Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Once the risk and reference categories were assessed out according to the 10-point scale, the results were shared with the leadership team.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 2, 2021

But it’s also the latest, even seemingly insignificant interaction you had with a customer. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. Why Messaging is the Gateway to Great Customer Experiences by Tristan Gadsby.

Customer Service 99

Customer Service Hospitality Ecommerce Tips 99

ShepHyken

MARCH 21, 2017

What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Customer Bliss

AUGUST 4, 2015

Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. This is sometimes seen in hospitality or in the distribution businesses. Make Customers a True Priority of Your Business. You may also see another in a supporting second place of strength.

Hospitality 100

Hospitality Insurance Leadership Sales 100

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Industry Hospitality Management 110

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He is a leading contributor to Tourism, Hospitality and Service Industries alike. John is consistently helping his clients create a magical customer experience like Disney. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. More Articles and Resources to Improve Your Customer Experience.

Resources 100

Resources Case Study Comparison Hospitality 100

Michelli Experience

AUGUST 29, 2017

Looking toward the future, those leaders brought me in to explore how they might become “more tourist friendly” and how they might encourage business owners to “drive a hospitality mindset.”. employee powered/customer focused), you have to assume the people you seek to serve actually warrant that service!

Customer Experience 113

Customer Experience Consulting Hospitality Government 113

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Customer Bliss

JULY 7, 2016

We want money going to the hospital. As Margie mentions a couple of different times in this episode, nine months was her sweet spot for starting to turn around some perceptions on customer experience being owned by everyone. I call that One-Company Leadership. They were, in effect, creating emotional pain for a customer.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Hotels 100

CX Journey

JUNE 19, 2015

How are you getting employees immersed in the customer experience? And are you still struggling to get buy-in, to get company leadership on board with focusing on the customer? Jude’s Children’s Hospitals, and Bombardier Aircraft. Have you thought about building a customer room?

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

Kustomer

AUGUST 26, 2022

Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0, Episode Frequency: Weekly Episode Length: 30-40 minutes. Gartner ThinkCast.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. In short, it’s when your team comes together to identify each interaction your customer experiences when doing business with you from beginning to end. Take my industry, hospitality, as an example.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

AUGUST 28, 2018

Creating an organizational mission statement starts at the top with the leadership. The six-step process of creating a vision can be described by The Six D’s, which are: Define: Leadership defines it. Demonstrate: The leadership is the role model. Disseminate: Tell everybody.

Airlines 69

Airlines Leadership Industry Training 69

Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 45

Technology Hospitality Customers Customer Service 45

Gainsight

APRIL 29, 2019

Q: How should Product and CS teams work together to find the right customers for beta offerings? A: I was doing a big transformation in a healthcare company that sold to hospitals and doctors offices. We created a process between Product, Sales, and CS that identified the right customers for these types of things.

Roadmap 14

Roadmap Conference Sales Meeting 14

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Middlesex Consulting

DECEMBER 27, 2015

3 Aligning teams & people around the customer and ‘Busting the Silo’s’ 4 A formal programme that supports the people development processes to achieve the business’s goals. THERE IS A POWERFUL LINK BETWEEN LEADERSHIP, BRANDS, PEOPLE AND STRATEGY. 5 Recognise and reward success.

Culture 60

Culture Training Brands Technology 60

Kustomer

MAY 26, 2020

I think we’ll learn a lot today and I would definitely advise after, to make sure you follow some of his thought leadership content. When I was approached by Wiley a dozen plus years ago to write this book, I had the idea that would be called “The Customer Focus,” which is after my training programs. Read More Hide.

Customers 52

Customers Groups Exercises Customer Experience 52