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. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? It’s nearly impossible to deliver great customer experience without creating a customer-first culture. The best brands in the world boast cultures that empower employees to deliver for customers. How can you create a customer-first culture?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 7, 2024

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. Empowerment lies at the core of your leadership. Craft a narrative where every customer feels valued, heard, and truly understood.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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. These smaller choices cumulatively shape our lives and reflect our exercise of free will just as much as the larger decisions. Leadership plays a critical role in this transformation.

Customer Experience 335

Customer Experience Exercises Customer Service Representative Culture 335

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

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

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 Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 109

Culture Leadership Exercises Groups 109

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! It requires courage and real leadership. Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

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

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Combine this with a customer experience champion program within your organization and watch culture really shift. An organization’s leadership must believe in the value of customer experience. Wave a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections. The latter drawing is the culture you want.

Leadership 23

Leadership Sales Culture Exercises 23

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. At around 6 a.m. This is an exciting time. “We

Meeting 246

Meeting Culture Exercises Connections 246

ECXO

JUNE 20, 2023

How do you shift to a purpose-driven culture? It’s hard work changing culture. None of the above is a one-off exercise. European and APAC consumers are adding their voice to the global call for leadership on purpose and solutions to the environmental and social challenges we all face.

B2B 367

B2B Brands Innovation Government 367

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though. Perception is reality.

Culture 83

Culture Leadership Exercises Groups 83

Maz Iqbal

OCTOBER 26, 2014

What about leadership: is the exercise of leading and leadership reducible to a formula? And that includes the dimensions of Customer (customer service, CRM, customer experience) and of Leadership. Is great customer service reducible to a recipe? What Constitutes The Deepest Lack Of Intelligence? You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! Companies are realizing the importance of leadership styles that focus on the customer. The idea of servant leadership was first introduced by Robert K.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! Leadership continues to be impressed with the level of thought and strategy coming out of Outcomes Club sessions.

Exercises 52

Exercises How To Culture Leadership 52

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

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

ECXO

AUGUST 14, 2024

The Real-World Consequences The impact of stress on decision-making is not just theoretical; it has real-world implications across various domains: – Business and Leadership: Leaders and managers under stress may make hasty decisions without thoroughly considering the consequences.

Exceptional Customer Service 240

Exceptional Customer Service Exercises Training Financial 240

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Imagining your organization as an adaptive enterprise is a valuable exercise. You must become adaptive. It’s a matter of survival. The same business design provides both benefits.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

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

CX Journey

APRIL 3, 2019

It’s important to note that a customer experience transformation can only happen when there is a commitment to change the culture to one that is customer-centric, even customer-obsessed. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. Characterize.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Focus on the MIT (Most Important Behaviors For Success) The number one cause of a survival mode culture is lack of clarity around what matters most. 5 Ways to Move From Surviving To Thriving 1.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Blake Morgan

JANUARY 21, 2025

11:28 | Creating a Customer-Centric Culture : From perspective-taking exercises to direct customer conversations, Megan outlines actionable steps for building a culture that puts customers at the center of decision-making. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

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. . The company’s leadership needs to be aligned with its customer experience goals. Top Takeaways:    . Quotes:   .

Customer Centricity 122

Customer Centricity Culture Exercises Leadership 122

DCX

DECEMBER 24, 2024

Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Sundays are for Catching up and Learning DCX Links: Six must-read picks to fuel your leadership journey. Course Details FREE For the Holidays! .”

Course 52

Course Social Media Roadmap Leadership 52

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Thought Leadership buy into it and apply it in their daily behavior. Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

C3Centricity

OCTOBER 22, 2018

As you probably know, actually becoming your customer and seeing the market from their perspective, is one of the exercises I suggest to better understand them. You will more than likely end up leaving one way or the other, so why waste your time with a boss who lacks this essential leadership skill? How often do you do it?

Healthcare 285

Healthcare Consumers Customer Service Company 285

Kristina Evey

MARCH 8, 2018

The ultimate goal is to have as little gap as possible between all three components – Leadership, Staff, and Customer perception. Meet as a leadership team and discuss the CEX your company delivers at a high level. Going through this exercise takes some planning and time, but the insight gained will be worth every bit of effort.

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. As I’ve been writing and talking about customer-centricity, I continue to land on four inputs that feed into and inform a customer-centric culture. Leadership. This should be a basic tenet of any culture: people first, and the numbers will come.

Customer Centricity 65

Customer Centricity Culture Customer Journeys Leadership 65

Vonage

APRIL 13, 2016

Utilizing a journey framework to look comprehensively across what the company delivers, enables leadership to make choices on how you will deliver to your customers. Press your leadership team to agree on how you want to use the journey map to drive change operationally and culturally. accurate information.

Customer Journeys 120

Customer Journeys Customer Experience How To Exercises 120