Blake Morgan

OCTOBER 29, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. ” To learn more visit www.8CXLaws.com.

Contact Center 59

Contact Center Leadership Customer Focused Management 59

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. So, come wrap up the year with us and gear up for an even more customer-focused year ahead.

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Customer Focused Resources Feedback Customer Experience 290

ShepHyken

MAY 11, 2021

How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . “Empathy allows customer service agents to become customer-focused instead of self-focused.” Should customer service agents use scripts?

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Customer Focused Customer Service Customer Experience Communication 173

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.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

CX Accelerator

OCTOBER 7, 2019

What if standards for every role could be defined by customer expectations rather than industry norms? All in all, you need to help your employees understand their role in CX while staying customer focused. Key questions: How can you cultivate a customer focused culture within your company?Who

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Strategy Customer Experience Contact Center Return on Investment 261

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

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Net Promoter Score How To Customer Centricity Metrics 547

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.

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Customer Experience Leadership Innovation Roadmap 233

Experience Investigators by 360Connext

MAY 23, 2019

Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition. Many of those we consider competitors have realized to serve customers, they must cooperate. Customer Focus Means Focusing on Diversity.

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Net Promoter Score Social Media Fashion Airlines 40

Lumoa

JUNE 24, 2020

Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS )

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Customer Experience Customers Customer Focused 195

ECXO

SEPTEMBER 30, 2023

In this fantastic presentation organized by the European Customer Experience Organization (ECXO), Ilenia will share invaluable insights on how to break free from outdated product-centric mindsets and embrace a culture that thrives on customer-focused solutions and adaptability.

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Meeting Customer Centricity B2C Culture 296

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

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Travel Customer Service Training Culture Loyalty 240

eglobalis

NOVEMBER 5, 2024

This approach has transformed how companies see and interact with their customers, helping them create more meaningful experiences, enhance design, and drive loyalty in a digitally dominated world. My Final Thoughts Brian Solis is not just an author or a futurist; he is a visionary whose work spans industries and disciplines.

Leadership 391

Leadership Innovation Social Media Trends 391

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

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Competitive Advantage Customer Focused Customer Service Training Video 137

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

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

InMoment XI

MAY 23, 2023

Using a customer centric approach, Aegon has successfully enabled their teams to receive real-time feedback in order to drive change and as a result, are increasing customer satisfaction and accelerating growth. This event really brought it home how everyone at Aegon has a unifying purpose, to connect with customers.

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Customer Centricity Culture Insurance Conference 195

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

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Self Service Customer Service Customer Focused Customer Service Training 141

ShepHyken

MARCH 10, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

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Culture Hotels Customer Service Training Training 162

ShepHyken

MARCH 31, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Get to Know Your Customer Day appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service Training 162

Customer Service Training Feedback Customers Groups 162

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Ask for support and consensus as you paint the picture of what an ideal customer experience should look like.

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Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

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Policies Customer Focused Customer Service Training Software 123

Lumoa

FEBRUARY 7, 2023

Analyzing this text and voice data can provide insight into what your customers are talking about, as well as the sentiment. Focus Groups: when you want to get deep into conversations with your customers, focus groups are an excellent way to ask deeper questions.

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Analysis Data How To Customer Centricity 396

ShepHyken

JULY 28, 2021

While the always statements above mostly apply to the people, you also want to have a good customer-focused process to support it. The journey the customer takes must be easy. Ideally, you want your customer to say, “They are always easy to do business with.” The point is that it is never a distant memory. .

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Customer Service Training Training Meeting Customer Service 168

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ECXO

JUNE 15, 2021

To successfully implement a customer-centric strategy and operating model, focus first in your company making sure you have and build a culture that aligns with them. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

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Customer Centricity Culture Tips Company 358

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 170

Customer Service Customer Service Training Training Customer Service Representative 170

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

Steve DiGioia

FEBRUARY 25, 2021

Newness” builds upon itself with a steady stream of customers focused on hitting the next hottest spot. Sure, customers will come to check you out and may even like what you offer. You figured you’ll always have time to improve the service later. What To Focus On When Starting a Business. But will they stay? Will they return?

Tips 189

Tips Training Customer Focused Customer Service 189

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

CX Accelerator

JANUARY 11, 2021

Zappos is a case study on how to create a customer-focused culture. D riven by core values. Shep Hyken spoke of many amazing things Tony did: "Tony Hsieh put his personal stamp on Zappos and that continued long after Amazon acquired them. Starting with Hsieh’s core values.

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Return on Investment Customer Centricity Culture Ecommerce 266

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 195

Ecommerce Banking Retail Groups 195

Experience Investigators by 360Connext

JANUARY 18, 2022

Create a book club focused on CX and invite authors to discuss customer-focused ideas. Develop a “customer room” either in-person or virtually. There are many ways to do this, and they can be combined or rotated to make things fresh for the learners: .

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How To Customer Journeys Culture Training 378

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

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ROI Financial CEM Metrics 256

Alida

MARCH 16, 2024

Table of Contents: Product Centric vs Customer Centric What is a customer focused approach? What is the impact of customer centricity vs customer focused? This post looks at the differences between customer focused and customer centricity —and identifies where customer centricity is taking center stage.

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Customer Centricity Examples Customer Focused Customers 100

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

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B2B Customer Service Training Customers Retail 149

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. Go to The Customer Focus to learn more about our customer service training programs.

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Customer Service Loyalty Programs Hotels Infographics 158