Customer Experience Excellence Best Practices
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How the CMO is Focusing More on Customer Experience

How the CMO is Focusing More on Customer Experience | Customer Experience Excellence Best Practices | Scoop.it
Stephen Marshall provides a complete look at the findings of the 2015 IBM Global C-Suite Study and explains why CMOs are focusing on customer experience.
Via Fred Zimny
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Understanding the Different Layers of Change Management

Understanding the Different Layers of Change Management | Customer Experience Excellence Best Practices | Scoop.it
Redefine Your Change Curve And Learn How To Manage Organizational Change In The Best Way Possible, By Learning When And How To Engage!
Via Alexis Assimacopoulos
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Chris Smith's curator insight, May 25, 8:52 AM
Change management has many different layers that need to be well understood! Learn about each layer with this helpful article featuring a great diagram!
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10 Change Management Best Practices | The Fast Track

10 Change Management Best Practices | The Fast Track | Customer Experience Excellence Best Practices | Scoop.it
Tips to run a more competitive organization during change.
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Reimagining The Future: The Journey To Digital Transformation

Reimagining The Future: The Journey To Digital Transformation | Customer Experience Excellence Best Practices | Scoop.it
In a mere 21 years "digital economy" has gone from an interesting concept to the way we do business today.
Via Fred Zimny
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Does strong corporate culture create long-term value?

Does strong corporate culture create long-term value? | Customer Experience Excellence Best Practices | Scoop.it
How can you tell if a firm’s culture creates long-term value, or even measure something so seemingly unquantifiable?
Via Alexis Assimacopoulos
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10 Principles of Organizational Culture

10 Principles of Organizational Culture | Customer Experience Excellence Best Practices | Scoop.it
If the answer to these last two questions is “rarely,” it wouldn’t surprise us. We don’t believe that swift, wholesale culture change is possible — or even desirable.
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Never forget: It’s an approach, not a process

Never forget: It’s an approach, not a process | Customer Experience Excellence Best Practices | Scoop.it
there is no single process that makes sense in every situation.

Via Mario K. Sakata, Fred Zimny
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Rescooped by Rosetta Carrington Lue from The Wonderful Wizard of OD (Organizational Development)
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The Multigenerational Workplace [VIDEO]

The Multigenerational Workplace [VIDEO] | Customer Experience Excellence Best Practices | Scoop.it
Can today's new multi-generational workplace succceed? A group of GenXers, GenYers, and Boomers from different industries offer their perspective.

Via Karl Wabst
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Karl Wabst's curator insight, April 8, 5:56 PM

Generational stereotypes in the workplace. The latest us versus them.

 

When you assume, you make an ass of u and me. Worse, you miss learning from coworkers, customers and shareholders.

 

We are all in this together. Let us start acting like it.

 

You can be young and closed-minded, or old and hungry for your next experience. Mentor and reverse mentor. We can all get along just fine. As always, listen more than you talk.

 

This is also worth a look:

Millennials May Not Be More Tech-Savvy Than You http://sco.lt/7nOfuz

 

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Taming the culture ‘beast’ | Culture Consultancy |

Taming the culture ‘beast’ | Culture Consultancy | | Customer Experience Excellence Best Practices | Scoop.it
If Corporate Culture is the ‘woolly mammoth’ in the room, should it be something to hunt in the first place…?

Via Alexis Assimacopoulos
Rosetta Carrington Lue's insight:
Fear without adequate knowledge is the most dangerous thing - and trying to ‘takedown’ culture without the right knowledge (or at least the right amount of knowledge to get a baseline) is a disaster waiting to happen.
"Fear without adequate knowledge is the most dangerous thing - and trying to ‘takedown’ culture without the right knowledge (or at least the right amount of knowledge to get a baseline) is a disaster waiting to happen."
 
