Experience Investigators by 360Connext

JULY 24, 2019

SportsClips offered haircuts in a sports-themed salon to create an experience for guys, instead of the standard salon serving women. Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

ShepHyken

JANUARY 18, 2022

.” “Sharing customer feedback (what customers love, what customers aren’t so thrilled about, and what customers don’t like at all) in a clean, clear-cut way across the entire business is how any type of corporate culture can improve overnight.” ” “CX is a team sport.

Average Handle Time 79

Average Handle Time Customer Journeys Sports Customer Experience Management 79

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

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. Below we’ve aggregated 10 sales coaching articles, blogs and infographics various subject matter experts from across Integrity Solutions have published that demonstrate the importance and results of developing a culture of sales coaching in an organization. Manage or Coach?

Sales 97

Sales Leadership Infographics Culture 97

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Governance.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Blake Morgan

MARCH 13, 2023

While other companies are cutting costs, Tricia invests in things that make the experience easier for customers, especially Progressive’s leading digital solutions. As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ijgolding

MAY 17, 2017

Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion. The driving force behind that, was the culture Jack Welch embedded across the GE empire. Jack Welch believed in people – employees AND customers. Jack Welch is not my only business hero.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

C Space

APRIL 28, 2021

We’ve seen Twitch grow from a beloved brand in the gaming community to a powerhouse shaping the cultural zeitgeist, particularly over the course of the last year. We think of ourselves as the future of entertainment, bringing a fully interactive experience to a society and culture more and more invested in real connection and engagement.In

Entertainment 52

Entertainment Sports Culture Touchpoint 52

ClearAction

SEPTEMBER 27, 2018

Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. They’re the engine behind your growth.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

ShepHyken

AUGUST 29, 2016

Entrepreneur) Kuiu sells high-end apparel and equipment designed for fit hunters who are serious about their sport. My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused. What’s preventing customer-centricity?

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@Lynn_Teo.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company.

Engagement 48

Engagement Customer Experience Employee Engagement Culture 48

Kayako

JANUARY 24, 2018

This is the most important step towards becoming a customer-centric company since it’s pretty hard to be customer-centric if you can’t get everyone to agree on what that means!”. Jeff Toister is the bestselling author of The Service Culture Handbook. Customer support works better as a team sport.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Youth sports, trying to be a good youth sport dad.

B2B 72

B2B Company B2C Customer Centricity 72

Verint

APRIL 3, 2018

Dallas is home to six professional sports teams, over 30,000 hotel rooms, and The Trinity River Corridor Project, which when completed is slated to be over ten times the size of New York's Central Park. It is also a city humming with culture and diversity that can be seen, heard and felt. Inspirational.”

Conference 28

Conference Sports Hotels Culture 28

CSM Magazine

OCTOBER 28, 2016

Leadership lays the groundwork for success in 3 key ways: Builds an internal development system: Not unlike a great sports dynasty with a deep pool of talent in their farm teams, strong leaders foster leadership in all levels of their organization. Leadership has a direct impact on your company’s ability to grow.

Leadership 40

Leadership Competitive Advantage Innovation Culture 40

ClearAction

MAY 31, 2015

Related articles: 4 Customer Centric Culture Building Blocks. Customer Experience Governance: Do This, Not That. Improve Customer Experience by Eliminating Customer-Focus Boundaries. How Human Resources Can Add Value to Customer Experience Excellence. Customers First, or Employees First ?

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Customer Alignment

SEPTEMBER 27, 2017

1) ORGANISE AROUND THE CUSTOMER Customer Experience leaders have the right organisational structure that facilitates a customer centric culture. Too often we see that disciplines within a business are not structured and they don’t leverage skills and capabilities, with the customer in mind.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

ClearAction

NOVEMBER 3, 2015

customer-facing groups’ job. policies, rituals and culture. Goal: customer evangelism (immediate revenue). Attitude: what can customers do for us? what can we do for customers? True outside-in requires humility and falling in love with customers. Customer Experience for the Future: Context is King.

Customer Experience 48

Customer Experience Customer Journeys Policies ROI 48

SurveySparrow

MARCH 23, 2021

It can be based on cultural symbols, competitors, product class, and so on. . Let us look at Nike’s positioning statement: For athletes in need of high-quality, fashionable athletic wear, Nike provides customers with top-performing sports apparel and shoes made of the highest quality materials.

Strategy 52

Strategy Marketing Apparel Brands 52

ClearAction

NOVEMBER 21, 2015

Related articles: Customer Experience Improvement is a Team Sport. Improve Customer Experience by Eliminating Customer-Focus Boundaries. Customer Experience for the Future: Context is King. Are You a Customer Experience Action Hero? Photo purchased under license subscription from Shutterstock.

Customer Experience 48

Customer Experience Gamification ROI Customer Experience Management 48

Michel Falcon Experience

FEBRUARY 19, 2016

While I was able to learn a lot through free methods, like reading online articles on customer experience, and leveraged other affordable options by buying books, I knew it wasn’t enough. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60