ijgolding

NOVEMBER 29, 2017

This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership? How can a CEO become a stronger customer focused leader, assuming he or she realises the need and is willing to try?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Maz Iqbal

DECEMBER 18, 2014

It would provide the impetus to do better: to focus on creating superior value for customers – including providing a better Customer Experience. Is it enough to ‘force’ the incumbents to pay attention to customers and do right by customers: focus on providing superior value for customers?

Customer Experience 103

Customer Experience Case Study Government Study 103

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeff Toister, President at Toister Performance Solutions.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Journey

JANUARY 3, 2018

They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. This means they cause pain for your customers, too. They create nightmares for the customer experience. Silos kill innovation.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

Alida

JUNE 23, 2017

This in parallel with Amazon introducing lower cost Prime membership for citizens on government assistance programs. Now it’s clear that Amazon aims to sell customers everything, and therefore no retail spaces are safe,” writes Darrell K. Retailers should take up Bezos’ advice immediately.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.

Government 90

Government Customer Centricity Guidelines Groups 90

CSM Magazine

MARCH 30, 2020

For customers, focus on what is important to them given the current situation. Stating the facts as they are and signposting stakeholders to timely, accurate information from NHS, WHO, the government and other relevant sources is helpful. Be Succinct .

Communication 119

Communication How To Government Policies 119

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Share messages from leadership : Leadership has recorded video vignettes sharing why the customer focus is so important and what it means.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Customer Bliss

MAY 3, 2018

Patricia’s CCO role at MTN was created because the company was losing revenue, the CEO was customer-focused, and t he C-Suite decided that it was time to for a CX leader to sit in the boardroom. Patricia and her team united around a system of four governing principles in order to create change for customers and employees.

Telecommunications 149

Telecommunications Company Customer Experience Consulting 149

CX Journey

MAY 5, 2015

My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. But…"How do I get my executives on board?"

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

ShepHyken

APRIL 8, 2019

(NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Several government agency rock-stars met to discuss how to improve customer service. The short answer is yes.

Customer Service 107

Customer Service Hotels Hospitality Government 107

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Governance. This is the outside-in approach to business versus inside-out.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

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. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

ShepHyken

APRIL 19, 2017

Some industries are heavily regulated and must adhere to compliance and tough rules that they have no control over, and many of these rules or laws are not customer friendly. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Brainstorm the question with your employees.

Airlines 87

Airlines Policies Government Travel 87

Michelli Experience

AUGUST 29, 2017

I believe that a business case should be made that owners and business leaders who possess a negative view of people produce companies burdened with processes designed to protect corporate assets from their own team members and from their customers. A Real World Example. natural resources like oil) to drive their GDP.

Customer Experience 113

Customer Experience Consulting Hospitality Government 113

QuestionPro Audience

AUGUST 28, 2017

David: The journey map needs to be governed by an individual to make sure it is maintained. Above all, the power comes from everyone across the business agreeing in addressing the top 2-3 concerns that matter most to customers. From there, you can then add metrics to track your performance. Share if you enjoyed this recap!

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

ijgolding

JULY 12, 2016

Yet as I have written in the past, talking about Customer Experience is the easy bit – starting to do something about it is hard, whilst embedding a customer focused mindset is the hardest thing of all. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Experience 120

Customer Experience Customer Journeys Customer Centricity Meeting 120

Horizon CX

JULY 29, 2013

With this in mind, I believe those businesses that understand exactly what their customer’s experiences are at every interaction have a decided competitive advantage. This is fundamental to the success of just about any business, except perhaps government agencies. Customer journey mapping is a totally customer-focused concept.

Customer Journeys 100

Customer Journeys Tools Competitive Advantage Government 100

ijgolding

APRIL 4, 2016

Drawing the wrong conclusion from poorly executed customer feedback mechanisms – specifically, failing to measure the TRUE end to end customer journey. Failure to have the resource or capability to actually IMPROVE customer focused priorities. Lack of governance and ownership. I could go on and on and on!

Data 120

Data Customer Experience Effort Score Measurement 120

Thematic

JANUARY 2, 2019

Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Governance : Governance is about both oversight and execution. And none of them are "one and done" tools.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

ShepHyken

JULY 17, 2017

(Nextgov) The White House Office of American Innovation has its crosshairs set on improving federal customer service, a major challenge because of the government’s “near monopoly ” in providing poor service delivery. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Customer Bliss

JANUARY 17, 2017

Lead Transformational Change in a highly change fatigued organisation, revitalising employee and customer focus while driving major process reform programs. Exceeded revenue targets by 30% and delivered green field ICT project providing sector wide savings and unprecedented levels of NSW Government Agency buy-in.

Customer Experience 0

Customer Experience Leadership Groups Government 0

Hello Customer

AUGUST 24, 2020

million domestic and professional customers and rely on great customer experience to attain their goal of becoming the preferred energy supplier in Belgium. The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. They serve 1.8

Marketing 81

Marketing Touchpoint Government CRM 81

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. “Giving back” is part of the customer experience. Here are five ways to help you get customer-focused.

Customer Service 68

Customer Service Government Hospitality Trends 68

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

OCTOBER 24, 2016

If you want to lose customers, then practice what this author tells you not to do. 3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Eggers and Greg Pellegrino.

Customer Service 48

Customer Service Government Social Media Customer Care 48

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

MARCH 1, 2018

Especially, driving Quality and Customer Experience initiatives is very close to my heart. Atos itself puts a lot of focus on being customer focused and also in helping our clients improve their customers’ experience with technology and digital thinking.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

Customer Bliss

JULY 7, 2016

I’m honored that we have had 12 guests in my podcast series, with the most senior leaders from the insurance, entertainment, not for profit, healthcare, automotive, library system, government, technology and car rental industries. They were, in effect, creating emotional pain for a customer.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. The use of customer experience design can help solve some of the world’s most pressing issues such as poverty, healthcare, and access to clean water.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

CSM Magazine

JUNE 23, 2016

Guidelines enable employees to exercise personal judgment which may mean all the difference between retaining and losing a customer. Customer satisfaction often leads to loyalty which greatly improves the company’s overall profitability. It’s impossible to make rules to govern every possible scenario that may occur.

Guidelines 58

Guidelines Customer Service Policies Government 58

ShepHyken

NOVEMBER 16, 2020

Government sits at the bottom. 7 Ways to Improve Customer Experience for Your eCommerce Website by Shardul Deshmukh. Conversion rates can be boosted greatly by improving customer experience. This article has some good ideas on how to improve the eCommerce experience your customer has with you and your company.

Ecommerce 70

Ecommerce Customer Service Call Center e-support 70

ShepHyken

AUGUST 10, 2016

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. People complain and joke about some of their experiences with government agencies. One bad employee can lose a customer and bring down a company’s culture. Follow on Twitter: @Hyken.

Airlines 48

Airlines Policies Government Guidelines 48