C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. In 2017, he won the MRS Best Agency Award as C Space London’s joint-managing director, along with Felix Koch. Culture is fluid. Because I can never tick it off.

Culture 80

Culture Apparel Retail Advertising 80

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. Happy New Year!

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. We love her recent blog on what CX will look like in 2017. Bill is an award-winning writer on the topic of customer service leadership for managers, as well as customer experience for staff on the front lines.

2017 91

2017 Customer Experience Books Consulting 91

Provide Support

JUNE 1, 2017

5 Tips for Effective Leadership in Customer Service. Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service. Read more.

Leadership 65

Leadership Customer Service 2003 2017 65

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

CX University

APRIL 2, 2024

IBM and Globoforce (2017) note that organizations must pay attention to three vital areas. In their rebellion, they noted how much they loved their customers, but they could no longer accept the failure of leadership to recognize that employees were underpaid and overworked. They posted a letter explaining their decision to leave.

2009 52

2009 White Paper 2024 Financial 52

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. It starts with you.

2017 69

2017 Article Customer Service Customer Service Training 69

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Servant Leadership. In my next book which will be published in 2017, Employee Ambassadorship: Optimizing Stakeholder-Centric Behavior from the Inside-Out and Outside-In , many of these issues are being addressed. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit.

Presentation 40

Presentation Leadership Customer Success 2017 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). For example, underscoring the importance of CX in building company culture, beating the competitors or leaving a long-lasting legacy are all impactful strategies for influencing executives. .

Webinar 186

Webinar 2017 Financial Measurement 186

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

2017 40

2017 Customer Experience Government Loyalty 40

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

2017 40

2017 Customer Experience Government Loyalty 40

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

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 75

2017 B2C 2016 B2B 75

Customer Bliss

NOVEMBER 23, 2016

One-company leadership, accountability, and culture. The Reality Check Audit And 2017 Goals. It’s entirely possible your team already did 2017 strategy planning (I’ve often seen that happen in September at a lot of companies), but the holidays and New Year’s are always a time we reflect and look forward.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

Talkdesk

JULY 13, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Fundamentally, we are still a retail culture/consumer society.

2017 40

2017 Retail Entertainment Hotels 40

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). For example, underscoring the importance of CX in building company culture, beating the competitors or leaving a long-lasting legacy are all impactful strategies for influencing executives. .

Webinar 150

Webinar 2017 Financial Measurement 150

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

JUNE 23, 2020

A study by Google in 2017 showed the company’s most important new ideas came from teams created of employees exhibiting a wide range of skills including: curiosity toward others’ ideas, empathy and emotional intelligence. And better yet, it was part of the overall culture. Leverage culturally-centered advisory boards.

Culture 214

Culture Customers Feedback Workshop 214

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). For example, underscoring the importance of CX in building company culture, beating the competitors or leaving a long-lasting legacy are all impactful strategies for influencing executives. .

Webinar 150

Webinar 2017 Financial 2018 150

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. And not just from the customer perspective, but from a leadership perspective.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 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

Customer Bliss

DECEMBER 20, 2016

A culture maven who believes Customer Obsession comes from the heart; success is simply unlocking the deep passion that lies within each of us by helping each person realize the important part they play in our Customers’ lives and servant leadership is a huge part of this. Interviewing Senior Leadership.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? One-company accountability, leadership, and culture. What are you thinking about for 2017 in terms of driving your customer experience? Align around experience.

Management 152

Management 2017 Books Metrics 152

Talkdesk

JULY 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. On the agent side, your company culture is very important and it starts top down.

2017 41

2017 Banking Customer Centricity Communication 41

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Only a culture of stakeholder-centricity can be defined in that way.

Culture 83

Culture 2002 Customer Centricity 2007 83

Customer Bliss

JANUARY 31, 2017

It’s called “Drive Revenue With Great Customer Experience 2017” and it’s also summarized on Forbes here. For example, there’s research that more compassionate work cultures are tied to revenue increases — and have better CX. You need to align and unify with the rest of the leadership team.

Leadership 214

Leadership 2017 Culture Banking 214

Strativity

AUGUST 22, 2017

Click here for full thought leadership piece. Chief-Exec-Magazine-Sept-Oct-2017-Creating-Culture-of-Resilience.pdf (1 download). The post Creating a Culture of Resilience and Empowerment – Chief Executive Magazine appeared first on Strativity. Congratulations!

Magazine 40

Magazine Culture Airlines 2017 40

Integrity Solutions

APRIL 23, 2024

They need time to develop, continuous learning and development and they need attention, patience and encouragement from their leadership. They want players that fit their scheme and culture. Also, consider if they will be additive to your culture. In the NFL, the best teams are those that consistently draft well.

Culture 60

Culture Sales 2017 Leadership 60

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. Diversity makes good business sense, but it must be paired with an inclusive culture.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

2017 48

2017 B2C 2016 B2B 48

Confirmit

JULY 10, 2017

Welcome to the first of a series of videos on Employee Engagement, Culture, and the Best Practices on each of the key drivers of engagement. Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s For five years running, he has been honored on Inc. ’s top 101 experts on Employee Engagement.

Culture 40

Culture Engagement Blog Magazine 40

CX Journey

JANUARY 9, 2018

Image courtesy of Pixabay Does your company place top priority on culture and employees? I'm encouraged that more and more consultants and thought leaders are talking about the importance of focusing on the employee experience and culture these days. Have you developed a Culture Ambassadors program? Together, we'll make a dent!

Culture 0

Culture Employee Experience Leadership 2017 0

Integrity Solutions

MAY 26, 2022

employees said their workplaces had a strong ethical culture in 2020, compared with 1 in 10 who felt that way in 2000. Compared with 2017, U.S. This is a critical component of what we have always believed strong coaching and sales leadership cultures must include. employees experienced 2x more pressure in 2020.

Sales 52

Sales Culture Magazine 2021 52

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Michael Lowenstein, Ph.D.,

2018 111

2018 Leadership Consulting Employee Experience 111

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX Investigators (@360Connext) October 4, 2017. The best customer service is baked right into the culture. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

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