Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Raising an NPS isn’t easy.

Net Promoter Score 78

Net Promoter Score NPS 2011 Roadmap 78

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Connect and learn more about Amber on her platforms: Twitter. Culture co-existence of Imposter Syndrome vs unearned confidence. Brass Tack Thinking Blog.

Culture 111

Culture Books Leadership Employee Experience 111

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. You can connect with Mark on LinkedIn here. How to make processes and meetings organic and moving towards One-Company Leadership. Case Study.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

Currency Alliance

APRIL 23, 2019

The Pick n Pay Smart Shopper loyalty scheme was launched by Steve in 2011 and quickly became the leading loyalty program in the country – in large part because of constant innovation and relevant partnerships with complementary brands. How did the program evolve under your leadership? Chuck: Thanks for the plug.

Loyalty 40

Loyalty Marketing Loyalty Programs 2011 40

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

OCTOBER 8, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. After all, why leave to do an MBA to try to find another company with the same culture, DNA, and success (if it existed)? The people are kind and want to help each other and really try to embody our “One Team” culture.

Sales 20

Sales 2011 2012 Culture 20

ChurnZero

SEPTEMBER 16, 2019

The Timmys finalists in this category are chosen for their innovation, forward-thinking leadership and work environment. tech community and look forward to continue to foster a culture of innovation and collaboration as our team expands.”. We are grateful for the recognition by the Timmy Awards and the local D.C.

2019 8

2019 2011 Events Entertainment 8

SmartKarrot

APRIL 13, 2020

This SaaS and cloud-based remote connectivity services giant has recorded a revenue of $1.2 Their belief in the ‘creativity’ of their engineers and the ‘culture’ of their organization proved to be productive in creating multiple products and apps for agents, managers, end customers, and developers. billion in 2017. Salesforce.

2020 19

2020 2019 2002 2008 19

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss. Jeanne Bliss.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Amity

AUGUST 5, 2016

Prior to joining Achievers, I worked at several other successful software companies in the area of customer enablement and best practices, I knew that I loved working directly with customers, and that I had the skills and the passion to stay even more closely connected to them. So I always wondered, “ What happened with that customer?

Customer Success 91

Customer Success Culture Customers 2011 91

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. Judith has been at the forefront of the culture change movement in technology and entertainment.

2020 22

2020 Retail Entertainment Leadership 22

Help Scout

APRIL 11, 2019

Absence is a great measure of leadership effectiveness. But in hindsight, it’s exactly what I needed to understand my leadership strengths and weaknesses. I re-connected with my wife. Role #1 (2011-2015): Talk to customers, build the product, repeat. I’ve been in the weeds for eight years. I went to visit my family.

2015 40

2015 2017 2009 2011 40

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I focused on workplace culture and structure, and their impact on GE’s overall performance”. On leading GE’s first Six Sigma projects. “I

2002 30

2002 B2B Culture Events 30

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale. At Jobber, we really care about culture.

Customer Success 94

Customer Success Culture Customers 2011 94

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

2015 97

2015 Multi-Channel 2014 CEM 97

C3Centricity

AUGUST 12, 2019

In today’s connected world, this is vital. Optimal understanding comes from regular connection. Procter & Gamble and Teva Pharmaceutical Industries announced the creation of a joint venture in consumer healthcare in 2011. But Microsoft too failed when Bill Gates handed the company leadership over to Steve Ballmer.

Innovation 54

Innovation Insights Workshop Healthcare 54

Beyond Philosophy

FEBRUARY 1, 2021

You can see that from the Accenture study and further evidence comes from 5W Public Relations’ 2020 Consumer Culture Report. Clearly, this is very important and we’ll talk about what it means below, but this is just another way to make an emotional connection with customers. Aim for an emotional connection. years vs 3.4

2021 147

2021 Marketing 2011 Hospitality 147

LiveChat

JANUARY 25, 2018

I wrote my undergraduate thesis about Bitcoin and the larger implications of open source finance in 2011. However, even though they (or, let’s say, their customers) needed new support agents desperately, they didn’t want to hire someone who would not fit their company’s culture. Coinbase recruitment process. I was Coinbase’s 30th user.

2011 44

2011 Presentation Definition Events 44

Customer Bliss

APRIL 20, 2018

He used his knowledge of marketing in CX as a way to think about how to fix the root of a problem through addressing a company’s culture. Through a connection of his wife’s, Edwin was hired by someone who was looking for their first CXO and was recruited into Miles and Stockbridge P.C.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148