Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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? Coincidentally, this definition was also done in a June, 2012 article. stock price).

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #3: Creating a Customer Experience Team for your company.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. What do I mean by the ‘right employees’? The six steps are as follows: Step 1 – Attract.

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is. Motives — Driving Win-Win Attitudes.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

The Petrova Experience

APRIL 3, 2024

Customer experience is the follow-through on brand promises across every interaction. Some organizations assume the importance of customer experience is limited to commercial brands. In fact, every organization that has a customer – a passenger, patient, or guest – makes promises to that customer.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

Nicereply

SEPTEMBER 8, 2022

What is an employee experience and why does it matter? Find out in our article! Whatever industry you are in, delivering outstanding customer experience is most probably one of the major goals of your business. Employee Experience vs Employee Engagement. Wrapping up.

Customer Experience 78

Customer Experience Employee engagement Customer centricity Surveys 78

PeopleMetrics

SEPTEMBER 1, 2015

Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. Those are bygone times.”.

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Talk is cheap.

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. 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. What does your company do to encourage employee engagement?

Banking 347

Banking Employee engagement Customer centricity Consulting 347

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 2) Customer-Centric Priorities.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

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.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClearAction

APRIL 3, 2015

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. " —@thecxguy. —@clearaction.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Another example is the subject of this, my penultimate article, in the series. Communicating the Customer Experience needs to be continuous, innovative and engaging.

Customer centricity 68

Customer centricity Banking Customer Experience Enterprise 68

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s a never-ending hamster-wheel to entice engagement. Customer experience is customers’ realities compared to their expectations.

Customer Experience 48

Customer Experience Employee engagement Engineering Customer centricity 48

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. Developing and recognizing employees.

Customer Experience 96

Customer Experience Employee engagement Big data Analytics 96

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience Customer centricity Metrics Employee engagement 75

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. Offer good service."

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

PeopleMetrics

MARCH 13, 2015

According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. Communication is core to customer centricity. Are you on Slack ? We say, Hear!

Customer Experience 109

Customer Experience Customer centricity Employee engagement Feedback 109

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? For retailers, customer experience more than the store and the people.

Customer Experience 100

Customer Experience Management Employee engagement Customer centricity 100