Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

Customer Bliss

OCTOBER 13, 2016

As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. For as much as the modern business world is beginning to talk about “culture,” many people miss the point. Preventing customer defection: Align the leadership team.

Leadership 162

Leadership Culture 2016 Metrics 162

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. Do employees feel heard by leadership? Start with leadership.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Culture 105

Kayako

NOVEMBER 21, 2018

For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do. How do you build a customer-oriented culture? Seemingly little things like this become the building blocks of a customer-oriented culture.

Culture 48

Culture Banking Customer Service Customers 48

Customer Bliss

OCTOBER 10, 2017

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). People and culture. 2014-2016: The initial roll out of services and experiences. 2016-2018: Excellence around execution.

Customer Experience 154

Customer Experience 2014 2016 2012 154

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. This simple statement signified the beginning of an authentic relationship between DTE workers and leadership, which continues to generate value for the company today.

Leadership 68

Leadership Insurance Engagement 2018 68

ijgolding

JUNE 14, 2016

Four factors made up over 50% of all responses for the enablers : Organisations specifically wanting to have a better understanding of their customers (rather than an inward looking culture) 22%. Leadership commitment 8%. Lack of leadership – and inability to translate Customer Experience into commercial benefits 11%.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

CX Journey

MARCH 29, 2017

It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. How does an organization create that customer-first culture? Well, it's a huge undertaking.

Culture 47

Culture E-support Leadership Employee Experience 47

Customer Bliss

OCTOBER 20, 2016

Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Part of it — a large part — is about practicing one-company leadership. Prevent double talk: Unite the leadership team. If the leadership team is not united, the customer experience will be fragmented.

Leadership 148

Leadership Culture 2016 Metrics 148

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. How inspired would you be by leadership that either didn’t know what was going on, or worse, did know but condoned it by doing nothing about it? Fixing a Broken Culture. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

CX Journey

APRIL 21, 2016

Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. CX Network recently published The Global State of Customer Experience 2016.

2016 43

2016 Omnichannel ROI Culture 43

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 87

Customer Connectedness 2016 Customer Experience Customer Centricity 87

Beyond Philosophy

SEPTEMBER 20, 2018

A culture that takes care of employees happens from the top down. What the leadership at an organization does is what their direct reports will do. If leadership creates a safe atmosphere for employees where they are respected, valued, and listened to, then their employees will tell them the truth. 27 July 2016.

Leadership 137

Leadership Culture Sports 2016 137

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. I’ve also written about growing leadership listening skills before, so check out that post as well.

Leadership 173

Leadership Social Media 2016 Customers 173

Alida

MARCH 10, 2017

Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. Instead, in 2016, the company launched live-streaming and “Moments” —features that were low on users’ wish lists. CX programs require strategy and leadership from the top. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. As we recently announced, Bliss is one of the keynote speakers at the upcoming 2016 Customer Intelligence Summit in Chicago. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 Magazine 124

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

2016 40

2016 Sales Workshop Download 40

Customer Bliss

FEBRUARY 21, 2017

One-Company Leadership. The subscription model and segmentation rolled out in November 2016 and has been considered a success so far. There is a huge cultural component to creating a customer-driven growth engine; it’s not simply about metrics/numbers, but also people. This work had not been done before at Telegraph. .

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Customer Bliss

JANUARY 3, 2017

He claims that leadership of a department (i.e. One of the things I was most proud of in 2016 (a goal I achieved!) In fact, here’s a list of some of the big 2016 lessons I learned creating this podcast. It’s the living, breathing version of your culture and, essentially, how you let people behave.

2017 183

2017 2016 Leadership Culture 183

Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. CX and culture are foundational to a positive customer patient experience and their families. Vishal Bhalla CXO @Parkland Click To Tweet.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. I call this one-company leadership. Moving Towards One-Company Leadership For Organizational Decision-Making. The first step in that process is connecting silos, or moving towards one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Experience Matters

DECEMBER 16, 2016

If you’ve followed our research, then you know that organizations build and sustain customer-centric cultures by mastering the Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Customer Connectedness 61

Customer Connectedness 2016 Customer Experience Customer Centricity 61

Beyond Philosophy

DECEMBER 8, 2015

Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

Beyond Philosophy

FEBRUARY 27, 2017

Through our employee engagement services , we help organizations create a culture that leads employees to become company ambassadors. It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Show leadership how tracking customer experience is actually a way to retain superstars as well as propagate best practices throughout your organization.

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system. Doing so propels the culture to manifest itself.

Customer Experience 90

Customer Experience Net Promoter Score 2011 Culture 90

ijgolding

MAY 6, 2020

I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did. Budapest Bank had actually started its customer experience program at the end 2015. governance. customer insight. measurement.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Beyond Philosophy

AUGUST 2, 2017

They are also committed, in these three ways: Committed to the Organization: Employee Ambassadors are enthusiastic about the company and the different aspects of the company culture. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t.

2016 121

2016 Leadership Employee Experience 2017 121

CX University

MARCH 22, 2018

CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes and to rewire themselves operationally and financially.” Designing and starting up a customer-experience transformation, 2016). Designing and starting up a customer-experience transformation, 2016). March 2016.

Customer Experience 66

Customer Experience 2016 Customer Centricity E Commerce 66

Natalie Petouhof

MAY 17, 2017

When Will Organizational Change Management and Culture Change Be Taken Seriously? The stats show since the late 1990’s – early 2000’s until now, when Culture Change (CC), Organizational Change Management (OCM) and Behavioral Change (BC) is missing from a project, there are issues, yet it’s still not “fashionable.”

Fashion 40

Fashion Leadership 2016 Culture 40

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I call this one-company leadership. Your goal is to move towards one-company leadership. Effective managerial decision-making is about connecting silos.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Competitive Advantage 2015 2012 40

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. That means that if something matters, it needs to be top of mind. Teach Employees How to Help.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. I call that One-Company Leadership. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

MARCH 1, 2018

Yes, it’s all about the patients and their families, but you don’t get an organization of 16k people like Cedars to change culture without also understanding that maybe those 16k people have their own perception or their own wishes.”

Hospitality 154

Hospitality Healthcare 2016 Definition 154

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. It is likely that company communication, from leadership and throughout the organization, does not adequately connect with employees and bring them into the company narrative. Distrust of leadership.

Communication 82

Communication Blog Leadership Airlines 82