InMoment XI

SEPTEMBER 20, 2022

The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction). How aligned they are with the company’s overall business goals and culture. As a result, it only marginally impacts customer experience and downstream behavior.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Experience Investigators by 360Connext

AUGUST 20, 2024

The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. Give employees tools to share feedback about the customer journey.

How To 282

How To Customer Journeys Training Customer Centricity 282

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

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 Culture 295

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 83

Self Service Customer Service Airlines Touchpoint 83

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

InMoment XI

MAY 24, 2022

These signposts, or markers, represent the points along the path, or the trajectory, employee experience has taken, as companies become more mature in a) how they consider employee contribution, in other words the importance attached to it, and b) what role, or roles, employees have in enterprise culture, strategy, and business outcomes. #1:

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

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. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. They are not profit-centred.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

OCTOBER 4, 2024

It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data. But, they have a few key differences as they address different aspects of the customer’s interactions with the brand. Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Prompts might include: “We know who is responsible for the customer.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker. TRANSCRIPT.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. Establish customer-centric values and processes.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

Customer Guru

MARCH 15, 2018

In this exclusive interview with Customer Guru, Mr. Michels discusses the need of building a customer-focused culture in every organization as customer experience has become the key brand differentiator. How have you seen the concept of customer experience evolve in these years?

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 190

Strategy Customer Centricity Innovation Airlines 190

ShepHyken

APRIL 6, 2021

Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. . Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising 154

Advertising Consulting Brands Tips 154

delighted

MARCH 4, 2020

Investing in Customer Experience Management can give your whole company more insight on how customers experience your brand, what needs to be improved, and how to go about improving. Here are just a few: CXM strengthens company culture. 20 Customer Experience terms, definitions, and resources. What is digital CX?

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

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 107

Customer Service Training Training Customer Service Contact Center 107

Lumoa

MARCH 21, 2023

“ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.” I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety. This is all about being customer-focused.

Customer Focused 126

Customer Focused Customer Service Training Employee Experience Customer Experience 126

ShepHyken

FEBRUARY 15, 2017

If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. Customer centricity shouldn’t be a concept that is just bantered around.

Customer Centricity 90

Customer Centricity Culture Customer Focused Customer Service Training 90

CX Journey

FEBRUARY 14, 2018

If they're not all on board, if they don't all agree that the purpose of the business is create and to nurture customers, then there's a lot of short-term thinking that focuses on the numbers rather than a long-term vision to transform the culture and the business. It's definitely one of the problems. One big problem.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. But why stop there?

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Beyond Philosophy

JULY 25, 2024

Frictionless as a concept in Customer Experience is practically intuitive and an area of priority for many customer-focused organizations. This attitude often results in messy interactions that put associates in a bad position, leading them to apologize to the customer for the inconvenience. It is not one-size-fits-all.

How To 78

How To Culture Effort Score System 78

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ShepHyken

NOVEMBER 25, 2019

My Comment: This excellent article answers the question, “What is customer experience?” ” There is plenty of info, stats and facts that will take you from the author’s definition to strategic and tactical ideas that will help shape and improve your organization’s CX. Follow on Twitter: @Hyken.

Customer Service 121

Customer Service Culture Trends Touchpoint 121

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. We will find out exactly why in a moment.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Meeting 194

Meeting How To Airlines Virtual Agent 194

CX Journey

JANUARY 3, 2018

They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. This means they cause pain for your customers, too. They create nightmares for the customer experience. It's a culture issue.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

Gainsight

MARCH 2, 2022

For a recent episode of Gainsight’s GameChanger podcast, host Adam Joseph sat down to talk with Sitecore’s Global Vice President of Customer Success & Renewals, Lara Barnes. . To be successful, your business needs to be completely customer-focused from the top down,” says Barnes. Plan Your Work and Work Your Plan.

Customer Success 98

Customer Success Effort Score Course Culture 98

Vonage

MARCH 6, 2017

And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more. One definition of a mantra is a statement or slogan that is repeated. When it comes to your customer service promise and vision, every member of your organization must be in alignment.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185