Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.
Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.
Culture is based on shared attitudes, beliefs, customs, and written and unwritten rules that have been developed over time and are considered valid. (The Business Dictionary).
http://www.customerexperienceupdate.com/?open-article-id=8165900&article-title=culture-s-impact-on-customer-experience---transforming-the-customer-experience&blog-domain=kristinaevey.com&blog-title=kristina-evey/
Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono, General Manager, Customer Service & Customer Experience at MTN Cameroon, one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
http://www.customerbliss.com/earn-the-right-to-cx-transformation/
Outage management is a defining moment for utilities and thus provides a great way to reimagine the relationship between utilities and their customers. Absent an outage, most consumers don’t give a whole lot of thought to their utility company — flip a switch, and the expected happens.
https://go.forrester.com/blogs/creating-the-cx-centric-utility/
Whether you are just starting your company’s CX journey or you are well on your way, this white paper will help you develop a thorough understanding of the discipline and the many ways organisations view and implement CX strategies, processes, and technologies. We’ll start by defining customer experience and its importance before discussing common structures for CX roles, following up with the six pillars of CX.
https://www.mycustomer.com/resources/designing-a-world-class-cx-approach/
The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience management.
https://www.mycustomer.com/experience/loyalty/what-the-facebook-scandal-taught-us-about-the-future-of-customer-engagement/
Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners are more focused on their self importance than on their customers’ needs. As long as you debate which is more important – the food or the utensils – your guest goes away hungry. The most amazing product cannot thrive without at least reasonable customer service. The most amazing customer support cannot keep customers from abandoning inadequate products, and without retaining the customers there is no path to sustainable profitability.
http://blog.cx-iq.com/customer-experience-the-three-legged-stool/
Jaakko Männistö, Founder and CEO of Feedbackly shares his experience building customer experience strategies for clients of Feedbackly, a customer experience management company he started in 2013.
http://blog.cx-iq.com/5-reasons-why-you-should-invest-in-improving-customer-experience/
Online ratings and reviews can offer valuable insights into what customers are really thinking. But what happens when that feedback isn’t the whole story?
http://multichannelmerchant.com/blog/giving-voice-silent-majority-boosts-the-customer-experience/
Customer experience is the new frontier of business differentiation. Eighty-nine percent predicted that by 2016, they will separate themselves from their competition on the basis of customer experience—more so than product and service. A variety of factors influence a customers’ experience with a company, ranging from interactions with an in-store sales clerk, to reading an FAQ page to navigating a company’s website. We are currently seeing businesses invest heavily in customer experience, with Gartner reporting that businesses invested in customer experience more than any other area of marketing in 2014 and are expecting customer experience to lead innovation spending in 2015.
http://multichannelmerchant.com/blog/the-top-6-innovations-in-online-customer-experience/
Companies are shooting themselves in the foot consistently when it comes to their Customer Experience.
Why though…and how do we help them improve?
https://cxm.world/quality-pillar-customer-experience/
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