Blake Morgan

JANUARY 7, 2025

As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. She is a customer experience futurist and author of three books on customer experience.

Innovation 52

Innovation Customer Experience Leadership Culture 52

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! What jobs are your customers trying to do?

Innovation 128

Innovation Competitive Advantage Metrics Culture 128

ECXO

OCTOBER 7, 2024

As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward. Innovation is your constant companion in this exhilarating journey. Employees are the frontline ambassadors of customer experience.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ECXO

OCTOBER 14, 2024

Your organization exhibits a strong customer-centric mindset. Regular practices reflect a deep commitment to serving and delighting your customers. Keep up the great work, and continue to innovate and refine the approach. Consider which areas scored lower and develop strategies to enhance those aspects of customer-centricity.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

Kerry Bodine

JUNE 7, 2018

Keeping the job top of mind also helps spot potential disruptors and opportunities for innovation. Even when crafted in customer-friendly language, journey maps too often take a myopic view of the story. Challenge your team to explore the white space between steps in the journey (and then to validate your hypotheses with customers).

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

TechSee

NOVEMBER 27, 2024

Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level. Regularly communicate the importance of customer satisfaction to all employees.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Embrace change and foster innovation at every level. Discover the power of a customer-centric culture for sustainable business success. Our passion fuels our dedication, making every interaction a meaningful one.

Meeting 296

Meeting Customer Centricity B2C Culture 296

ECXO

JUNE 23, 2024

This not only resolves the immediate problem but also demonstrates your commitment to customer service. Driving Innovation: Feedback channels can serve as a source of inspiration for innovation. By listening to customer feedback, you may discover new ideas, suggestions, or even unmet needs.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Blake Morgan

MARCH 11, 2025

Turning Difficult Customers into Business Insights Challenging customers often provide the most valuable insights. Bill explains how listening to difficult customers can reveal blind spots, drive innovation, and improve service delivery. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.”

Leadership 110

Leadership Chatbots Customer Experience Professionals Culture 110

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. Being agile.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

DECEMBER 18, 2023

Who do business innovations serve? Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem. Does the innovation place a substantial burden on your staff?

Innovation 52

Innovation Customer Focused Transportation How To 52

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! She is a customer experience futurist and author of three books on customer experience.

Leadership 72

Leadership Self Service Airlines Travel 72

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. They care enough to continually look for ways to improve and innovate for their customers. They care if your day was ruined.

Company 231

Company Hotels Social Media Innovation 231

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. It means investing in their education, their feedback cycles, and their wellness.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. The lesson is to honor your promises to customers or else they may make fun of you on national TV. So be ready.

Customer Experience 90

Customer Experience Sports Customer Service Training Video 90

CX Accelerator

JANUARY 11, 2021

Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Be kind, treat your teams well, innovate, and work hard. Zappos is a case study on how to create a customer-focused culture. An innovative mindset. D riven by core values.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Experience Investigators by 360Connext

DECEMBER 29, 2014

5 Customer Convenience Considerations (Before You Change Anything!). Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? 13 Tough Questions to Skyrocket Customer Experience Improvement. 5 Most Awful Customer Experience Solutions of All Time.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. 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.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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. Brands, Sears, and Reebok, the company continues to innovate. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

Connections 334

Connections Customer Experience Social Media Analysis 334

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

The DiJulius Group

OCTOBER 4, 2023

Like a growing number of organizations, it has a Customer Advisory Board (CAB). Read Full Article The post Tap into Customer Wisdom and Drive Innovation with a Customer Advisory Board appeared first on The DiJulius Group. I had the good fortune of recently speaking at Standard Aero’s annual.

Innovation 94

Innovation Groups Consulting Customers 94

Alida

DECEMBER 1, 2016

Key to Strategy&’s recommendation is to evaluate possible tech partners with the goal of improving the entire customer experience. Focus on your company’s strengths while leaning on the strengths of fintech companies to drive innovation for your customers. Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial Banking Culture 193

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Discover the shift from a product-centric approach to a customer-centric mindset – a transformation that requires attention, resilience, and revolutionizing how we understand and serve customers.

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

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. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Blake Morgan

NOVEMBER 29, 2022

The autonomous vehicle arm of GM thrives where many others have fallen because of a singular focus on driving innovation for customers and saving lives. One of Cruise’s goals is to build trust with customers so they feel safe adopting the innovative autonomous technology.

Customer Focused 59

Customer Focused Employee Engagement Innovation Connections 59

Blake Morgan

MARCH 21, 2023

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents.

Leadership 59

Leadership Customer Focused Customer Centricity How To 59

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. How to fix it. New things don’t have to be scary!

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

Blake Morgan

FEBRUARY 11, 2025

Top 5 Takeaways from the Episode 2:27 | Customer-Centric Culture at T-Mobile T-Mobiles “Un-carrier” strategy put the customer at the center of every decision. Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation. ” To learn more visit www.8CXLaws.com.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Blake Morgan

AUGUST 29, 2022

Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining. Customers will always seek out great food, but they increasingly want a digital dining experience. For regular updates on customer experience, sign up for her weekly newsletter here. .

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Video 59

Alida

JUNE 23, 2017

This move isn’t the company’s first foray in the grocery business—in the past, it introduced innovations like AmazonFresh, a delivery service, and Amazon Go, a register-less, grab-and-go store—but it is undoubtedly the biggest and most consequential to date. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

CX Accelerator

JANUARY 11, 2021

Tony understood that if you treated your people right and provided them with tools and education, memorable customer experiences would result. Be kind, treat your teams well, innovate, and work hard. Zappos is a case study on how to create a customer-focused culture. An innovative mindset. D riven by core values.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ECXO

JULY 23, 2024

But what does it really mean to be a servant leader, and how does this leadership approach contribute to the success of customer-focused organizations? As a result, this creates an environment where employees feel valued, motivated, and empowered to deliver outstanding customer service. What is the Servant Leader?

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

CX Journey

APRIL 5, 2017

Imitation is the death of innovation. When imitating, there's no need for innovation, right? Instead, competition drives innovation, and vice versa. And innovation drives success, simply because it allows you and your competitors to offer a variety of products to meet your customers' varying needs.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144