Customer Centric Culture
Tune in for the CXPA CX Day 2019 webinar on Building (and Sustaining) a Customer-Centric Culture.Listen to a candid conversation about corporate culture with CCXP professionals and thought leaders. We talk about the need to start cultural transformation at the top. Without executive buy in, professionals should feel comfortable to walk away from engagements.
Get actionable advice how to face obstacles on the path of organizational culture growth and the value of having cultural committees in house.
Some key takeaways:
- Ask for bigger funding to be taken seriously
- Culture starts at the top. If the executive buy is not in place chances are nothing will happen
- You need C-suit partnership for real impact
Organizational Culture and Access to Information
By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet. It is about leaders expressing values, and the action guidance their cultural behaviors provide.
Holiday Wishes for Great CX: Career Advice Edition
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Customer Experience Audit: FedEx Omnichannel Disaster
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Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
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Are You Ready to Go Exclusive with Jane, Your Digital Concierge?
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Freelance Customer Experience Lessons for Freelancers
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Customer Experience Survey: Why Customers Are Not Responding
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Culture Is King – The Power Of Employee Engagement
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Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
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Even the US Government is Jumping on the Customer Experience Train
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A Customer Experience Strategy will Define Your Success in 2021
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How to Be an Entrepreneur: 5 Things I Learned in 5 Months as an Entrepreneur
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Hiring Tips: Who Should I Hire First on My CX Team
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WeWork Does CX Right with a Wow Moment
Used at the right time and place along the customer’s journey, the Wow Moment is an excellent retention technique. When a brand creates personal, relevant experience at exactly the right time, it can build a lifelong, loyal customer relationship.
Let’s Get You Certified as a Customer Experience Professional!
Like all mature professions, customer experience has a certification that is internationally recognized. Adding it to your resume will signal to the business community that you are serious about customer experience and your aspiration to be part of its leadership ranks…
How a Personal Interaction builds Customer Loyalty
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Customer Experience Design – How Do You Want Customers To Feel?
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Liliana Petrova Talks Patient Experience in Healthcare Podcast
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Employee Experience Strategy and Customer Experience Depend on Strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales…
Hospitality and Why We lack Seamless Travel Experiences
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Customer Experience Audit: eBay’s Vibrant Marketplace of the Future
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CX Skills Builders: You May Have a CX Job and Not Know It
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Why You Need Culture Not Call Center Training for Customer-Centric CX
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Customer Experience Audit: Uber Bets On Self-Driving Cars With Big Volvo Purchase
The question that remains unanswered is who will be part of the future of transportation. Uber is going for the vertical integration – the whole pie. The future industry of urban transportation will be made of players in three different categories: cars, self-driving software, and ride-sharing network. In contrast, Lyft approaches the future through partnerships.
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3 Ways to Create a Better Employee Experience Strategy
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Customer Experience Design – Make the Customer Know Who You Are
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Culture Starts at the Top
Without a leader who believes that today’s business success is about acquiring and retaining customers, you cannot even begin the process of building a culture. Leaders who are passionate about the customer are also passionate about creating culture and employee engagement.