Blog, Consulting, Customer centricity and Employee engagement

Customer Centric Employee Engagement

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement

Employee engagement Customer centricity Consulting Consulting

Customer Centric Employee Engagement

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee engagement

Employee engagement Customer centricity Best practices Consulting

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement

Employee engagement Customer Experience Consulting Consulting

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Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee engagement

Employee engagement Consulting Consulting Enterprise

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement

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5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience

Customer Experience Customer centricity Customer emotions Employee engagement

3 Examples of Change for the Better in Airlines

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines

Airlines Transportation Customer centricity Employee engagement

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity

Customer centricity Customer emotions Employee engagement Customer retention

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking

Banking Employee engagement Customer centricity Consulting

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

Customer Experience

Customer Experience Customer centricity B2C Airlines

Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. The post Beware: Are YOU on Your Employee’s Naughty List?

Consulting

Consulting Consulting Customer centricity Customer emotions

Starbucks CEO Gets It, Does Yours?

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. This communication to employees shows me a customer centric company that is lead by the top down on this principle.

Customer centricity

Customer centricity Consulting Consulting Employee engagement

How to Make or Break Your Customer Experience

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience

Customer Experience Customer centricity Scripts Customer emotions

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. Didn’t Believe Amazon Was Customer Centric Before? Why Most Customer Experience Programs Fail. All attendees will receive a discount code for 50% off the eBook.

Customer Experience

Customer Experience Employee engagement Consulting Consulting

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing

Marketing Customer emotions Employee engagement Customer centricity

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. There is excellent work being done in Customer Experience, but not enough measurement.

Customer Experience

Customer Experience Journey mapping Customer centricity Surveys

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. You can teach your employees to provide stakeholder value.

Customer Experience

Customer Experience Consulting Consulting Employee engagement

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience

Customer Experience Banking Customer emotions Employee engagement

CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement. appeared first on.

Employee engagement

Employee engagement Customer advocacy Consulting Consulting

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. According to the global leaders, that’s because: They deliver excellence customer service.

Banking

Banking Employee engagement Customer centricity Surveys

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

MAY 31, 2016

Employee Engagement: Putting the Cart Before the Horse? Core Elements of Employee Engagement. Customer Centric Employee Engagement. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer advocacy

Customer advocacy Chief Customer Officer Employee engagement Consulting

Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement

Beyond Philosophy

DECEMBER 20, 2016

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. 10 BIG Ideas for Customer-Centric Success.

Enterprise

Enterprise Customer centricity Employee engagement Consulting

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience

Customer Experience Chief Customer Officer Consulting Consulting

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer emotions

Customer emotions Employee engagement Customer centricity Customer retention

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. February 2006. 26 August 2014.

Customer Experience

Customer Experience Customer retention Upselling Banking

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience

Customer Experience Customer centricity Education Consulting

The Vcare Top 50 Customer Care Influencers

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Did you make our list of customer care influencers? I tweet about customer focus, leadership, IT, and tech. He’s the Customer Experience Professionals Association chairperson.

Customer Care

Customer Care Chief Customer Officer CRM Wireless

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Coaching

Coaching Consulting Consulting Customer Experience

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

MARCH 27, 2019

In our interview with Ben Motteram , we’ve explored areas like customer-centric strategies, emotional intelligence and the upcoming role of chatbots. Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Customer feedback is analyzed and acted upon.

Customer Support

Customer Support Chatbots Customer centricity Enterprise

Customer Experience Influencers You Must Follow – Part 2

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience

Customer Experience Journey mapping Consulting Consulting

The importance of customer culture – an interview with Chris Brown

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). Was HP a customer focused organisation at that time? I became a marketing consultant!!

Customer centricity

Customer centricity Customer advocacy Marketing Finance

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity

Customer centricity Construction Enterprise Marketing

Customer Experience Challenges According to 15 CX Experts

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience

Customer Experience Customer centricity Education Consulting

Understand and Optimize your Unique Customer Touchpoints

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Create a custom experience that ensures complete satisfaction with your target audience. .

