ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. The first place to go is to the leadership. Yes, culture is the first step.

2019 119

2019 Article Customer Service Leadership 119

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. Survey: Customer experience trends 2019 by Lynne Capozzi.

2019 109

2019 Article Customer Service Competitive Advantage 109

Customer Bliss

MARCH 26, 2019

A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Mar 6, 2019 at 4:00am PST. The work is interesting, but what really drives the work is culture. What can you do to support your customer through your attitude, your body language, or your offer of help—even when your answer is “no”? In it, I ask: What worked?

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience. Lead with clarity and respect.

Culture 69

Culture Leadership 2019 Presentation 69

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

Leadership 52

Leadership 2020 Culture 2019 52

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

JUNE 13, 2023

In fact, Gartner’s 2019 CX Management Survey indicated that less than 46% of CX leaders report directly to the CEO, underscoring the strategic importance placed on this function. However, embedding a customer-centric culture can be challenging when CX is isolated from other departments.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Leadership Engagement 59

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. My fellow panelists and I discuss real-world case studies and trends around culture. When is CX Day?

2019 146

2019 Social Media Webinar Events 146

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. HR – staff engagement/talent/culture/performance management. DataScience. #HR

2019 66

2019 Leadership Culture Customer Centricity 66

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s most likely a function of the company’s culture. When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Here are my top five picks from last week.

2019 88

2019 Article Net Promoter Score Customer Service 88

ShepHyken

JUNE 17, 2019

3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. ServiceDock) This post is intended to help leaders in such businesses to more effectively improve the customer experience culture in their stores and restaurants. It also takes a CX-focused culture. It’s about the people. It’s about the people.

Article 111

Article 2019 Customer Service Call Center 111

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Books 159

Books 2018 2019 Customer Experience 159

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar with, the Expo contained a lot of fresh topics and technologies too.

2019 58

2019 Contact Center NPS Culture 58

ShepHyken

NOVEMBER 11, 2019

(CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. My Comment: I like most articles that cover the corporate culture and customer experience. 4 Things to Consider Before Building a Review System by Matt Wujciak. Follow on Twitter: @Hyken.

Article 90

Article 2019 Customer Service Customer Centricity 90

ShepHyken

JANUARY 28, 2019

My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams.

2019 99

2019 Article Social Media Customer Service 99

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. Leadership must recognize that service transformation is a “competitive must” and a strategic asset. The post 5 Top Customer Service Articles for the Week of April 22, 2019 appeared first on Shep Hyken.

Article 78

Article 2019 Customer Service Competitive Advantage 78

Oracle

FEBRUARY 19, 2019

And as we head into 2019, trust is at an all-time low. The 2018 study found pervasive global mistrust in four of our major cultural institutions – government, media, NGOs, and of course, business. Trust will be the #1 charter of the CMO in 2019. The scope of the trust deficit. CMOs are feeling the pressure.

2019 96

2019 B2B 2018 Loyalty 96

Thematic

MAY 22, 2019

CXPA 2019 – Source. CX professionals at CXPA 2019 – Source. Cultural difference, incongruent technology stacks, and other difference will make it challenging to copy paste existing frameworks. The post The 3 Biggest Challenges Facing CX Teams In 2019 appeared first on Thematic.

2019 97

2019 ROI Metrics Hospitality 97

Up Your Service

FEBRUARY 5, 2020

Ron Kaufman and Marshall Goldsmith at the 1st Annual Global Guru Summit in 2019. And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. Join the Service Leadership Workshop. Service Leadership Workshop. April 9 in Colombo.

Workshop 52

Workshop Leadership Seminar Events 52

CloudCherry

NOVEMBER 3, 2019

“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of CustomerServiceLife.com , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself.

2019 150

2019 2020 Workshop Insurance 150

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Wherever you are, National Customer Service Week is a vital chance to highlight the role that service plays in business today.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization?

2019 75

2019 E-support Chief Customer Officer Events 75

ClientSuccess

MAY 7, 2019

CS100 Summit 2019—Call for Speakers. We are excited to announce the call for speakers for the upcoming 2019 CS100 Summit for Customer Success Leaders. The CS100 Summit is known for the best customer success leadership content in the industry. Speaker Submissions Deadline is May 31, 2019. What is the CS100 Summit?

2019 45

2019 Customer Success Metrics Presentation 45

Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. Organizations that espouse certain values and ethics but have leadership and managers that don’t live by those values create disconnect.

2018 46

2018 2019 Culture Sales 46

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ClientSuccess

DECEMBER 4, 2018

What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? In order to truly set your team up for success in 2019 and beyond, here is a quick list of the top 5 things to do as a leader in the month of December.

2019 63

2019 Customer Success 2018 Culture 63

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. So what’s a fearless CX champion like you to do?

2020 250

2020 Net Promoter Score ROI Metrics 250

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Books Leadership Hospitality 60

CloudCherry

FEBRUARY 6, 2020

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. After all, he wrote the book. (No So, where DO things currently stand in terms of IT and CX?

Books 195

Books 2019 Customer Centricity 2020 195

Experience Investigators by 360Connext

DECEMBER 8, 2020

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

CSM Magazine

NOVEMBER 3, 2021

In 2019, a Harvard research found that gender diversity can make workplaces more productive. Diversity in Leadership Roles. Various studies have shown that diversity and inclusion in the executive team speak volumes about their culture. Respect All Religions and Cultures. Employees follow the lead of their employers.

Customer Service 64

Customer Service Culture Leadership 2019 64

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. I look forward to continuing to build out a high-performing customer service team, launching new offerings and continuing to work alongside an incredibly talented leadership team.”.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Integrity Solutions

DECEMBER 19, 2018

Millennials in leadership roles. And more 2019 workplace trends we’re watching. The idea of “going to work” and being “in the office” are being redefined in the workplace for 2019. of respondents expect recruiting and retaining talent to be their company’s biggest challenge in 2019. The fight to keep top talent.

2019 76

2019 Leadership Culture Sales 76

Qualtrics

APRIL 30, 2019

For example, how confident are employees in your leadership ability? According to research from Qualtrics , confidence in company leadership is pivotal in driving employee engagement. If having confidence in leadership is a key driver of success, then how can leaders ensure that they have the full confidence of their employees?

Leadership 36

Leadership 2019 Culture Engagement 36