Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 283

Leadership Culture Customer Centricity Report 283

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. The result?

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Leadership 227

Leadership Culture Customer Centricity Report 227

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Aligning and transforming culture is an ongoing effort involving the entire company.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with. Making the Case for Customer Experience Beyond Customer Service to Leaders Prioritizing customer experience as an organizational mindset requires buy-in from the leadership.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. An organization cannot choose to have a customer journey.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Integrity Solutions

SEPTEMBER 22, 2022

Growing a sales team isn’t hard. Growing a sales team that’s confident, comfortable and successful in their role… now that’s a challenge. The effectiveness of any sales team starts with the sales leaders. The question is, how well do your sales leadership skills measure up where it really counts?

Leadership 23

Leadership Sales Culture Exercises 23

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. Some customer experience managers will have marketing experience, others will have sales experience, etc.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. Under his leadership, Samsung continues to innovate and expand its global footprint. Compared to other cultures known for their innovation, such as the USA and Germany, Samsung’s pace of change is exceptional.

e-support 504

e-support Innovation Customer Centricity Loyalty 504

BlueOcean

JANUARY 27, 2020

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.

Contact Center 177

Contact Center Culture How To Leadership 177

ECXO

JUNE 23, 2024

Next, it’s essential to establish a customer-centric culture within your organization. It should be a company-wide culture. Sales, Marketing, Product Development, and other departments should work together with the Customer Success team to ensure a consistent and delightful customer experience.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

JANUARY 21, 2025

Sales of the ApexSmart 5000 plummeted. Max finally started to notice the declining sales numbers, but he was convinced it was just a temporary setback. Apex Faces the Consequences The fallout was swift and brutal: Sales Tanked: Retailers began pulling Apex products from their shelves due to customer backlash. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Foster a culture where employees feel valued and motivated to deliver exceptional service. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Experience Matters

OCTOBER 14, 2014

Change takes focused leadership. Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA. CX is about culture, not a veneer. Cannon mentioned that great leaders create culture that creates great customer experience.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

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

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

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

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

Experience Investigators by 360Connext

NOVEMBER 26, 2014

No sales pitch, no begging, just a nice, thoughtful way to say thank you. Ever wander into a small business and feel like you’ve interrupted the sales team? It’s ingrained in their culture. Here are some ideas: 1. Proactively, personally, and unconditionally THANK your customers. It’s in the bank!

Banking 286

Banking Loyalty Culture Social Media 286

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales How To Metrics Training 52

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

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. This has resulted in an increase in sales and customer satisfaction. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. It’s part of the company’s culture.? . In the past, I covered six steps to creating a customer-centric culture. Six steps to creating a customer-centric culture. I recognize that they all have good leadership.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

Lumoa

MAY 21, 2018

Top leadership Top leadership (C-Suite leaders and senior management) should set and communicate a clear customer centric vision, set targets and follow them up. The top management commitment is critical for any cultural change to happen. And usually, the personal interactions start exactly with sales.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

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

ECXO

JUNE 20, 2023

McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. How do you shift to a purpose-driven culture? It’s hard work changing culture. For complex B2B solutions, sales cycles can take months. As Forrester pointed out, focussing on post-sale customer engagement is crucial.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. The hunt of the sale is very appealing, and the high that comes from gaining marketshare is pretty compelling. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Experience Investigators by 360Connext

APRIL 27, 2021

Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Cultivate an engaging company culture. Culture also drives collaboration on the customer’s behalf. Step 2: Improve.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Horizon CX

DECEMBER 21, 2021

So, this now brings me to the concept of servant leadership as a highly potential and appropriate humanistic response to a pandemic that arrived through origins and forces still unclear. While servant leadership is a timeless concept, the phrase “servant leadership” was coined by Robert K. Consider the following.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. From a purely selfish perspective as a sales exec: pitching via Zoom or Teams is tough. In-person negotiations with successful bidder.

Contact Center 294

Contact Center Travel Culture Meeting 294