ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. The best customer-focused companies are also employee-focused. I’m not a hiring expert, but I know this.

Employee Experience 139

Employee Experience Culture Video Customer Service Training 139

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Employee Experience 133

Employee Experience Customer Experience Self Service Call Center Experience 133

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. Core values and incentives should be aligned to encourage customer-focused behavior.

B2B 339

B2B Customer Journeys How To Effort Score 339

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. Follow Kirsti.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

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

ShepHyken

JULY 25, 2018

Just as a company wants to keep their best customers, there also needs to be a focus on what you do to keep employees. So, the new question isn’t about customers. It’s about employees and the employee experience (EX). While this question may seem totally focused on the employee, it really isn’t.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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

ECXO

MAY 16, 2024

This paradigm shift in leadership benefits not only the organization but also fosters lasting and meaningful relationships with customers. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. But how does EX affect CX?

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CloudCherry

SEPTEMBER 9, 2019

And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. Today, my passion is helping businesses become loved by establishing customer focus as a core value. appeared first on CloudCherry.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. Also, they published the Culture Book (pictured).

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. The best customer-focused companies are also employee-focused. I’m not a hiring expert, but I know this.

Employee Experience 62

Employee Experience Culture Video Customer Service Training 62

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. Something simple as a login should never create friction for your customers.

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

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

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 297

Customer Experience Leadership Innovation Roadmap 297

InMoment XI

OCTOBER 24, 2019

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling. This is easier said than done.

Connections 150

Connections Customer relationships Employee Experience Measurement 150

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.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. When that happens, the customer wins. And then you do, too. Thou shalt not proceed without getting executive commitment.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

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?"

Customer Experience 193

Customer Experience Customer Centricity Return on Investment Culture 193

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

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." You could also replace “vision” with the word “customer” in this quote from Simon Sinek, and it would still work.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years. Follow on Twitter: @Hyken.

Customer Service 142

Customer Service Employee Experience Customer Service Training Strategy 142

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

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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ShepHyken

NOVEMBER 20, 2019

Regardless of the definition, trauma is not something you want your customers to experience. This is all about being customer-focused. Whenever you make any kind of change to your product, process, price—anything—you must ask yourself, “How is this going to impact the customer?” Change can be good.

Customer Focused 126

Customer Focused Customer Service Training Employee Experience Customer Experience 126

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

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 243

Financial Trends Self Service Customer Experience 243

CX Journey

FEBRUARY 14, 2018

When I continue to hear people ask questions like , "Doesn't more customer focus means less focus on products, etc.?" Customers and the voice of the customer need to be woven into all you do. When we get to the state of " What the Hell is Customer Experience? It's about the employee experience more first!

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Prioritizing the employee experience. Zappos is a case study on how to create a customer-focused culture. Also, they published the Culture Book (pictured).

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Customer experience suffers, and customers lose faith in the overall brand. A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Do you know what yours is?

Culture 251

Culture Company Lifetime Customer Customer Centricity 251