ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

OCTOBER 14, 2024

Your organization exhibits a strong customer-centric mindset. Regular practices reflect a deep commitment to serving and delighting your customers. Keep up the great work, and continue to innovate and refine the approach. Consider which areas scored lower and develop strategies to enhance those aspects of customer-centricity.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. 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.

Customer Experience 287

Customer Experience Leadership Innovation Roadmap 287

Blake Morgan

OCTOBER 29, 2024

These leaders do more than just manage—they inspire teams, foster a culture of engagement, and drive performance. By contrast, C-players in leadership roles can stagnate an organization, holding back innovation and progress. Burnout isn’t caused by difficult customers but by inefficient processes and poor leadership.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

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

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

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

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. 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. Embrace change and foster innovation at every level.

Meeting 296

Meeting Customer Centricity B2C Culture 296

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 100

Culture Customer Focused Company Competitive Advantage 100

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. What Does it Take to Be a Customer Focused Organization?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Blake Morgan

JANUARY 7, 2025

As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. She is a customer experience futurist and author of three books on customer experience.

Innovation 52

Innovation Customer Experience Leadership Culture 52

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

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 296

Strategy Customer Centricity Innovation Airlines 296

Blake Morgan

MARCH 11, 2025

Turning Difficult Customers into Business Insights Challenging customers often provide the most valuable insights. Bill explains how listening to difficult customers can reveal blind spots, drive innovation, and improve service delivery. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

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

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

JUNE 14, 2017

Communicating the Customer Experience needs to be continuous, innovative and engaging. 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. You can read my column here!

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

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

Customer Bliss

JUNE 2, 2016

What are the customer focus competency recipe cards and what are they based on? Today, I wanted to quickly talk about customer focus competency recipe cards, which are available on this site. I get asked often what they are or what that means, so I thought a quick post clarifying customer focus competency would be in order.

Customer Focused 100

Customer Focused Leadership Customers Innovation 100

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

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. Brands, Sears, and Reebok, the company continues to innovate. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

Alida

DECEMBER 1, 2016

Focus on your company’s strengths while leaning on the strengths of fintech companies to drive innovation for your customers. When implementing this strategy, you can’t afford to ignore your own customers. Establishing a customer-centric culture. By fostering a customer-centric culture.

Customer Experience 193

Customer Experience Financial Banking Culture 193

SurveySparrow

DECEMBER 18, 2018

Google’s various offices around the world are known to be extremely pleasing to the eyes, but they are also a hotbed of innovation and imagination. Google and its culture are built around four cornerstones- mission, transparency, voice, and space. Other companies in the world benchmark Google when it comes to innovation and rightly so.

Culture 71

Culture Innovation Policies Feedback 71

Customers That Stick

JANUARY 22, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Focused 60

Customer Focused Culture Innovation Customers 60

CX Journey

FEBRUARY 4, 2016

I was watching an episode of Shark Tank recently when Mark Cuban said, after one of the entrepreneurs failed miserably in attempting to lure a Shark to invest in part because of a gross over-valuation: First come the innovators, then come the imitators, then come the idiots. Then come the imitators , who copy what the innovators have done.

Innovation 80

Innovation Financial Culture Advertising 80

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

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 182

Return on Investment Customer Centricity Culture Ecommerce 182

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

CloudCherry

MARCH 3, 2019

The inbound marketing software company HubSpot created a “culture code” that aligns job applicants and employees around a set of core beliefs. They also employ a vice president of culture and experience, who is responsible for driving culture as the company grows. The Six Competencies In Action. Key Takeaways.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

ECXO

JULY 23, 2024

But what does it really mean to be a servant leader, and how does this leadership approach contribute to the success of customer-focused organizations? As a result, this creates an environment where employees feel valued, motivated, and empowered to deliver outstanding customer service. What is the Servant Leader?

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

CX University

DECEMBER 16, 2024

Golden Rule 4: Build Safety Scaffolds for Innovative CX Thinking. Individuals who fear punishment for their actions, especially when they might be wrong, often remain silent and stick to familiar routines rather than taking the risks necessary for innovation and growth.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

ECXO

SEPTEMBER 30, 2024

The waitstaff pushes for speed and innovation, while the chefs advocate for careful preparation and consistency. Their success is typically measured in terms of deals closed, customer acquisition rates, and sales growth. o Cultural Differences and Blame Game Organizational culture can further entrench divisions.

Sales 156

Sales Customer Experience Innovation Culture 156

CX Journey

OCTOBER 23, 2014

This may require training, hiring for new skills and new attitudes; you''ll certainly want to be sure there''s a culture fit. Culture : Tying the items just mentioned together is the culture; ideally, at this point, the culture shifts ever so slightly into a culture of survival. Listen to your customers.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

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