Journey mapping

Journey mapping Contact Center Interactive Voice Response outsourcing

Bad Feedback Is the Best Feedback. Are You Listening For It?

360Connext

MARCH 28, 2018

In fact, he said I must have spoken to the wrong customers! But then I had another who got so excited about hearing my feedback she asked me to get their people on board by training them on customer-centric attitudes. appeared first on Customer Experience Consulting. Guess who fared better?

Feedback

Feedback Customer centricity Consulting Consulting

The Power of Multiplying Leadership

Horizon CX

JUNE 2, 2020

Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” According to a blog article by Tenfold , companies with well-executed CX strategies, well-loved by their loyal customers, are those with dedicated CX leaders. DELEGATION – foster employee engagement by involving them.

Customer centricity

Customer centricity Employee engagement Consulting Consulting

Driving Holistic Customer Engagement Excellence

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement

Employee engagement Quality management Analytics Best practices

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Beyond Philosophy

NOVEMBER 28, 2016

Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement

Employee engagement Consulting Consulting Enterprise

7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

OCTOBER 11, 2019

Laverty persisted as he saw that Customer Experience would be the differentiator in the marketplace. He asked, “How is this going to impact our customers?” It was part of his strategy to enforce the customer-centric mindset at the company and help the team get used to identifying as the customer and seeing it from their vantage point.

Customer Experience

Customer Experience Employee engagement Journey mapping Customer centricity

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

Journey mapping

Journey mapping Customer Experience Surveys Airlines

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Blog

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service

Customer Service Chief Customer Officer Customer centricity Marketing

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).

Customer Experience

Customer Experience Customer Service Consulting Consulting

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

Customer centricity

Customer centricity Customer retention Consulting Consulting

Don't Water Your Weeds

CX Journey

AUGUST 11, 2016

Ben Motteram is the Principal at CXpert , a Customer Experience consulting company that helps their clients grow by placing the customer at the centre of everything they do. Follow him on Twitter and LinkedIn for more awesome insights on everything to do with customer experience, customer service, and employee engagement.

Construction

Construction Healthcare Advertising Feedback

Customer Centric Employee Engagement

Customer Centric Employee Engagement

Webinars

Trending Sources

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Webinars

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

5 Reasons Your KPIs Are Hurting Your Customer Experience

3 Examples of Change for the Better in Airlines

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beware: Are YOU on Your Employee’s Naughty List?

Starbucks CEO Gets It, Does Yours?

How to Make or Break Your Customer Experience

Philosophies to Improve Your Customer Experience in 2015

Do You Harness the Power of Habit in Your Marketing Yet?

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Employee Happiness is the Key to an Excellent Customer Experience

What Does The Scottish Independence Vote Have to Do with Customer Experience?

CX Initiatives: What if Employees Are Not On Board?

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement

Customer Experience Influencers You Must Follow – Part 1

Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor

5 Facts to End the ROI Debate on Customer Experience

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

The Vcare Top 50 Customer Care Influencers

3 Steps to Becoming #1 on Trip Advisor

CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

Customer Experience Influencers You Must Follow – Part 2

The importance of customer culture – an interview with Chris Brown

Like Just About All of Their Customers… I LOVE Wegmans!!!

Customer Experience Challenges According to 15 CX Experts

Understand and Optimize your Unique Customer Touchpoints

Bad Feedback Is the Best Feedback. Are You Listening For It?

The Power of Multiplying Leadership

Driving Holistic Customer Engagement Excellence

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

7 Things to Remember on the Customer Experience Journey

Using Your Employees' Voices to Transform the Customer Experience

40 Best Customer Service Books We’d Recommend to Support Operators

Top 51 Customer Service Leaders – Best Customer Experience Influencers

The Four Things You Must Do to Keep Customers Talking about Your CX

Don't Water Your Weeds

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