Enjoying the sights and sounds of Bayside Marketplace in Miami, Florida.
“Miami is nothing like me, and that’s why I need to be here – it’s the opposite.” – Iggy Pop, American musician
Miami is nothing like me either. What drew me to Miami this month was not only its endless beaches and vibrant culture, but also the Total CX Leaders Conference.
It’s my second year attending and blogging for this high-engagement Customer Experience (CX) conference. It was an eye-opening event for learning how to “link data-driven behavior to business results, design next generation customer experiences, and measure the impact of customer programs.”
Here are highlights of four Total CX Leaders Conference sessions:
Stay tuned for more Total CX Conference highlights.
Thanks to Rachel McDonald, Senior Conference Producer and Amanda Ciccatelli, Social Media Strategist for inviting me to Total CX and for producing and promoting an outstanding conference.
Special thanks to my wonderful friends Gustavo and Betty Higuera for their generous hospitality.
Photo by Daniel Christensen. Bacardi Building, Miami, Florida. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.
How can you change your culture to encourage employees to better serve your customers?
Attend the Total CX Leaders Conference, June 3-4 in Miami, Fla. to learn more! This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”
How can YOU prepare for the customer of the future?
Join me June 3-4 in Miami, Fla. for the Total CX Leaders Conference sponsored by the Institute for International Research USA (IIR USA). This year’s event will help you “learn how to listen to your customers, understand their differences and set the foundation to build a roadmap to create a seamless experience for modern customers.”
With hands-on workshops and featured speakers from companies like AT&T and Marriott International, the Total CX Leaders Conference “brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations.”
2015 content areas include:
User Experience Design
Data-Rich Insights & Analytics
Digitizing the Customer Journey
Customer Loyalty
Design Thinking
Omnichannel Experience
Analyzing and Measuring VOC
Aligning Data Touchpoints
Customer Centric-Culture
Customer Behavior Trends
Translating Insights into Actions
New Technologies & Methodologies
Big Data Initiatives
This is my second year as a guest blogger for this event. I will post daily during this timeframe to IIR’s Customers 1st blog and to Starry Blue Brilliance.
Here are other ways to stay connected with this event:
twitter.com/#TCXL15
linkedin.com/Total Customer Experience Leaders
facebook.com/Total Customer Experience Leaders
Be sure to check it out, and please share this information with those who might be interested in attending this event.
In the meantime, watch for my pre-event and post-event stories on LinkedIn, Twitter, Google+, Customers 1st blog, and my blog. Please share with your networks – let’s keep the conversations going!
Thank you for following and engaging. I’m very excited about helping you prepare for the customer of the future!
“A great customer experience can only be delivered by someone who wants to give it.”– Ian Luxford, Learning Services Director, Grass Roots
During last week’s Total Customer Experience Leaders Summit, Bill Barnes, Senior Vice President, Client Services and Jaci Jarrett Masztal, Ph.D, Vice President, Practice Leader from Burke Inc., presented “Customer-Centric Culture: Why it Matters and How to Measure it.” Bill and Jaci contend that the employee engagement process and the customer experience process, which are usually separate management processes in many organizations, be brought together to improve organizational performance.
The premise of this approach is that a high level of employee engagement is critical to creating and enhancing positive customer experiences leading to customer engagement. To improve employee engagement, organizations should focus on ways to:
Improve job performance
Provide more job growth opportunities
Enhance Talent Management
Better serve various internal stakeholder needs
Improve commitment and retention
Enhance customer service
A customer-centric culture that actively focuses on what is best for the customer is a critical factor in improving organizational performance. Customer centricity is a part of all organizational aspects including leadership, strategy, decision-making, operations and in ongoing job functions. It’s also important to remember that culture is:
Broader – it’s more than an initiative
Cross-functional, enterprise-wide
Long-term strategy
Motivation, focus, behavior
Multi-dimensional
A challenge for most organizations is determining how measure a customer-centric culture. Measurement allows a true gap analysis and a baseline to track change and assess impact. At Burke, Bill and Jaci help their clients to measure their culture with The Customer Centricity Index, which measures across these six important dimensions:
Leadership & Strategy
Messaging & Modeling
Employee Understanding & Commitment
Product & Service
Excellence Support & Tools
Recognition & Appreciation
Leadership drives the strategy and culture which sets the foundation for Who, What, and How, all of which drive and support customer engagement and business success. Employees believe the products and services are worthy and are equipped to deliver. Employees are recognized and rewarded for the customer-centric behaviors reinforced and repeated. Full customer centricity is achieved when the organization has a collective mindset of doing what needs to be done to the benefit of the customer.
Does your organization have a customer-centric culture? How do you measure it?
Starry Blue Brilliance 