Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Books Airlines 52

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. So it was a really bad employee experience. I’m going to shut up and introduce Nate Brown. Hello, sir.

Employee Experience 52

Employee Experience Connections Leadership Definition 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

CloudCherry

FEBRUARY 6, 2020

Communication. After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. Collaboration.

Books 195

Books 2019 Customer Centricity 2020 195

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

Sports 197

Sports Customer Experience E Commerce Travel 197

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Ask questions, brainstorm with it, let it support your communication efforts, write your emails, and much more. Does no one want to see change?

Article 61

Article Customer Service 2023 Loyalty Programs 61

Customer Bliss

OCTOBER 24, 2019

Foster Good Employee Experience. If you want happy customers, you need happy employees. Do your due diligence in fostering proper communication and engagement internally. Break Down Silos and Communicate One Message. Understand that your people, your team, is your biggest asset.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Customer Bliss

APRIL 20, 2018

Edwin shares how reading the newspaper and summarizing the stories for his father at a young age got him interested in the news and in a career in journalism and communications. Over time, Edwin began to see how branding and reputation management played a role in customer experience. They began training with a Mile Markers program.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ClearAction

JANUARY 8, 2024

Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. It’s all about how you collect, clarify, communicate, and champion insights. Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI. Communicate.

Culture 114

Culture Customer Service Leadership Airlines 114

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience. Episode Overview.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Russel Lolacher

SEPTEMBER 13, 2022

Though the names have been changed, these are real people having a real employee experience. It’s a story of employees on their journey as they build or break relationships with the organizations they work for. So, I’m reading some books and taking some courses to help manage my stress,” Sally said. Just like yours.

Feedback 98

Feedback Leadership Connections Culture 98

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Further, there is no specific connection to the emotional drivers of employee experience.

Engagement 145

Engagement White Paper 2015 Consulting 145

Russel Lolacher

MAY 1, 2022

Connect with Vicki on her platforms: Books. How an organization’s communication culture can influence speaking well. How speaking well helps employee engagement. almost three decades of running Mainstreet communications offering expertise in organizational planning and leadership development. Google Podcasts.

Culture 52

Culture Books Communication Leadership 52

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. In his 2010 book, Marketing 3.0: Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Let me start by defining employee experience. But where do you begin?

2021 100

2021 Definition Culture Employee Experience 100

One Millimeter Mindset

FEBRUARY 7, 2019

But also, your employee experience. To change the world, are you self-propelled to start communicating and working collaboratively? For starters, deconstructing silo-based communication barriers in business models leads to improved knowledge sharing across the organization. But also, more purposeful and engaged employees.

Workshop 64

Workshop Customer Retention Communication Leadership 64

Kayako

JULY 6, 2017

While there’s a misconception that growing your career in support means developing hard skills (such as learning how to code) there is just as much that can be learned about the nuance of communication and where to be focusing your efforts. All that is captured in these customer service books. Books to conquer your support strategy.

Books 37

Books Customer Service Document Culture 37

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. We build connections by acknowledging that each of our experiences is important.

Communication 34

Communication Feedback Consulting Measurement 34

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”. The post “Empathy in Action”?

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Often, employees are unable to have each other’s – and your customers’ – backs. My book Do YOU Mean Business? Contact Babette here.

Culture 63

Culture Workshop Leadership Download 63

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. Fidgeting, eye contact, the position of your hands above or below the table are all details communicating clues about you to the interviewer. Blogs Employee Experience Thought Leadership'

Reference 135

Reference Books Blog Leadership 135

Oracle

MAY 1, 2020

Here are 4 tips your team can leverage to boost company morale and increase employee engagement right now. Choose the right communications tool for your meetings. Host weekly meetings or check-ins from the leadership team for “Ask me anything” sessions. ” Company recipe book.

Engagement 100

Engagement Books Events Financial 100

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Michael Lowenstein, Ph.D.,

E Commerce 89

E Commerce E-support Banking Culture 89

Russel Lolacher

MAY 1, 2023

” Rita Chand RESOURCES Rita provided these resources and mentioned several books in case we’d like to learn more about bullying: SpeakOut Revolution Covert Vs. Overt Bullying Explained Corporate Hyenas at Work: How to Spot and Outwit Them by Being Hyenawise by Susan Marals and Susan M. And all that forming. But none of it worked.

Culture 98

Culture Workshop Books Definition 98

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. A good customer experience doesn’t happen by itself.

Airlines 135

Airlines Leadership Consulting Culture 135