ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture. So, let’s talk about some strategies and best practices to create a customer-centric culture in your organization. These metrics can guide decision-making and help you track progress over time.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. With a “People First” culture, no longer are people taking second or third seats to profits or customers. It’s poor policy. It’s to develop their people.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 314

B2B Customer Journeys How To Effort Score 314

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

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. The post 4 Ways Your Policies Can Ruin Your Customers’ Experiences appeared first on Win the Customer!

Policies 136

Policies Customer Experience Poor Customer Service Guidelines 136

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Practicing Leadership Bravery by Trusting Employees. Practicing Leadership Bravery by Trusting Employees. For example, the expense policy is: “Act in Netflix’s best interest.”

Case Study 139

Case Study Culture Study Company 139

CX Journey

NOVEMBER 1, 2017

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

Culture 233

Culture Policies Metrics Leadership 233

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

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

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. When a business is in its nascent stage, everyone feels like an owner. Strategy #2: Training. Strategy #4: Support.

Policies 195

Policies Leadership Culture Training 195

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Every agent for himself. Group effort.

Contact Center 117

Contact Center Culture Self Service Wireless 117

Customer Bliss

NOVEMBER 29, 2018

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. In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

InMoment XI

FEBRUARY 15, 2023

Stage #4: Transform Create & implement dynamic action plans, training, and policies that facilitate organizational change (and promote activities that drive customer outcomes). That alignment and shared understanding is vital to CX success, and by extension, the wider success of your entire organization.

Sports 221

Sports Leadership Lifetime Customer ROI 221

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. This harmonious combination lays the foundation for exceptional leadership.

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

CX Journey

AUGUST 19, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. We''ve always done it that way ?"

Policies 162

Policies Culture Employee Experience Video 162

Experience Investigators by 360Connext

JUNE 9, 2020

Why haven’t I used my platform to raise important questions around inclusion, diversity, and racism in customer experience leadership? And one enormous question we should all be asking: How can we deliver for all customers if our leadership teams lack the representation they need? What is the makeup of your leadership teams?

Customer Experience 236

Customer Experience Leadership Policies Tips 236

Horizon CX

SEPTEMBER 1, 2023

The latter is more creative, and reflexive and involves confronting the basic assumptions behind ideas or policies and is inherently riskier for both the individual and the organization. It requires courage and real leadership. As the saying goes, it takes a village—and a committed one.

Exercises 246

Exercises Customer Centricity NPS Culture 246

Steve DiGioia

AUGUST 29, 2016

We easily recognize these titans of business and how their leadership has guided their companies to prosperity. To fill that vacant leadership/management position we search through resume after resume for the perfect applicant. It turns out he really isn’t a good fit for our culture”. I wonder what went wrong”. “It

Leadership 170

Leadership Policies Culture Management 170

ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; Is it poor leadership? We also understand the importance of engaged employees who really live and breathe these values, actively encouraging a culture that promotes teamwork, involvement and empowerment at all levels of the company.

Case Study 191

Case Study Retail Study Policies 191

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

Horizon CX

MAY 7, 2021

Instead of listening and learning, the closed-loop owners might begin to explain the business policies and procedures or to defend the business. THE VALUE OF A CLOSED-LOOP CULTURE. Do you want to learn more about Closed-Loop Systems and how to build a Closed-Loop Culture? The post Closed-Loop Culture or Closed-Loop Process?

Culture 130

Culture Net Promoter Score Hotels Survey 130

CX Accelerator

JANUARY 11, 2021

Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Strativity

NOVEMBER 7, 2022

Embracing a human-centered philosophy consistent with the company’s overriding orientation, Material has adopted supporting policies across physical and mental health as well as emotional and financial wellness. With Kamra’s arrival, Material has renamed its talent team as the People Team.

Leadership 19

Leadership Policies Culture Employee Experience 19

Experience Investigators by 360Connext

MAY 11, 2021

And many CX programs start with a tactic – like a customer journey map – and lose steam when leadership nods along but there is no discipline to back it up. The framework provides clear objectives, policies, and protocols around CX decisions. An executive leadership team to approve or deny those recommendations.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CX Journey

AUGUST 26, 2014

Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals. I think this is a critical component for change management for the customer experience. They go hand in hand.

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. Communication is a key leadership skill that must be mastered. Thou shalt kill bad policies and rules. Define what "right" means for your company. Question everything.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Policies eBook Interaction 77

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Instagram worthy?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Positive, encouraging, and likeable leadership is critical. Instagram worthy?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

NOVEMBER 3, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Leadership, Accountability, and Culture. Click To Tweet.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

BlueOcean

AUGUST 21, 2019

And yes, the RFP can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. 5. Culture.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Vonage

SEPTEMBER 16, 2016

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture: build long-lasting principles oriented on customer success. Purposeful Leadership: Leaders operate consistently with a clear set of values. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JANUARY 21, 2025

They offered a 90-day return policy, no questions asked. Employees Quit: Frustrated by the toxic work culture and the companys refusal to listen to feedback, many talented employees, including Sophie, left for competitors. NovaTech seized Apexs market share by offering better support and customer-friendly policies.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Develop Your Core Values to Drive Growth and Prove Commitment.

Government 120

Government Customer Experience Management Customer Experience Management 120