CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

One Millimeter Mindset

FEBRUARY 25, 2021

Keep these professional goals, and these three blog posts, in mind. These three One Millimeter Mindset® February professional goals blog posts feature three areas to focus on to run your professional marathon. The post 3 One Millimeter Mindset Professional Goals Blog Posts appeared first on Babette Ten Haken. Contact me here.

Blog 77

Blog Innovation Leadership 2021 77

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

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

ReviewTrackers

JULY 12, 2018

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Deliver a great employee experience.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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. Implementation can have its challenges.

Culture 114

Culture Customer Service Leadership Airlines 114

ReviewTrackers

JUNE 22, 2020

You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Deliver a great employee experience.

Brands 114

Brands Social Media Competitive Advantage Communication 114

GetFeedback

MAY 9, 2019

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Employees, though, are critical stakeholders in the delivery of experience value.

Consulting 100

Consulting Employee Experience Leadership Culture 100

One Millimeter Mindset

JANUARY 28, 2021

The type of outcomes which retain not only clients, but also your employees, as well. You just might find yourself quoted in my next blog post! Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time. Let me know what you think. Click here and send me your thoughts.

Innovation 121

Innovation 2021 Leadership Consulting 121

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Consider this.

Books 52

Books Employee Experience Leadership 2021 52

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.

2016 120

2016 Leadership Employee Experience 2017 120

CXApp

AUGUST 21, 2018

Delivering an optimal customer experience is, without a doubt, one of the most critical aspects of building a successful business. It is what directly influences the relationship between customer and brand, and helps drive loyalty. However, before you can focus on a forward-facing customer experience, you have to look inward.

Customer Experience 40

Customer Experience Employee Experience Social Media Leadership 40

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Cultural readiness for employee ambassadorship. embedded in the employee experience.

Culture 68

Culture Leadership Consulting Employee Experience 68

One Millimeter Mindset

APRIL 20, 2021

First, read these 3 blog posts. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Or do you prefer to play a behind-the-scenes role when it comes to revenue generation?

Leadership 79

Leadership Consulting Innovation Presentation 79

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. Define your desired Employee experience. Want Your Customer-Facing Employees to Get Engaged at Work?

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

JANUARY 10, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Consider that employees, like customers, have a defined life cycle (5 questions). Michael Lowenstein, Ph.D.,

Travel 60

Travel Leadership Culture Consulting 60

Beyond Philosophy

JANUARY 19, 2020

Confirmation Bias exists in all of us, from customers to employees to our bosses. One upside of Confirmation Bias is that part of loyalty is reinforced by it. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. So, can we find some silver lining in it? .

Leadership 156

Leadership Consulting Presentation Sports 156

Natalie Petouhof

JANUARY 12, 2022

Petouhoff works on customer experience business and value consulting, as well as sales enablement, with the executive team at Genesys, a cloud CX platform. Her new book, co-written with Genesys CEO and Chairman Tony Bates, argues that empathy is key to solving CX and EX (employee experience) challenges. The pandemic as context.

Customer Experience 52

Customer Experience Books Leadership B2B 52

One Millimeter Mindset

APRIL 6, 2021

First, here are three blog posts about soft skills I would like you to reflect on. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 77

Leadership Consulting 2020 Communication 77

One Millimeter Mindset

APRIL 13, 2021

What examples would you add to this blog post? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. He needed the rest of the team to move everyone forward!! Aha… .

Leadership 82

Leadership Consulting Innovation Presentation 82

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

One Millimeter Mindset

MARCH 18, 2021

Many of you reading this blog are mid-career professionals. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 72

Leadership Consulting Culture Innovation 72

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. Marketing and thought leadership programs. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CX Journey

MAY 8, 2019

It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come. i.e., fellow employees. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies.

Airlines 60

Airlines Travel Books Loyalty 60

Beyond Philosophy

SEPTEMBER 5, 2014

Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. So managers think that to get their employees respect them they have to have all the answers.

Net Promoter Score 79

Net Promoter Score Books Social Media Loyalty 79

Beyond Philosophy

JUNE 17, 2020

Confirmation Bias exists in all of us, from customers to employees to our bosses. One upside of Confirmation Bias is that part of loyalty is reinforced by it. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. So, can we find some silver lining in it?

Leadership 120

Leadership Consulting Presentation Sports 120

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. Define your desired Employee experience. Want Your Customer-Facing Employees to Get Engaged at Work?

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

NICE inContact

OCTOBER 10, 2018

According to extensive research by a variety of firms, CES has a powerful correlation to customer loyalty. It’s more transactional when compared with NPS, and is great for measuring the experience on a touch point by touch point basis. .” Even easier to calculate is the impact of a diminishing customer experience on revenue.

Contact Center 48

Contact Center Net Promoter Score NPS 2013 48

One Millimeter Mindset

MARCH 11, 2019

This stereotype represents their aggregated employee experiences working with STEM professionals and other left brain thinkers. These aggregated non-technical stakeholder experiences often are neither constructive nor pleasant. And take your seat at the leadership table? Subscribe to my blog. Spoiler alert here.

Customer Retention 58

Customer Retention Download Leadership Blog 58

Beyond Philosophy

SEPTEMBER 5, 2014

Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. So managers think that to get their employees respect them they have to have all the answers.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

One Millimeter Mindset

FEBRUARY 13, 2019

How can chapters continuously attract the right pro-bono leadership committed to developing a relevant mix of programming and benefits to keep members excited about and committed to attending monthly chapter meetings? Is chapter leadership actively engaged in making each member welcome throughout each meeting? Subscribe to my blog.

Workshop 63

Workshop Leadership 2019 Books 63

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Workshop 70

Workshop Presentation Leadership 2019 70