{"id":31826,"date":"2018-11-06T00:00:00","date_gmt":"2018-11-06T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-christa-heibel\/"},"modified":"2024-04-16T20:48:39","modified_gmt":"2024-04-16T20:48:39","slug":"amazing-business-radio-christa-heibel","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/","title":{"rendered":"CREATING A CUSTOMER EXPERIENCE INITIATIVE with Christa Heibel"},"content":{"rendered":"<h3><strong>Top Takeaways:<\/strong><\/h3>\r\n<ul>\r\n \t<li>Christa says she has yet to find a successful customer service initiative that didn\u2019t involve the C-suite level. It starts with the leadership defining and driving the customer experience initiative and permeates through the entire organization.<\/li>\r\n \t<li>Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all the way through the sales, service, and support process.<\/li>\r\n \t<li>One of the biggest consumer demands is turn around time. How quickly you respond to emails, answer phone calls, and ship products are all part of the customer experience.<\/li>\r\n \t<li>You\u2019ll see significant improvement and change to your customer experience initiative when the C-Suite gets involved from the beginning by creating priority, strategy, communication, expectations, and budget.<\/li>\r\n \t<li>Your customer experience initiative is an ongoing process that must be measured and refined over time.<\/li>\r\n \t<li>Omnichannel means offering the consumer their preferred channels and methods to communicate with your company. Customers expect companies they do business with to support communication through multiple channels.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n&#8220;It\u2019s the C-suite job to drive, initiate, and own the customer experience initiative within an organization.\u201d &#8211; Christa Heibel\r\n\r\n\u201cThe entire organization is in charge of delivering the customer experience.\u201d &#8211; Christa Heibel\r\n\r\n\u201cFigure out where your customers prefer to be and make sure that you\u2019re there.\u201d &#8211; Christa Heibel\r\n\r\n\u201cWe used to set what the service levels were going to be. Now the consumer sets the expectations across every channel.\u201d &#8211; Christa Heibel\r\n<h3><strong>About<\/strong>:<\/h3>\r\nChrista Heibel founded <a href=\"https:\/\/chconsultinggroup.com\/meet-the-core-chcg-team\/christa-heibel\/\" target=\"_blank\" rel=\"noopener noreferrer\">CH Consulting Group<\/a>, a firm that helps organizations execute and implement contact center and customer experience strategies. For the last 25 years, Christa has dominated the contact center as an influencer and C-suite business growth and strategy expert.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Shep Hyken<\/a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong> Who should be in charge of delivering the customer experience?<\/strong><\/li>\r\n \t<li><strong> How does the C-Suite create a strategy?<\/strong><\/li>\r\n \t<li><strong> How do you budget for customer experience?<\/strong><\/li>\r\n \t<li><strong> How do you track and measure your CX initiative?<\/strong><\/li>\r\n \t<li><strong> Can you easily keep track of all of your channels?<\/strong><\/li>\r\n<\/ol>\r\n<a href=\"https:\/\/www.salesforce.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16457 size-medium\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Salesforce-300x214.jpg\" alt=\"\" width=\"300\" height=\"214\" \/><\/a>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn\u2019t involve the C-suite level. It starts with the leadership defining and driving the customer experience initiative and permeates through the entire organization. Christa defines customer experience as any touchpoint between a brand, message, or logo and the consumer all [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38334,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4649,4988,6098],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CREATING A CUSTOMER EXPERIENCE INITIATIVE with Christa Heibel - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Christa Heibel discusses the role the c-suite level plays in creating a CX strategy and how to measure and improve your customer experience strategy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CREATING A CUSTOMER EXPERIENCE INITIATIVE with Christa Heibel - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Christa Heibel discusses the role the c-suite level plays in creating a CX strategy and how to measure and improve your customer experience strategy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2018-11-06T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-04-16T20:48:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Christa-Heibel-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"CREATING A CUSTOMER EXPERIENCE INITIATIVE with Christa Heibel\",\"datePublished\":\"2018-11-06T00:00:00+00:00\",\"dateModified\":\"2024-04-16T20:48:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\"},\"wordCount\":373,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Christa-Heibel-ABR-PHOTO.jpg\",\"keywords\":[\"leadership\",\"C-Suite\",\"omnichannel customer experience\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-christa-heibel\/\",\"name\":\"CREATING A CUSTOMER EXPERIENCE INITIATIVE with Christa Heibel - 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