CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. In the onboarding phase, I'm being more direct about how we honor our customers’ voice together to ensure a memorable, consistent experience.

Tips 182

Tips Culture Exercises Feedback 182

DCX

OCTOBER 29, 2024

(See below for how to run one) Role-playing, empathy mapping, or even customer shadowing helps your team see things from the customer’s perspective. These exercises don’t just teach; they build a culture of care. Action Step: Schedule a 30-minute empathy exercise for your team next week. So, what do you say?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Voice of the Employee measurement.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Zeisler Consulting

AUGUST 10, 2020

Often through the exercise of alignment, companies and departments even end up revisiting and revising their corporate strategies when it’s discovered that their Mission and/or Vision aren’t compelling from the perspective of their Customers. Building and Supporting a Customer-Centric Culture.

Culture 93

Culture Customer Centricity Exercises Strategy 93

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

SurveySparrow

SEPTEMBER 29, 2023

Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises. Have them create detailed maps of the entire customer journey , highlighting pain points and opportunities for improvement.

Customer Experience 52

Customer Experience Exercises Customer Journeys Roadmap 52

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

The New Business Imperative The Dark Side of the Experience Economy AI Whisperers: Tuning into Customer Voices in the Digital Noise Your First 100 Days as a CX Leader Fail Daring Greatly Enjoy! 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Sports 52

Sports Social Media Roadmap Feedback 52

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Big RYG on-demand session: Bridging the Gap Between Customer Success and Product. Matt Kearns, Sr.

Customer Success 59

Customer Success Company Management Roadmap 59

SmartKarrot

APRIL 18, 2022

Post examination of the findings the Product Team decides to additionally obtain an understanding from the users on what could help them in their day-to-day customer success activities. The survey capability within SmartKarrot is used as a primary ‘voice of the customer’ mechanism for this exercise.

Customer Success 10

Customer Success Survey Software Voice of Customer 10

Experience Investigators by 360Connext

MAY 15, 2024

Jignesh Shah - VP of Products & GTM leader @ Blackhawk | LinkedIn Build Your CX Foundation as an Organization Suraj “SUV” Venkitachalam , Senior Director, Customer Voice Strategy and Execution at Cisco, attributes his team’s CX success to the alignment they’ve driven in the organization. And we continue to adaptively manage that.”

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

By rethinking your relationship with data, you can transform your CX strategy from a metrics reporting exercise into a driver of meaningful, customer-centric business decisions. You'll boost your credibility within your organization and create more impactful and sustainable customer experiences.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

Confirmit

MAY 29, 2018

Bring the customer’s voice into your organization and you can expect the following results, providing you take action on the insights you receive: Increase revenue: Through reduced churn, improved cross-sell opportunities and the ability to attract new customers. Why Implement a Voice of the Customer Program?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40