ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening.

Customer Experience 374

Customer Experience Exercises Innovation Leadership 374

eglobalis

AUGUST 28, 2024

Hard determinists argue that because our choices are determined by factors beyond our control, we cannot be said to exercise free will. It is the gap between a stimulus—say, a marketing message or a customer service interaction—and the individual’s unconscious response.

Customer Experience 335

Customer Experience Exercises Customer Service Representative Culture 335

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

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. In a word, it all comes back to the culture. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals. Six Ways to Actively Build a Customer-Centric Culture: 1.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

InMoment XI

MAY 31, 2022

The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. Plot Touchpoints. Gather Customer Data.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 296

Tips Culture Exercises Feedback 296

ECXO

AUGUST 9, 2023

This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. It often requires new ways of thinkng: business realignment, operational change or a shift in culture of adaptation. Embedding a client focus starts with your culture.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

ECXO

JULY 1, 2024

It’s all about creating that deep, emotional connection that turns regular customers into passionate brand ambassadors and transforms ordinary brands into true cultural icons! The Collective Unconcious Tapping into the collective unconscious, as proposed by Carl Jung, is an exercise of sensitivity, intuition, and careful observation.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Experience Investigators by 360Connext

JUNE 23, 2020

When we talk about building a ‘culture of empathy,’ we mean one focused on understanding the experience of others. Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. And better yet, it was part of the overall culture.

Exercises 214

Exercises Culture Employee Engagement Customers 214

C3Centricity

JULY 1, 2019

True understanding comes from regular interaction with your customers, not just from an infrequent observation or two. In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. What is appropriate in one culture may be offensive or irrelevant in another.

Culture 234

Culture Exercises Connections Customer Centricity 234

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ECXO

AUGUST 14, 2024

Here are some of these positives: – Positive Interactions: Customers are more likely to have positive interactions with employees who are calm, composed, and attentive. These positive interactions build customer trust and loyalty. The ECXO is an open access CX Professional Business Network.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

CX Accelerator

MAY 15, 2019

We all have our own frames, or ways of seeing the world, based on our perspectives, culture and many other factors in ourselves and our environment. It’s clear that Jeff’s points aren’t only great for improving interaction quality with customers, but they’re also great in improving interaction quality with each other.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. You can understand that you need to eat healthier and exercise more to live a healthy life. Level 3: Alignment and Integration Ultimately, the goal is to gain alignment throughout the organization and your culture.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

rethinkCX

FEBRUARY 13, 2025

Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty. Use simulations and role-playing exercises to improve real-world interactions.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. The interactions a customer has on your company’s website will be different than over the phone or in person. And you may need more than one map. Follow on Twitter: @Hyken.

Customer Journeys 100

Customer Journeys Customer Focused Culture Touchpoint 100

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Is that a job you’d likely remain for the long haul? What does this say about that company?

Tips 182

Tips Culture Exercises Feedback 182

CSM Magazine

MAY 7, 2024

Physical Team Building Exercises Field Day : A classic out-of-door exertion, Field Day, engages crews in competitive games like relay races and haul- of- war. We’ve got the scoop on some of the most engaging team building exercises that’ll have your crew collaborating like best buddies and boosting morale sky-high.

Exercises 52

Exercises Engagement Culture Groups 52

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. And they want every single customer care interaction to reflect that.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

AWS Machine Learning

AUGUST 21, 2024

We invite you to explore the following demo, which showcases the LMA for healthcare in action using a simulated patient interaction. This allows you to refer to the information during live patient interaction. During patient interactions without it, you can direct general inquiries to the LLM.

Healthcare 110

Healthcare Meeting Interaction Knowledge Base 110

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. Every interaction at every stage of the customer’s journey can affect loyalty. Exercise, stress management, and eating specific foods can boost our serotonin.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Journey

JUNE 6, 2018

Do we get dragged down by the corporate culture we work in day in and day out? Does that culture suck the empathetic life out of us? Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Do we forget that we're all humans? Characterize.

Exercises 150

Exercises Customer Experience Design Culture Leadership 150

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. You’ll need to align systems, policies, processes and culture around the needs of customers. At times, your journey map may unearth hidden problems in how you interact with customers.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Blake Morgan

JANUARY 21, 2025

Megans approach challenges conventional thinking, emphasizing that trustnot just experienceis the cornerstone of every successful customer interaction. Tune in now to discover how to build a culture of trust that empowers your teams and delights your customers. Blake Morgan was called The Queen of CX by Meta.

Measurement 52

Measurement How To Competitive Advantage Exercises 52

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . When employees interact with customers, they have the great responsibility to represent the entire organization.

Customer Centricity 122

Customer Centricity Culture Exercises Leadership 122

DCX

OCTOBER 29, 2024

Being a CX leader is more than solving problems; you’re shaping how people feel every time they interact with your brand. Focus on how language, visuals, and interactions make customers feel. It’s about showing empathy, acknowledging frustrations, and bringing humanity to every interaction. Fix those parts.

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

CX Journey

APRIL 25, 2018

As such, journey maps are an illustration made by walking in your customers’ shoes to capture their steps, needs, and perceptions for some interaction they had with your company, some journey they were taking to achieve some outcome. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ECXO

JULY 23, 2024

This is quite different from the traditional leadership model, which focuses on the accumulation and exercise of power by the person at the “top of the pyramid” A servant leader makes the needs of their team a top priority, encourages personal growth, and fosters a community-oriented spirit within the organization.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. When empathy is part of your customer service culture, it becomes a natural way to build trust.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CX Journey

JUNE 20, 2019

Agile working in hearts and minds The first theme I noticed is a culture that embeds four principles. Principle 1: Individuals and Interactions The first principle is a valuing of individuals and interactions over processes and tools. Rather than hiding behind formal steps or documents, Agile working means human interaction.

Analytics 138

Analytics Culture Exercises Data 138

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. When empathy is part of your customer service culture, it becomes a natural way to build trust.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Storyminers

NOVEMBER 30, 2016

Imagining your organization as an adaptive enterprise is a valuable exercise. Two distinguishing features make them possible in this author’s opinion: Visionary leaders capable of shaping operations and culture around adaptive principles. It’s a matter of survival. What if you could build your product closer to the point of use?

Omni-Channel 217

Omni-Channel System Case Study Leadership 217