ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Invest in training your team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Didn’t these same executives, not that long ago, talk about how their customers were so important, about how they must be treated with dignity and respect?

Leadership 125

Leadership Culture Customer Service Training Training 125

ECXO

OCTOBER 7, 2024

Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means. Empowerment lies at the core of your leadership. 5. Empower and Train Employees: This is my biggest passion!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

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

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

Vonage

SEPTEMBER 16, 2016

The companies that really understand customer service have a different focus. Their hiring and training is focused on customer service, and they truly deliver it. In an operations-focused company, the employee must seek a manager’s approval for anything outside of their policies or rules.

Customer Focused 120

Customer Focused Company Infographics Poor Customer Service 120

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

CX University

SEPTEMBER 30, 2024

CX University and HBC today announced the formation of CXUAsia, a joint venture aimed at delivering world-class customer experience (CX) training and certification across the Asia-Pacific region. The post CXUAsia Launches as Joint Venture to Revolutionize Customer Experience Training in Asia-Pacific appeared first on CX University.

Training 114

Training Net Promoter Score Customer Experience Customer Centricity 114

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

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

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. This engagement drives enthusiastic, meaningful customer interactions, ultimately shaping how your brand is perceived.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

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. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Help.com

OCTOBER 13, 2014

Training and re-training and 360 degree training (training of quote unquote leadership about what’s involved in actually doing the job). Onboarding procedures. Practices for how to treat vendors, each other, and other stakeholders. Appropriate quality control methodology and metrics. Benchmarking decisions.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They want to please their bosses, their teammates and their customers. But when we can’t because we don’t have the right information, the right training or the right authority, that is a bad day, too. They don’t care enough to invest in customer experience evaluation and improvement. No more ruined days.

Company 231

Company Hotels Social Media Innovation 231

ShepHyken

MARCH 10, 2021

It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. In addition, leadership and management must defend the culture. They must be trained to it. They must buy into it. They must live it.

Culture 158

Culture Hotels Customer Service Training Training 158

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: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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

C3Centricity

AUGUST 6, 2024

Companies grapple with ingrained behaviours, leadership communication gaps, and inadequate training programs. Solution : The key lies in unwavering leadership commitment and consistent, clear communication. times higher customer retention and 1.9 times higher average order value.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Integrity Solutions

JUNE 18, 2021

In this feature contribution to Forbes , Mike Esterday offers advice for how to prepare your customer-focused teams to deal with a dramatically changed marketplace and customer behavior. Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership.

Sales 96

Sales Leadership Infographics Culture 96

ShepHyken

NOVEMBER 25, 2020

Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.

Customer Service 150

Customer Service Leadership Training Customer Service Training 150

InMoment XI

MAY 24, 2022

Employee satisfaction will typically include job-related factors like compensation, workload, perceptions of management and leadership, flexibility, teamwork, resource availability, etc. . #2: How Does EX Improvement Impact Customer Behavior? For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

CX Journey

AUGUST 26, 2014

I think this is a critical component for change management for the customer experience. Getting leadership buy-in and helping them understand that the sooner the focus is placed on the customer experience, the sooner the business will benefit is an everyday challenge for customer experience professionals.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

Experience Investigators by 360Connext

MAY 17, 2018

Leadership is starting to catch up, but their understanding of CX varies greatly! Organizational leadership is beginning to realize that CX requires investment. Turning a traditional business into a customer-focused culture won’t happen overnight, regardless of how much you wish it would! It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Kristina Evey

MARCH 8, 2018

While this research states customer service only, I firmly believe the responding customers lumped it in with the entire experience, as that is what motivates customers to return or leave. The ultimate goal is to have as little gap as possible between all three components – Leadership, Staff, and Customer perception.

Customer Experience 149

Customer Experience Leadership Exercises Groups 149

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality. To learn more, please click here. .

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

CX Journey

OCTOBER 23, 2014

Leadership : It starts at the top. If you''ve got the wrong leadership in place, it''ll be really tough to steer the ship in the right direction. This may require training, hiring for new skills and new attitudes; you''ll certainly want to be sure there''s a culture fit. But, customers can''t control your internal decisions.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

CX Accelerator

JANUARY 11, 2021

The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.". Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Automotive Culture 195

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 158

Customer Service Training Feedback Customers Groups 158

ShepHyken

AUGUST 3, 2022

Have a recording that directs the customers with lost luggage to call the airline they used. . If the customer ignores the recording, have the customer service rep properly trained to empathize and provide the customer with the airline’s phone number. . Follow on Twitter: @Hyken.

Airlines 135

Airlines Leadership Training Customer Service Training 135

CSM Magazine

MARCH 6, 2025

Judges liked the firm’s approach to staff retention and skills building, which achieves customer satisfaction as well as employee engagement. The firm also offers personal development, employee benefits, community events and charity initiatives.

Employee Engagement 52

Employee Engagement Engagement B2B Customer Satisfaction 52

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Other brands have gone down this path. Zappos.com has its Delivering Happiness programs.

Industry 161

Industry Hospitality Leadership Customer Service Training 161

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

Self Service 118

Self Service Customer Service Leadership Customer Focused 118

Customer Bliss

SEPTEMBER 26, 2017

Together we can make every day better for our customers and I am happy to help. How Do You Take Steps To Achieve A Chief Customer Officer Role? In short: the success of prior projects, especially if your organization is already customer-focused. But still be vocal and share the needs back to the leadership level.”

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

Blake Morgan

FEBRUARY 4, 2025

Many leaders want to improve customer experience, but they struggle to find the time, resources, or strategies that make a real impact. 5 minutes: Deliver a focused micro-lesson. 5 minutes: Follow up to ensure it sticks. 8CXLaws.com.

Culture 52

Culture Strategy Customer Experience Contact Center 52