCTOBER 7, 2024

Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Blake Morgan

DECEMBER 30, 2024

He shares insights on building customer-focused cultures, fostering employee engagement, and blending emotional intelligence with operational excellence to deliver exceptional guest experiences. She is a customer experience futurist and author of three books on customer experience. ” To learn more visit www.8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

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.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Blake Morgan

MARCH 11, 2025

Leaderships Role in Aligning Employees with Customer Needs Bill emphasizes that modern leadership requires shifting from a command-and-control approach to coaching and empowerment. He highlights how employee ownership, tool mastery, and cultural alignment create stronger decision-making and a more engaged workforce. 8CXLaws.com.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266