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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, April 12, 3:01 AM

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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The Truth About Customer Experience

The Truth About Customer Experience | Customer Experience Excellence Best Practices | Scoop.it
Touchpoints matter, but it’s the full journey that really counts.
Rosetta Carrington Lue's insight:
Companies need to embed customer journeys into their operating models in four ways: 
1.  identify the journeys in which they need to excel, 
2.  understand how they are currently performing in each, 
3.  build cross-functional processes to redesign and support those journeys, and 
companies need to embed customer journeys into their operating models in four ways: They must identify the journeys in which they need to excel, understand how they are currently performing in each, build cross-functional processes to redesign and support those journeys, and institute cultural change and continuous improvement to sustain the initiatives at scale.
Companies need to embed customer journeys into their operating models in four ways: 
1.  identify the journeys in which they need to excel, 
2.  understand how they are currently performing in each, 
3.  build cross-functional processes to redesign and support those journeys, and 
4.  institute cultural change and continuous improvement to sustain the initiatives at scale.
 
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7 Steps to Customer Journey Mapping

7 Steps to Customer Journey Mapping | Customer Experience Excellence Best Practices | Scoop.it
MaritzCX’s customer journey mapping program is not a process-mapping exercise. “Frequently people think this is process mapping, but that tends to be very internally focused and doesn&rsqu
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Employee Engagement Begins With Company Culture

Employee Engagement Begins With Company Culture | Customer Experience Excellence Best Practices | Scoop.it
We recently introduced an Unlimited Vacation Policy at Bynder. While this is nothing new - tech giants like Netflix, LinkedIn and Prezi have already implemented similar policies - there’s a reason why companies are rethinking employee perks, something that goes beyond trying to attract top talent in a competitive marketplace. Instead, the constant introduction of new employee benefits reveals a deeper problem tech companies are facing - engaging their employees. While free meals, ping-pong tables and games consoles might be great for attracting talent, these perks don’t lead to employee loyalty and long-term commitment. And with an estimated 1 year tenure for the average tech startup employee, it’s clear that we have to start thinking differently about employee engagement. As someone who firmly believes that young people, with the right attitude and coaching, can achieve great results, I also know that when you hire young people, you risk a high employee turnover rate. According to a Gallup poll, millennials are the least engaged generation in the workplace and have also been noted as the least loyal. This hasn’t been the case at Bynder. I think the reason we have such a low employee turnover rate is because we really give our employees the opportunity to develop. We’ve had more than one intern become a full-time employee. Basically, if you prove yourself, you get a chance. Keeping employees engaged, and loyal, starts with your company’s DNA. Before you offer perks, you need to establish a solid company culture. Relaxed vacation policies, for instance, originate from cultures that are defined by different ways of doing things. Our unlimited vacation policy stems from a culture that gives employees more freedom and responsibility when it comes to work. Of course, maintaining employee engagement is more difficult as your company grows. As things become more organized and perhaps more “corporate”, it’s natural for employees to feel less empowered. Passionately holding on to your “startup culture” won’t help here, it’s all about adapting to change while staying true to your company values. While this is easier said than done, from my experience, there are a few things that you can do to continuously engage your employees: Have an accessible C-suite - keeping communication lines open through one-to-ones and monthly company meetings helps to maintain a culture of openness and transparency. Recognize employees who embody your culture - employee of the month awards are a perfect way to celebrate success and set an example of what’s expected. Employee engagement is a long-term strategy that starts with your company culture, which naturally leads to employee advocacy. Employees who are committed to the company mission and passionate about their work can increase a company’s profits by $2,400 per employee, per year; a clear incentive to keep employees engaged. At the end of the day, your employees are your best form of “advertising” - they’ll promote your brand with in-person connections or on social media and have more respect and value for the product. Employee engagement is not just about keeping your people happy, it’s about turning them into ‘people who work for a brand’ to brand ambassadors for the future.
Via Alexis Assimacopoulos
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3 Ways To Be An Effective Leader In Times Of Change

3 Ways To Be An Effective Leader In Times Of Change | Customer Experience Excellence Best Practices | Scoop.it
Want to be an effective leader in today's turbulent business environment? Use clarity, focus, and communication to keep your team on track.
Via Alexis Assimacopoulos
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5 Ways to Improve Organizational Learning with Big Data Analytics | SmartData Collective

5 Ways to Improve Organizational Learning with Big Data Analytics | SmartData Collective | Customer Experience Excellence Best Practices | Scoop.it
Some things can never change when the concept of internet boom is taken into account. Since the dawn of human civilization, data has been at the forefront — dominating every piece of innovation. Over the period of centuries, we have evolved and so has the information sources— resulting in the emergence of ecommerce boon.

