Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Six Ways to Actively Build a Customer-Centric Culture: 1. Assure your customer experience mission is defined and communicated.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

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

eglobalis

SEPTEMBER 19, 2024

In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. Empowered employees are key to bridging the gap between internal transformations and customer outcomes.

Customer Experience 233

Customer Experience Leadership Innovation Roadmap 233

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM).

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges.

Customer Experience 344

Customer Experience Customer Journeys Case Study Innovation 344

SurveyGizmo

MARCH 15, 2021

Every customer now looks for ways to do business both online and in-person according to their unique needs and situation. And the most progressive organizations are embracing strategies focused on customer-centricity. However, all of this only works if you have a corresponding transformation to employee-centricity.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

MARCH 15, 2024

Customers expect the same level of service across all channels, whether it’s a physical store, an online platform, or a customer service hotline. The fifth sin, dear reader, is neglecting employee experience. If they are unhappy, it can create a ripple effect that reaches customers.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Design of Work Experience and is a luminary in organizational excellence.

Culture 156

Culture Connections Contact Center Leadership 156

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

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Innovation – Following the Lexalytics acquisition, InMoment led text analytics innovation, which is recognized with industry awards.

Analytics 195

Analytics Effort Score Social Media Innovation 195

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

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

Wootric CX Blog

JANUARY 6, 2021

Today we’re excited to announce that Wootric is joining InMoment, a market leader in customer and employee experience. This next step in our evolution means great things for our customers and other businesses seeking a modern approach to CX improvement. . Read the official press release here. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

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 growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

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

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. The CCO is responsible for overseeing all aspects of the customer experience, while the CDO is responsible for UX; designing products and services that customers love to acquire and adopt.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Cultivate a proactive environment by inviting employees to share ideas on improving customer interactions.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ECXO

SEPTEMBER 19, 2023

A stand out employee experience is a key trait in high performing businesses. Hewlett-Packard shifted its focus to employee experience in 2018 and it stock price grew from $16 to $26 within just two years. In customer-centric companies everybody is guided by a single coherent CX vision that helps them achieve greatness.

Management 156

Management Culture Innovation Feedback 156

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

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

DECEMBER 26, 2023

The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. Here is the link. But what if that’s not enough in the 21st century? Here is the link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’? The six steps are as follows: Step 1 – Attract.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

ShepHyken

JANUARY 12, 2021

The New, Better Customer Experience. How to Drive a Customer-Centric Culture. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity.

Customer Centricity 80

Customer Centricity Return on Investment Employee Experience Leadership 80

Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !” Employee Empowerment Employees are the key drivers of customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

InMoment XI

AUGUST 19, 2024

Investing in customer experience isn’t just about making customers happy—it’s about driving substantial business growth. Key growth factors include customer retention and loyalty, revenue expansion, cost efficiency, brand differentiation, innovation, and sustainable long-term development.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Hello Customer

MAY 6, 2021

More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. The first of three sessions focused on people , in particular the importance of your customer service team.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Experience Investigators by 360Connext

MARCH 8, 2021

This is where understanding the right learning path for overall customer experience excellence can be very powerful. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. What does a seamless, easier experience look like for our customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Better customer experience creates a cycle for better employee experiences.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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. And customers can lose trust in organizations that don’t have cultures that align with their values.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

Customer Service 86

Customer Service Government Employee Experience Video 86

Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer.

Airlines 64

Airlines Travel Case Study Employee Experience 64

DCX

OCTOBER 27, 2024

-Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

Lumoa

OCTOBER 31, 2021

They share our passion for innovation and helping companies to become truly customer-centric in their decision making, as well as our focus on providing insights solutions that are easy to use and fast to implement,” said Johanna Sinkkonen, CEO of Lumoa.

Analytics 195

Analytics Touchpoint Customer Centricity Feedback 195

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. If a company has the right culture, then investing in the technology that empowers employees is a no brainer. It’s Time To Invest In Employee Experience.

Airlines 59

Airlines Travel Case Study Employee Experience 59

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers.

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback How To Customer Centricity Loyalty 62