Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

CX Journey

AUGUST 1, 2014

Can you name one of the most powerful and most important customer experience training tools available to your organization? The most powerful training tool, the one that''s going to help your employees deliver a great customer experience, is a customer journey map. military quote.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

eglobalis

SEPTEMBER 16, 2024

At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . I’ll concede that there is no perfect formula for motivating people toward customer-centricity.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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

InMoment XI

AUGUST 17, 2023

Don’t Forget The Human Touch: Free the time for customer service agents to focus on more complex or challenging interactions with customers, who are not able to self-serve. Train and enable agents to better understand and empathise with customers’ feelings.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Has it been deliberately designed to be customer-centric? Being customer-centric means that the customer is at the heart of everything you do; before every decision you make, every product or process you design, everything you do, you pause to ask: “How will this impact the customer?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters.

Contact Center 364

Contact Center Self Service How To Call Center 364

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions. As an industry, we’re overwhelming employees with messages about the next big thing they need to learn… Digital Transformation!

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

eglobalis

FEBRUARY 13, 2025

Salesforce prioritizes employee well-being with resilience training and stress management programs, which helps support teams stay energized and effective. Managing Crises: The Balance Between Empathy and Action During crises, companies must prioritize transparency and swift action to restore customer trust.

Analytics 287

Analytics Measurement Metrics Feedback 287

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

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

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

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

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do?” “Oh,

Tips 282

Tips Customer Centricity Strategy Social Media 282

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. Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

eglobalis

SEPTEMBER 19, 2024

Employees need consistent, clear communication from leadership about the progress of transformation initiatives and how they align with customer-centric goals. This transparency fosters trust and encourages employees to actively contribute to the transformation.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

ProProfs Chat

APRIL 30, 2019

Shep Hyken offers valuable insights into the customer support domain and how to create a customer-centric culture in your organization. Here are the excerpts from his interview: Question: How to create a customer-centric business? Question: What is the best way for a company to improve its customer experience?

Customer Centricity 102

Customer Centricity Culture Customer Journeys Chatbots 102

Calabrio

MARCH 5, 2025

By identifying these gaps, you can provide targeted coaching and training to improve individual performance and overall team effectiveness. It also includes empowering call center agents with effective training, strong scripts, and targeted coaching. Ready to take your call quality monitoring to the next level?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

ECXO

MARCH 15, 2024

The fifth sin, dear reader, is neglecting employee experience. If they are unhappy, it can create a ripple effect that reaches customers. Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

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

CX Journey

NOVEMBER 20, 2014

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?" Why are we even talking about customer-focus or customer-centricity or customer listening or improving the customer experience?

Customer Experience 193

Customer Experience Customer Centricity Return on Investment Culture 193

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company. Discover what performance coaching is and why your CX team could use it.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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. It describes the intended customer experience – and must be shared so everyone knows what to do.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

InMoment XI

DECEMBER 16, 2021

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition.

Company 195

Company Communication Culture Employee Experience 195

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

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there? Start with the business processes.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Customer-centricity can be embedded in many places in a company’s strategy. okay… so what do you actually do ?”. “Oh,

Tips 208

Tips Customer Centricity Social Media Strategy 208

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Michel Falcon Experience

SEPTEMBER 17, 2014

This post was inspired by an email I received from one of my email subscribers who asked, “How do I get my CEO to focus more on the customer?’ CEO’s either have customer centricity in their DNA or they don’t. My newsletter subscriber continued by asking, “How can I tell if my CEO is customer-centric?”

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

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. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

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

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

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. As customers become more conscious of corporate social responsibility, the significance of these factors may grow over time.

NPS 195

NPS Customer Centricity Automotive Culture 195

CX Journey

NOVEMBER 11, 2014

Journey maps are a valuable tool in your company''s effort to improve the customer experience. maps aren''t just for the customer experience. Map the employee experience, the partner experience, and the experience of any other constituent with whom you interact, including your internal customers.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189