Via Marc Wachtfogel, PhD, Fred Zimny
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10 Ways NOT to Do Change Management

10 Ways NOT to Do Change Management | Customer Experience Excellence Best Practices | Scoop.it
Change management techniques to avoid for a successful change initiative.
Via Alexis Assimacopoulos
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Chris Smith's curator insight, May 25, 8:55 AM
Discover what not to do when it comes to your change management approach!
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Reimagining The Future: The Journey To Digital Transformation

Reimagining The Future: The Journey To Digital Transformation | Customer Experience Excellence Best Practices | Scoop.it
In a mere 21 years "digital economy" has gone from an interesting concept to the way we do business today.
Via Fred Zimny
more...
No comment yet.
Rescooped by Rosetta Carrington Lue from Corporate Culture and OD
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Does strong corporate culture create long-term value?

Does strong corporate culture create long-term value? | Customer Experience Excellence Best Practices | Scoop.it
How can you tell if a firm’s culture creates long-term value, or even measure something so seemingly unquantifiable?
Via Alexis Assimacopoulos
more...
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How to improve the customer experience in 10 steps

How to improve the customer experience in 10 steps | Customer Experience Excellence Best Practices | Scoop.it
In this special report you'll learn how to improve the customer experience with these ten customer experience initiatives any company can implement immediately.
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Are you really listening to what your customers are saying? | McKinsey & Company

Are you really listening to what your customers are saying? | McKinsey & Company | Customer Experience Excellence Best Practices | Scoop.it
Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.

Too many companies squander the treasure that is customer feedback. The solution is systematically measuring the customer’s voice and integrating it into a culture of continuous feedback.

 

Via Fred Zimny
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Why Investors Are Pouring Billions In Internet of Things

Why Investors Are Pouring Billions In Internet of Things | Customer Experience Excellence Best Practices | Scoop.it
The Internet of Things has investors pouring billions into developing the device interconnectivity technology, but are there security concerns?
Via Fred Zimny
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Taking the Cult out of “Corporate ****ure” |

Taking the Cult out of “Corporate ****ure” | | Customer Experience Excellence Best Practices | Scoop.it
The lesson from today? Treat Corporate Culture with respect

Via Alexis Assimacopoulos
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Can 'User-Experience' Experts Become 'Customer-Experience' Experts?

Can 'User-Experience' Experts Become 'Customer-Experience' Experts? | Customer Experience Excellence Best Practices | Scoop.it
Small companies have mastered user experience; now it's on to the frontier of customer service.
Rosetta Carrington Lue's insight:
User experience (UX) is a mature enough discipline that most medium-to-large companies invest in it as a valuable in-house capability. But the emerging field of customer experience (CX) is still new enough that most companies are grappling with how to develop the organizational capability to deliver it well.
User experience (UX) is a mature enough discipline that most medium-to-large companies invest in it as a valuable in-house capability. But the emerging field of customer experience (CX) is still new enough that most companies are grappling with how to develop the organizational capability to deliver it well.
 
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How Focusing on User Experience Helped GOV.UK Win Design of the Year :: UXmatters

How Focusing on User Experience Helped GOV.UK Win Design of the Year :: UXmatters | Customer Experience Excellence Best Practices | Scoop.it

“The creators of Gov.UK don’t let their ego get in the way of helping users find what they need.”


Via yannick grenzinger
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Designing and starting up a customer-experience transformation | McKinsey & Company

Designing and starting up a customer-experience transformation | McKinsey & Company | Customer Experience Excellence Best Practices | Scoop.it

To successfully initiate a broad improvement program, decide on a structure, select the sequence that’s right for your type of company, and don’t forget to recruit change agents.


Via Fred Zimny
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