Dave T.’s Post

[Daily Case Analysis] Let's sharpen your strategic thinking skills 🧠 Consider this: A multinational retail organization is grappling with declining customer satisfaction scores and stagnant sales growth. What's the challenge? The company's customer-centric culture, which used to set the firm apart in the industry, has weakened over the years. Lacked synchronization between internal processes and customer needs, unmet customer expectations, and lack of frontline staff motivation are symptomatic of the eroding customer-centricity. This organization intends to bring a renewed focus on customer-centricity to regain its market leadership. How would you approach this situation? Here's our analysis: https://lnkd.in/ef92ugUa What did we leave out? Leave your thoughts, advice, and critique below. 👇 Follow for more daily case studies! #casestudy #customer-centricculture #management #strategy #consulting #leadership

Customer obsession pays back: ROI of at least 700% over 12 years. But many teams find themselves in a silo situation when trying to get senior leadership onboard. Why? In many cases, it's not that top leaders don't care about how customer-focused the organization is. They want the organization to be customer-focused. It sounds good. But one of their responsibilities is to make sure that the organization makes strategic decisions based on facts. Not just on trends. But, how will your team make this idea practical and concrete, instead of being just another fancy initiative from a different department? This is what I've seen over the years working with CX, Marketing, HR, and Sales teams incorporating personalized video engagement into their strategy. This is aligned with what Forrester recommends here: https://lnkd.in/gRc3ZyeN. So, how can your team get top leadership onboard? Start by building a business case. Here is how: 1 Use SMART goals. Here you'll find an example: https://lnkd.in/gUCdFte7. 2 Create a pilot. Here is an example: https://lnkd.in/gZQciErn. 3 Measure results, iterate, and optimize. Here you have some KPIs and metrics to pay attention to: https://lnkd.in/dq8MP-Wy In many cases, this takes about 3 to 6 months depending on how agile your team and organization are. Splitting the pilot into smaller parts, where you test different hypotheses and look for signals, can be helpful if you have enough time. Your team will investigate if it is worth investing more time and resources in expanding the initiative, based on the KPIs and supporting metrics related to your goals. If this has been performed successfully, in most cases it will make sense to scale the pilot. However, if the business case is based on weak goals, you'll find yourself wasting time and resources. Has a customer-obsession culture paid back in your organization? How? Want more tips like this? Follow me on LinkedIn: https://lnkd.in/dZvBJj9h #CX #customerengagement #innovation #personalization #personalizedmarketing #digitaltransformation #employeeengagement #employeeexperience #marcomm #comms #videomarketing #personalizedvideo #marketing #interactivevideo

As the market and customer expectations evolve, so must our approach to measuring customer satisfaction. Check out my latest article in BW CIOWorld, where I discuss the critical shifts in consumer behavior and the innovative metrics businesses can adopt to keep pace. I share some actionable insights relevant to business leaders and marketers seeking to enhance their strategies and ensure their metrics reflect what truly matters to customers today.    Dive in to learn more about empowering your business through smarter customer metrics: https://lnkd.in/dZChWdaF   #CustomerSatisfaction #BusinessStrategy #Innovation #Leadership

🌟 The Sandwich Story of Customer Service: A Lesson in Leadership 🌟 Imagine this: you're hungry, and someone offers you a few loaves of bread and a glass of water. Sure, it satisfies your hunger, but it's far from delicious. Now, picture another scenario: you're presented with a specially crafted sandwich, bursting with flavor, accompanied by a refreshing glass of juice. Not only does it satisfy your hunger, but it also leaves you feeling delighted and eager for more. This analogy perfectly encapsulates the essence of customer service. As leaders, it's crucial to understand that providing a satisfying customer experience goes beyond meeting basic needs. It's about delivering excellence that leaves a lasting impression. Sure, serving a customer with the bare minimum might temporarily satisfy their hunger, but it won't create a memorable experience or foster customer loyalty. On the other hand, when we go the extra mile to provide exceptional service – akin to serving a delicious sandwich and juice – we not only satisfy their immediate needs but also leave a lasting impression that keeps them coming back for more. Why is this important? Because in today's competitive landscape, customer satisfaction is the cornerstone of success. It's not just about making a sale; it's about building relationships, earning trust, and fostering loyalty. As leaders, it's our responsibility to instill a culture of excellence in customer service within our teams. This entails empowering employees to exceed expectations and cultivate a sense of accountability toward their customers by anticipating their needs and delivering personalized experiences that go above and beyond. So, the next time you're tempted to serve your customers a few loaves of bread and water, remember the power of the sandwich story. Invest in creating delightful experiences that leave a lasting impression – it's not just good for business; it's the hallmark of exceptional leadership. Author - Gayos Johnson #Leadership #CustomerSatisfaction #CustomerExperience #ServiceExcellence #BusinessStrategy #LeadershipDevelopment #CustomerRetention

