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

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

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

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 295

Customer Experience Leadership Innovation Roadmap 295

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. They revered the customer relationship and upended everything else.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

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

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 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

CloudCherry

FEBRUARY 28, 2018

This brings us to hiring – something customer-centric brands are good at. People who would fit into their culture – employees who can be trained, improve, and will work with a focused customer-first approach. This makes it easier to drive customer-centric change across the organization.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

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 154

Customer Service Loyalty Programs Hotels Infographics 154

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

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

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 141

Customer Service Employee Experience Customer Service Training Strategy 141

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. They revered the customer relationship and upended everything else.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

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

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

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. Employees at all levels live the promise and deliver on it. Thou shalt hire for attitude and train for skill.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

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

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 125

Customer Focused Customer Service Training Employee Experience Customer Experience 125

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity CEM Employee Experience Culture 114

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

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

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Employee Experience 154

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

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

ShepHyken

MAY 20, 2019

The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together. I have added my comment about each article and would like to hear what you think too.

Customer Service 23

Customer Service CEM Fashion Employee Experience 23

ijgolding

APRIL 19, 2017

The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”. It is a guide, a roadmap, a set of boundaries by which the business will function.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

ShepHyken

NOVEMBER 9, 2020

The experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth. but have you journey mapped the employee experience.

Customer Journeys 112

Customer Journeys Customer Service B2C Ecommerce 112

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Survey Case Study Training 115

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well.

Customer Service Training 125

Customer Service Training Training Employee Experience Company 125

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do.

Call Center 111

Call Center Contact Center Training Study 111

Michel Falcon Experience

OCTOBER 10, 2014

I learned that if you want to improve your customer experience you shouldn’t start with the customer. You must first enhance your employee experience. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first. Jeff Bezos.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

ShepHyken

MAY 16, 2018

In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience. It starts with how leadership wants their employees to feel about working for their company.

Employee Experience 98

Employee Experience Hotels Video Culture 98

ShepHyken

DECEMBER 18, 2019

Don’t forget that customer experience starts with employee experience. Remember, what happens on the inside of the organization is felt on the outside by the customer. If you want to have a great customer experience, you must focus on your employee experience. Follow on Twitter: @Hyken.

Customer Service 126

Customer Service Customer Experience Tips Social Media 126

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92