ECXO

FEBRUARY 3, 2025

Frustrated, the customer takes to Twitter or Google Reviews to vent, warning others about the poor service. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust. A damaged relationship that could have turned into long-term loyalty.

Sales 259

Sales Customer Experience e-support Examples 259

ECXO

OCTOBER 14, 2024

We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But worry not!

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand. Encourage employees to escalate customer concerns promptly.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

ECXO

JANUARY 21, 2025

No matter how innovative your product is, it wont matter if customers feel undervalued and unsupported. Customer experience isnt just about answering emails or fixing problemsits about building trust, fostering loyalty, and showing customers that they matter. Action: Regularly review customer satisfaction metrics (e.g.,

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all!

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Craft a narrative where every customer feels valued, heard, and truly understood. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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

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

ijgolding

MAY 17, 2017

If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering. The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! I will thank him for being my business hero.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Hotels Employee Engagement 100

Blake Morgan

OCTOBER 22, 2024

Passion cannot be taught, and employees who care naturally go the extra mile to ensure positive customer experiences. Once you find passionate employees, leadership plays a key role in nurturing that enthusiasm. Confident, well-supported employees create smoother, more engaging customer experiences, which builds trust and loyalty.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Then do it all over again.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

CX Accelerator

OCTOBER 7, 2019

As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? NPS, CSAT, CES, etc.)?How How will you define success?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

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. These tools enhance convenience and deepen customer relationships. ” To learn more visit www.8CXLaws.com.

Strategy 64

Strategy Marketing Customer Experience Social Media 64

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Company 231

Company Hotels Social Media Innovation 231

Blake Morgan

DECEMBER 17, 2024

She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” For regular updates on customer experience, sign up for her weekly newsletter here. ” To learn more visit www.8CXLaws.com.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

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

ijgolding

JULY 19, 2016

What Carolyn McCall demonstrated to me is that she is a customer focused leader with a huge amount of courage. It amazes me how many leaders have never met a customer – or will do whatever it takes to avoid doing so. She did not sympathise with me – she did what many leaders are unable to do – she empathised with me.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

C3Centricity

AUGUST 6, 2024

Let’s take a look at nine key hurdles I have noted in working with my clients, and discover how to solve them, ensuring your business stays ahead in the race for customer loyalty and sustainable growth. Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Blake Morgan

APRIL 3, 2025

Eggemeier shared why Zendesk believes resolution is the only metric that mattersand how their new pay-for-outcomes model directly aligns with customer success. With more than 18 billion graded interactions informing its AI, Zendesk is leveraging massive volumes of feedback to drive loyalty, reduce friction, and personalize support at scale.

Metrics 52

Metrics Leadership Loyalty Trends 52

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What if standards for every role could be defined by customer expectations rather than industry norms?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., What if standards for every role could be defined by customer expectations rather than industry norms?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Blake Morgan

MARCH 18, 2025

AI-powered experiences are faster, smarter, and more seamless than ever, but hesitation to adopt them is leaving many businesses vulnerable to customer frustration and declining loyalty. This is a must-listen for leaders who want to leverage AI to drive efficiency, strengthen customer relationships, and build a future-proof business.

Competitive Advantage 59

Competitive Advantage Wait Times Leadership Loyalty 59

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.

Leadership 59

Leadership Loyalty Customers Customer Focused 59

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. My Comment: I hear it over and over again from B2B leadership.

Customer Service 157

Customer Service B2C B2B Customer Retention 157

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. Read the First Part of the Interview.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ijgolding

APRIL 19, 2017

“Strategy needs to be a balance between what the business wants and what the customer wants. but also customer driven ones (loyalty, satisfaction, effort etc.…). Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.),

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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