ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 103

Customer Focused Self Service Touchpoint Banking 103

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

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

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

CX Journey

NOVEMBER 11, 2014

If you''ve mapped customer journeys, what other activities have you used your maps for? Throughout the year, I''ve written about different ways that maps can help you advance your CX strategy. I thought I''d compile them all here in one place. Use journey maps to. Use journey maps to.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

CX Journey

AUGUST 26, 2014

As such, the governance structure is critical to the foundation of any customer experience effort. Without the core team, the steering committee with both executive sponsors and cross-functional champions, the customer focus won''t go far. That customer focus becomes an organizational discipline, not a department.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

CX Journey

APRIL 5, 2017

Get the right people in the door - not just those folks who fit your culture or your values but also those who truly want to be there, for the right reasons. When that happens, the customer wins. If your executives aren't on board with developing a customer-focused and customer-centric organization, then forget it; it won't happen.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

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

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

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

PeopleMetrics

JUNE 30, 2014

You know the familiar saying: “ Culture eats strategy for lunch ”? That’s because culture, like strategy, is intangible, soft and elusive. And yet, so many businesses claim that they have or aspire to have a customer centric culture - to become more customer-centric, to put the customer first, to be customer-inspired.

Customer Centricity 111

Customer Centricity Culture Policies Customer Retention 111

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

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. You want customers to use the word “always” to describe their experience with you. Your values are congruent with theirs.

Culture 134

Culture Policies Customer Service Training Customers 134

SurveySparrow

DECEMBER 18, 2018

Google and its culture are built around four cornerstones- mission, transparency, voice, and space. This article will talk about 20 innovations in its culture and the takeaways from each of them and why it will always remain one of the best places on Earth to work for. Here are 20 takeaways of Google’s innovation culture: 1.

Culture 71

Culture Innovation Policies Feedback 71

Amity

AUGUST 5, 2017

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A customer focused value statement is not enough. What did you love about it?

Culture 63

Culture Company Leadership Study 63

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. We’ll think about our culture at another time.

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? An important thing to note about a customer-centric culture is: it is deliberately designed to be that way.

Customer Centricity 64

Customer Centricity Culture Customer Journeys Leadership 64

Amity

AUGUST 5, 2017

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture? A customer focused value statement is not enough. What did you love about it?

Culture 60

Culture Company Leadership Study 60

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Megan explains that Squaremouth sells travel insurance policies through their comparison website.

Insurance 85

Insurance Policies Travel Comparison 85

ShepHyken

MARCH 20, 2019

Not only does Todd believe this is important for customers, he also knows how effective it is for employees. The “open door” policy of communication for employees has served him well. He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture.

Communication 113

Communication Culture Policies Customer Service Training 113

ECXO

JANUARY 21, 2025

NovaTech introduced a similar gadget to the ApexSmart 5000, but theirs was easy to set up and came with a live customer support team that would even walk customers through the process step by step. They offered a 90-day return policy, no questions asked. Action: Regularly review customer satisfaction metrics (e.g.,

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Thematic

JANUARY 2, 2019

Exceptional service allows agents to offer immediate solutions without getting bogged down in processes or policy. This leads to happy, loyal customers. Removing barriers that prevent exceptional customer service will lead to a more engaged service center. I have yet to work with anyone who enjoys denying customer requests.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ShepHyken

MAY 1, 2019

Not only does Todd believe this is important for customers, but he also knows how effective it is for employees. The “open door” policy of communication for employees has served him well. He fosters an open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture.

Communication 17

Communication Culture Policies Customer Service Training 17

ProProfs Chat

JUNE 5, 2020

Focus on making sure employees responsible for delivering customer service are ‘looked after and cared for’. Enable customer-facing employees to ‘think and act in the interests of the customer’ – empower them with the ability to truly help and support customers. Many customer service teams are now working remotely.

Tips 143

Tips Customer Service Social Media Culture 143

CX Journey

APRIL 25, 2018

They can be used during onboarding, training, and other ongoing education opportunities to unite the organization around the customer, to teach employees about the current and the future experience, and to further ingrain the customer-focused culture of the business. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ShepHyken

MARCH 11, 2019

It’s in the culture of a company. International Policy Digest) Until relatively recently happiness was not an important factor in our corporate culture. Taking care of employees – as in making them happy at work – is crucial to the success of a customer service and experience strategy.

Customer Service 103

Customer Service e-support Guidelines Social Media 103

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Help Scout

JULY 20, 2021

The core characteristics that make a company customer-oriented add up to the ability to fulfill the ultimate purpose of helping people, regardless of challenges along the way. Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind.

Examples 145

Examples Company Strategy Effort Score 145

Experience Investigators by 360Connext

FEBRUARY 18, 2020

For more info, view or Terms of Service & Privacy Policy. By the time you're done, you'll feel ready to begin advocating for culture-changing growth in your organization. My Favorite Sort-of-Free Customer Experience Courses: What the heck does Sort-of-Free mean? You will receive occasional emails with valuable information.

Course 35

Course Training Customer Journeys Customer Experience 35

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Stay away from the customer service representative who makes too many exceptions, is inconsistent with company policy, practices, and procedures. Customer focus development Customer focus is more than just adding directions to your.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Culture 72

Culture Policies Leadership Brands 72

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Kayako

MARCH 14, 2017

Tim Riley, Warby Parker’s director of online experience, has also mentioned the extra steps they took when designing their POS (point of sale) system to “allow salespeople to be one-on-one with the buyer” and ensure their customer experience didn’t ask customers to keep repeating their preferences whether shopping in-store or online.

Brands 99

Brands Customer Experience Retail e-support 99

ShepHyken

MAY 7, 2018

Why are customers embracing texting? How to set a return policy that works for the customer and you by Sam Kliger. Retail Customer Experience) A store’s return policy is an important part of your overall approach to customer service, but it’s not as simple as making your guidelines strict or lenient.

Customer Service 79

Customer Service Policies Retail Case Study 79

Customer Bliss

JULY 6, 2018

We mustn’t forget that every customer we interact with is someone’s mother, sibling or friend, and needs to be treated with that same humanity and respect. In my interview with Blake, I explain what I essentially refer to in my book as letting policy and the golden rule collide. What Does a Great CXM Culture Look Like?

Resources 100

Resources Case Study Comparison Hospitality 100

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. Aspects such as decision making, marketing, and policies should always keep the customer at the forefront. TRANSCRIPT.

Customer Centricity 52

Customer Centricity Culture Leadership Effort Score 52

Zeisler Consulting

NOVEMBER 5, 2020

When it comes to the CCO functional responsibilities, they fall into three categories: the Voice of the Customer (VoC) program, Process Engineering (PE), and Customer-centric culture. All of this transactional work needs to be supported by a healthy Customer-centric culture within your organization.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93