Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

Blake Morgan

OCTOBER 29, 2024

These leaders do more than just manage—they inspire teams, foster a culture of engagement, and drive performance. This shift not only boosts customer satisfaction but also improves job satisfaction for agents. She is a customer experience futurist and author of three books on customer experience. 8CXLaws.com. .”

Contact Center 59

Contact Center Leadership Customer Focused Management 59

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Core values and incentives should be aligned to encourage customer-focused behavior. This is an advantage in gathering rich feedback.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. A customer isn’t a customer until they purchase something from you, right? It Starts with A Sale. Yes but no.

Engagement 179

Engagement Social Media Sales Loyalty 179

InMoment XI

NOVEMBER 18, 2024

If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused. It sheds light on preferred products, purchasing frequency, and typical customer journeys.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Beyond Philosophy

OCTOBER 8, 2020

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 173

Customer Focused Call Center Consulting Measurement 173

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Vonage

SEPTEMBER 16, 2016

Their hiring and training is focused on customer service, and they truly deliver it. Here are some areas that differ between customer-focused companies and operations-focused companies: Empowerment: Employees in a customer-focused company are given the freedom to make decisions for the benefit of the customer.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

ECXO

FEBRUARY 20, 2025

In contrast, value selling takes a customer-focused approach. Concrete Steps to Embrace Value Selling Deep Customer Understanding: Engage with customers to learn about their preferences, challenges, and desires. This approach, known as product selling, centers on the what rather than the why.

Loyalty 300

Loyalty Competitive Advantage Advertising Feedback 300

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. But there is another factor in this equation… your staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

ECXO

OCTOBER 14, 2024

It’s time to shift focus towards your customers more significantly. Identify key areas for immediate improvement and consider how you can realign your strategies to be more customer-focused. – 30 points or below: It appears that a customer-centric approach is not a priority yet. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Aligning employees’ personal values with the organization’s mission is crucial for maintaining this engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

Adrian Swinscoe

MARCH 22, 2025

Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.

Customer Engagement 64

Customer Engagement Engagement Analytics Customers 64

ECXO

FEBRUARY 3, 2025

Result: Customers who feel valued are more likely to remain loyal and recommend your business to others. Trust is Built Through Consistency Proactive sales build trust by consistently delivering value, even when the customer isnt actively seeking help.

Sales 259

Sales Customer Experience e-support Examples 259

CSM Magazine

MARCH 6, 2025

Power firm UK Power Networks has won the top prize for employee engagement strategy at the UK Institute of Customer Service’s prestigious annual awards. Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement.

Employee Engagement 52

Employee Engagement Engagement B2B Customer Satisfaction 52

InMoment XI

OCTOBER 23, 2024

If your banking app or website feels clunky or confusing to navigate, customers are unlikely to want to spend much time on it. With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

Blake Morgan

MARCH 11, 2025

Under his leadership at OTC: Revenue grew by 43% Earnings increased over 80% Key Takeaways from This Episode AIs Role in Business and Customer Experience Unlike many who fear AIs impact on jobs, Bill sees AI as a workforce enabler. She is a customer experience futurist and author of three books on customer experience.

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. In today’s business environment, customer engagement plays a role in achieving success.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

ECXO

JUNE 23, 2024

Furthermore, implementing the right technology and tools is paramount for the success of your customer success team. This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

CX Accelerator

OCTOBER 7, 2019

Consider how to eliminate these points and allow them to pass on the positive, convenient experience to your customers. Hence, if you start with the EX, you will improve your customer experience. However, most employees do not hear much about customers’ realities, experiences, and expectations.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Blake Morgan

DECEMBER 30, 2024

He shares insights on building customer-focused cultures, fostering employee engagement, and blending emotional intelligence with operational excellence to deliver exceptional guest experiences. She is a customer experience futurist and author of three books on customer experience. ” To learn more visit www.8CXLaws.com.

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

Magellan Solutions

SEPTEMBER 6, 2023

revenue surge via customer engagement. Don’t know any chatbots to help with your customer engagement campaign? Here are some of the best AI chatbots to help with customer engagement and business profit! ChatGPT offers a variety of applications, from customer assistance to content creation.

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Engage, Delete, Ignore or Snub?

Customer Service 79

Customer Service Social Media B2B Chatbots 79

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

ShepHyken

DECEMBER 23, 2024

Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world? How can companies create a customer-focused experience from before a purchase to after? ” “There’s 20% of the companies who are leaders.

Customer Experience 82

Customer Experience Handbook B2C B2B 82

TechSee

JUNE 16, 2022

In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Jeff is truly obsessed with customer service. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! For leaders, adopting AI begins with personal engagement. ” To learn more visit www.8CXLaws.com.

Leadership 72

Leadership Self Service Airlines Travel 72

ECXO

OCTOBER 7, 2024

By championing the customer experience, you contribute to a world where people feel valued and connected. Your work creates ripples that extend into communities, influencing how individuals interact with and perceive the brands they choose to engage with. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Blake Morgan

NOVEMBER 12, 2024

Known for its creative marketing and diverse menu offerings, the brand has doubled down on a “creativity mindset” to drive both product innovation and customer loyalty—even as inflation impacts the industry. This approach ensures the brand remains culturally relevant and engaging. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

ECXO

APRIL 18, 2024

Prompt Problem Resolution: TechEase began to prioritize customer issues, ensuring that no concern was dismissed as trivial. This resulted in quicker resolution of problems and a significant reduction in customer frustrations. They felt like they were part of the TechEase community, enhancing their loyalty towards the company.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

ECXO

JANUARY 21, 2025

Make Customer Experience a Strategic Priority Lesson: Never treat customer experience as an afterthought. Apexs downfall started when they dismissed customer complaints and feedback. To avoid this, build a customer-focused strategy that permeates every department, from product design to post-sales support.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Vonage

JUNE 23, 2017

Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement. Engagement is about interacting and attraction. Both are part of the customer experience (CX). Customers can post comments and interact. It’s all about engagement with the customer.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ECXO

SEPTEMBER 6, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227