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.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? Take a moment to think.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences.

Net Promoter Score 94

Net Promoter Score Customer Centricity Culture Employee Experience 94

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. Regularly assess what’s at-odds or in-harmony with your customer experience objectives.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. Customer service is not a department. I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. MarTech Series) All business units depend on the creativity, productivity and attitude employees bring to the workplace. Treating your employees like your No. One of more is sure to whet your appetite!

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue.

Customer Centricity 77

Customer Centricity Customer Experience Management Customer Experience Management 77

ImprintCX Articles

NOVEMBER 27, 2023

. — Ed Murphy, Co-founder & President, ImprintCX There is a symbiotic relationship between brand experience and customer experience (CX) — neither can be successful without the other. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. In practice, most organisations I have worked with around the world struggle to answer all 6 of these questions.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Building a customer-centric culture is not something you can address with a list of tactics. Because culture is often talked about in obtuse, abstract ways, employees can be cynical about the word. Customer experience suffers, and customers lose faith in the overall brand. The Ideal Customer Journey.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Sometimes, it is so company-focused the touchpoints are categorized by org chart: marketing; operations; billing, etc.) And therein lies the problem. <- Why? A great online demo?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

CX Journey

NOVEMBER 20, 2014

That translates nicely to customer focus and to delivering a consistently great customer experience. I believe that every company should strive to achieve this level of customer experience maturity , where we look at each other every day and say, "What the hell is customer experience?" Dharmesh Shah.

Customer Experience 193

Customer Experience Customer Centricity Return on Investment Culture 193

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Customer Experience 52

Customer Experience Customer Centricity Employee Experience Technology 52

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 73

Customer Service Hospitality e-support eBook 73

CX Journey

SEPTEMBER 19, 2014

Source: Accenture Global Consumer Pulse Research, 2013 Amazon is really a great example of a customer-focused, customer-centric company. Actually, the better phrase, their phrase, is "obsessed over customers." customer experience customer focus customer-centric culture'

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Culture 83

Culture Company Customer Centricity Travel 83

CX Journey

AUGUST 1, 2014

But it is the backbone of your customer experience management efforts. Why do you need a customer journey map? And because it''s a living, breathing document, it also provides a lot of opportunities for follow-up training to support the customer-focused culture. You do have a customer-centric culture, right?)

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Employee Experience Touchpoint Customer Centricity 96

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

NICE inContact

FEBRUARY 6, 2019

The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

CX Journey

OCTOBER 21, 2014

A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative. I think this is a great question because, as you know by now, the employee experience drives the customer experience. Zig Ziglar.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. If the systems don’t provide value to employees, they simply won’t use them. And they had the benefit of starting that way.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62