The Power of Customer-Focused Leadership Customer focus isn't just a buzzword - it's the key to building a thriving business. But how do you translate that concept into real action? It all starts at the top, with customer-focused leadership. Here's why it matters: • Happy Customers, Loyal Customers: When you prioritize customer needs, you create positive experiences that foster loyalty and drive repeat business patronage. • Employee Engagement: When employees see the value placed on customer satisfaction, they're more motivated to deliver excellent service. • Data-Driven Decisions: A customer-centric approach relies on customer insights to guide product development, marketing strategies, and overall decision-making. How to Lead with Customers in Mind: • Be the Champion: Publicly advocate for the customer perspective and make it a core value. • Listen Up: Actively seek customer feedback through surveys, reviews, and direct interactions. • Empower Your Team: Provide employees with the tools and resources to effectively address customer needs. • Celebrate Success Stories: Recognize and reward employees who go the extra mile for customer satisfaction. By fostering a culture of customer focus, you're not just building a successful business, you're building a community of loyal brand advocates. #customerfocus #leadership #customerservice #businessgrowth

Does your front-line staff have a customer retention mindset?   Engage your customers and encourage them to make more purchases through customer retention tactics.    Retention is the key KPI for business success. It is part of the leadership strategy. ➡ Customer-centric culture ➡ Proactive problem solving ➡ Value for money ➡ A data-driven approach ➡ Emotional engagement ➡ Customer needs and wants guide ➡ Professional & friendly approach ➡ Proactive customer communication ➡ An updated training program ➡ An effective Customer Experience survey ➡ Rewards loyal customers Are they serve with customer retention mindset? Let us know what you think: What you think about your frontline staff Customer retention mindset?   Apart from that, What action can you to take to improve Customer retention mindset?   Jeyaraman #customerexperience #leadership #leader #Customerservice #retention #customerservice #customercare #crm #marketing  

Sean Carney: Driving Excellence, Empowering Teams, Transforming Customer Experiences. Excited to share my journey in operations and service delivery! With over 25 years of experience, I've led global teams to optimize performance and drive customer satisfaction. Passionate about strategic growth and operational excellence. Let's connect and discuss how we can innovate together! #businessstrategy #customersatisfaction #executiveleadership #globalteams #Innovation #leadership #Management #OperationalExcellence #operations #performanceoptimization #servicedelivery #StrategicGrowth

“As leaders, we set the bar for client experience. If we expect our organization to deliver world-class service, we must actively define what that entails.” Some great encouragement from James Loffler — the idea of crafting the perfect customer experience is a popular one right now, and a reminder that no matter the industry, people always come first. Even if leaders aren’t interacting with those customers on a daily basis, they’re still responsible for the environments they cultivate, behind the scenes and facing the public. Putting the customer first means attention to quality products and services, but it also means attention to every step of the journey. Reducing friction, keeping open lines of communication, setting company values and living up to them, and prioritizing personalized approaches all make a huge difference, and let customers know that they’re not just another number. This article is a great reminder to dig deeper in how we think of customer service: #customerservice #customerexperience #cx #leadership 

It’s easy to say “let’s improve engagement,” but without genuine buy in from leadership, it's a tough ask. Until you have alignment from the top and across the organisation, that customer engagement is a priority, it's MUCH harder to make any sustainable impact. e.g. If customer engagement doesn't have a budget... it's not a priority (no matter what anyone says). Getting buy-in is not only the most important step, but often the hardest! So how do you go about getting what is needed? ✔️ Show the value Speak the language of your business. Highlight the direct link between customer engagement and key metrics like revenue, retention, and lifetime value. Like all of us, when leaders see the financial impact, it’s easier to secure buy-in. ✔️ Use data-driven insights Present case studies, industry benchmarks, and data that demonstrate how improved engagement leads to measurable results. Solid numbers are hard to argue with and help turn a ‘nice to have’ into a ‘must have.’ ✔️ Start small with quick wins If leadership is hesitant, propose a pilot project. A small, focused initiative with clear KPIs can showcase the potential impact of customer engagement without a huge initial investment. ✔️ Align it with company goals Frame customer engagement as a strategic initiative that supports the company’s broader goals. When it’s tied directly to growth, customer satisfaction, or competitive advantage, it’s more likely to resonate with decision-makers. It can be a journey! But once the business is fully bought in to the value of customer engagement, it’s no longer a question of if - but how soon. #customerengagement #leadership #engagement #businessstrategy #growth

Leaders must integrate CX into the Corporate DNA