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

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

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

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

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 112

Culture Customer Service Poor Customer Service Leadership 112

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

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. We also discussed how his CCO role is an expansion of a tradtional CMO role and why the company wanted to expand his role.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

CX Accelerator

JANUARY 11, 2021

He walked right past our tour group, said hi, then sat down at his cube. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. They revered the customer relationship and upended everything else. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

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. Develop a “customer room” either in-person or virtually.

How To 282

How To Customer Journeys Customer Centricity Training 282

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

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

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Colin Taylor, CEO at Taylor Reach Group.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Chris Neeson, Customer Experience Leader, Ohio Mutual Insurance Group.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

AskNicely

JUNE 22, 2018

Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. Curious how AskNicely can help you drive a more customer-obsessed culture? Want to see CX Obsession happen in your city? BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Sometimes organizations do the same for customers.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

CX Journey

AUGUST 26, 2014

Don''t forget to keep the organization as a whole informed about the changes - why they''re important, when and how they''ll happen, and how they''ll impact employees, customers, and the company in general. As such, the governance structure is critical to the foundation of any customer experience effort.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

InMoment XI

SEPTEMBER 20, 2022

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. In other words, though many companies might infer that happy employees equal happy customers, that relationship isn’t necessarily real or causal. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

CX Accelerator

JANUARY 11, 2021

He walked right past our tour group, said hi, then sat down at his cube. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. They revered the customer relationship and upended everything else. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

AskNicely

AUGUST 29, 2018

Feedback gets collected and considered once a year amongst a small group, and not readily actioned. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. This customer-fueled approach to business growth has evolved into a culture shift.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Customer Guru

MARCH 15, 2018

Stefan Michels, Director Customer Service and Experience, QVC – an American cable, satellite and broadcast television network, and flagship shopping channel specializing in televised home shopping that is owned by Qurate Retail Group. How have you seen the concept of customer experience evolve in these years?

Culture 85

Culture Customer Experience Customer Service Customer Centricity 85

InMoment XI

OCTOBER 18, 2023

The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation. It empowers your teams to make decisions with the customer in mind and aligns the entire organisation towards delivering customer-centric outcomes.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

CSM Magazine

NOVEMBER 15, 2024

A customer profile helps in crafting messages that engage and persuade the audience. For a professional group, formal and straightforward language may be better. ” Aligning Slogans with Brand Identity Creating a connection between customer service slogans and brand identity ensures consistency and strengthens brand recognition.

Customer Service 52

Customer Service How To Social Media Culture 52

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture.

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. Most companies do not devote the same resources to customer interaction. They define their culture. They value customer service staff as essential members of the team.

Company 160

Company Customer Centricity Leadership Consulting 160

ShepHyken

MARCH 5, 2019

Aligning Your Organization to a Company-wide Culture. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. What’s the best way to satisfy my customers? How can I define my company’s culture?

Hotels 99

Hotels Culture Customer Focused Training 99

Comm100

DECEMBER 19, 2017

For example — identify which customers will be affected, what importance do each customer group have, and set out why they need a CX improvement. Understand Customer and Market Perceptions. Customer experience improvement is centered on the perceptions of the customer, not the business.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Encourage a customer-centric culture. Porch Group Media. Digital Web Solutions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 159

Customer Service Training Feedback Customers Groups 159