eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Break transformation into manageable phases (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

ECXO

NOVEMBER 26, 2024

Build a Customer-Centric Culture Rather than depending on individual heroes to save the day, focus on building a customer-centric culture across the organization. This shifts the focus from individual heroics to a collaborative culture, where everyone contributes to the customer experience.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

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. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

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. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

MARCH 12, 2025

Leveraging Shared Unconscious Biases for Stronger Customer Connections Jungs collective unconscious explains why certain symbols, colors, and ideas work across cultures. Red = urgency & passion (why sales tags are almost always red). Gold & black = luxury & exclusivity (high-end brands use these colors).

Consumers 291

Consumers Customer Experience Fashion Brands 291

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 375

B2B Strategy Customer Experience Customer Journeys 375

eglobalis

FEBRUARY 3, 2025

A prime example is the medical device giant Medtronic, which has a very sharp and well-oiled culture , but it is another topic. How It Helps Companies Overcome Challenges: Challenge: B2B customers often struggle to find the right products or services quickly, leading to frustration and lost sales.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

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

ECXO

NOVEMBER 19, 2024

Encourage collaboration among employees from different departments, such as marketing, customer support, product development, and sales. By fostering a culture where diverse perspectives are valued, companies can create innovative solutions that cater to a wide range of customer needs.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. 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

ECXO

APRIL 18, 2024

Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. Jose faced many challenges in his quest to bring a customer-centric culture to TechEase. The power of example Jose’s relentless efforts to create a customer-centric culture began to inspire others.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 3: Encourage a Culture of Commitment. A “Culture of Commitment” is the ultimate goal of any customer experience program. And that engaged employees can increase an organization’s sales by up to 20%?

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

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

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

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. We saw there was a true cultural fit. Since the beginning, I knew there was something unique about this company.

Sales 177

Sales Customer Service Sports Contact Center 177

InMoment XI

JULY 18, 2022

Where customer feedback can help with these responsibilities is by promoting an internal culture that puts the customer at the center. Moments from InMoment helps you to build a meaningful experience culture and inspire employee advocates for your program. It will also help you build a high sales potential.

Feedback 369

Feedback Culture eBook Customers 369

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. Culture is so much more than a buzzword! A customer-centric culture is where innovation and imagination around the customer experience live. Is that odd? My 3 buzzwords: Engagement.

Leadership 283

Leadership Culture Customer Centricity Report 283

C3Centricity

FEBRUARY 8, 2025

McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin. Companies that develop a culture of continuous insight-gathering and sharing can make smarter, more informed decisions at all levels.

Innovation 156

Innovation Leadership Customer Insights Report 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

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

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Are there details in the persona that are influencing how our teams think about customers in terms of race, culture, or even region that might lead to being less inclusive than we should be? To do this, use initials like “C.J”

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. This has resulted in an increase in sales and customer satisfaction.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

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

InMoment XI

DECEMBER 6, 2022

How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales? Q: Please share more on how you managed to show a clear link between CX improvement and ROI or sales improvement? Q: ​Your NPS at the franchise level is incredible. It’s often a challenge in many industries.

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel Contact Center Omni-Channel 52

CSM Magazine

OCTOBER 23, 2024

Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. I quickly noticed how deep the dissatisfaction ran. That’s where Jovee AI comes in.

Sales 52

Sales Customer Service Contact Center Chatbots 52

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

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. We saw there was a true cultural fit. Since the beginning, I knew there was something unique about this company.

Sales 156

Sales Customer Service Sports Contact Center 156

InMoment XI

FEBRUARY 25, 2022

Employee advocacy, as an advanced EX core concept and research protocol, was designed to build and sustain stronger and more commitment-based and rewarding employee experiences and also improved customer experiences, driving the loyalty and advocacy behavior of both stakeholder groups, and in turn increasing sales and profits.

Company 397

Company B2C Employee Experience Culture 397

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

JULY 9, 2024

Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations. You’ll also hear compelling stories from GitLab and the St.

Fashion 284

Fashion B2C Hotels Insurance 284

ECXO

APRIL 24, 2024

These models are formed through personal experience, education, and culture, which means what one person perceives as complex might be perceived as very simple by another. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

ROI 317

ROI B2B Software System 317

Lumoa

MAY 21, 2018

The top management commitment is critical for any cultural change to happen. Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand. And usually, the personal interactions start exactly with sales.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

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. Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. These broad topics are important in any customer-centric culture, but then you can drill down where you feel each team needs more information. . Learning Paths, Defined. What is a learning path?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271