PeopleMetrics

SEPTEMBER 17, 2015

Trust in the Journey to Customer Centricity. Emotional intelligence is a powerful leadership tool. You don’t want to engage the emotional elephant only to enrage it. When a customer or employee offers constructive feedback or taps into their emotional core, they’re opening their heart.

Leadership 48

Leadership Customer Experience Customer Centricity eBook 48

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Confirmit

NOVEMBER 18, 2019

Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience. Voice of the Customer Voice of the Employee Best Practices.

Employee Engagement 45

Employee Engagement Employee Experience ROI Measurement 45

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

ijgolding

JANUARY 17, 2017

Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and engagement. Are your own people advocates or ‘fans’ of what you are supposed to be doing for your customers?

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ijgolding

SEPTEMBER 26, 2016

So often the customers voice is not present at the top table, to not have the employee voice either could be a huge missed opportunity – or huge mistake. To state the blindingly obvious, organisations cannot exist without their customers. These are genuine responses.

Sports 120

Sports Measurement Customer Experience Retail 120

Lumoa

MARCH 20, 2018

According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Net Promoter Score Effort Score Voice of Customer 48

Qualtrics

FEBRUARY 17, 2020

Check out our guide to the must-see sessions at this year’s X4 from the most inspirational stories to the thought leadership that will give you plenty to take back to your organization at the end of the event. World-class thought leadership. Take your XM program to a new level with world-class thought leadership.

Government 34

Government Leadership Employee Experience Automotive 34

Russel Lolacher

OCTOBER 10, 2022

What is missing the mark for EX leadership and HR right now. Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. Connect and learn more about Stacy on her platforms: Twitter. WORKING FROM HOME.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Second to None

MAY 3, 2018

Creating distinct process for the different channels in which customer interactions take place will help show to consumers that your team is dedicated to providing value along each step of the customer journey, as well as help to keep each employee engaged for every one of these interactions. 1] [link]. [2] 2] [link].

Interaction 59

Interaction Strategy Voice of Customer Brands 59

C Space

NOVEMBER 4, 2019

Rob is an active blue water sailor and has received numerous awards for his leadership in ocean sustainability. Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45

DCX

JULY 30, 2024

Illustrating customer impact: Regularly share user stories and feedback, both positive and negative, to make the customer's voice heard in the development process. Example: A feature developed based on customer feedback led to a 30% increase in daily active users.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Verint

AUGUST 21, 2017

Executives who walk the talk send a clear message to employees about what the real priorities are. Many organizations today want to effectively embed the voice of the customer into daily activities—their effectiveness will largely depend on how well the senior executive team embraces the CX effort.

Customer Centricity 60

Customer Centricity Culture Voice of Customer Customers 60

DCX

AUGUST 25, 2024

Embed customer-centricity in company culture : Ensure leadership prioritizes customer voice as the company expands. Make "customer as North Star" a core value. Learn from extreme cases, even at scale : Use rare negative experiences to improve overall CX. Don't dismiss outliers as "one-offs" as you grow.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52

DCX

AUGUST 25, 2024

Embed customer-centricity in company culture : Ensure leadership prioritizes customer voice as the company expands. Make "customer as North Star" a core value. Learn from extreme cases, even at scale : Use rare negative experiences to improve overall CX. Don't dismiss outliers as "one-offs" as you grow.

Customer Centricity 52

Customer Centricity Customer Satisfaction Effort Score Culture 52