Michel Falcon Experience

MARCH 5, 2020

Here’s what we get into on this week’s podcast: 1️⃣ How To Communicate Without Micro-Managing. 2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST!

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Culture Management Books Communication 78

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. When I attend events to be a company’s company culture, employee engagement and customer experience keynote speaker , I share examples of how to build and lead a team. Building the Company Culture of Truth.

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Culture Hospitality Feedback Communication 103

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

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2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

NOVEMBER 29, 2018

Antoinette has held her CCO position for over 4 years now, and while in this role, her executive director told her she needed to figure out how to engage the people who are newly covered. Antoinette focused on creating a culture shift to that of person-centeredness. How do you do this and engage customers as a healthcare provider?

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TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use.

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Customer Service Contact Center 2022 Magazine 251

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Happy holidays! About Chip R. Dr. Chip R.

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Magazine Metrics Customer Centricity Books 288

CSM Magazine

JULY 20, 2023

Consider the technological infrastructure required to support remote work, including secure network access and reliable communication tools. Communication protocols are vital for maintaining seamless collaboration in a hybrid work environment. Scheduling is another critical aspect to address.

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Culture Communication Document Books 40

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

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Culture Customer Service Leadership Airlines 114

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible.

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Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

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Culture Customer Experience Customer Centricity Airlines 134

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? A lack of engagement can lead new hires to reconsider their decision before starting. What are the types and frequency of communications during this period? See Figure 2. How do we know?

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One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot.

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Culture Workshop Leadership Books 71

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Let’s start with a look at engagement. How do agents become engaged? What can you, as a supervisor or manager, do to ensure your agents are engaged? How does engagement impact agent performance?

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Connections Engagement Contact Center Culture 64

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

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Culture Customer Experience Definition Leadership 65

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. It can’t be an engaging experience this time and something other than engaging next time. Every company has a personality, and these personalities run the gamut from serious to whimsical.

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Workshop Advertising Customer Service Training Books 152

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.

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Culture Blog Workshop Communication 86

Horizon CX

MAY 7, 2021

Top of Mind: During that 24 to 48-hour timeframe, the details of the survey response and their reasons are still top of mind and they are more likely to engage in a closed-loop conversation so the business can learn more. Once 72 hours have passed, many survey respondents have moved on and are less likely to engage in conversation.

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Culture Net Promoter Score Hotels Feedback 52

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Set a weekly time slot on your calendar to interact with your Slack community friends.

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Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

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Banking Culture 2003 CEM 138

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. She reads through some of the reviews and decides to book her stay. Your brand must consistently engage with customers on the platforms and channels that are available at the time. – Shep Hyken.

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Customer Engagement Blog Engagement Hotels 81

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s a never-ending hamster-wheel to entice engagement. Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance.

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Engagement Customer Experience Net Promoter Score Customer Centricity 48

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success. 10 Best Customer Service Books.

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Books 2018 Customer Service Call Center 40

Magellan Solutions

FEBRUARY 23, 2017

A call center agent’s performance and career in the industry largely depends on his communication skills. But there is more to communication than talking. Much of communication happens in the processes of listening and asking pertinent questions, which are two major tasks of call center agents.

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Communication Call Center 2012 Culture 61

Customer Bliss

OCTOBER 24, 2019

Do your due diligence in fostering proper communication and engagement internally. As Rosalyn Curato, CCO of Allovue said in our interview, a big part of your role will be ensuring that you’re communicating the right information to the right people and that there’s a timely cascade of information throughout the organization.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

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2021 Culture Insights Chief Customer Officer 59

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Market value: Communicate the benefits of your solutions to your consumers. .

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Books Leadership Hospitality Consulting 148

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either.

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Culture Events Government Communication 34

Kayako

DECEMBER 15, 2016

Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How does tone of voice affect communication? Web-based communication is awesome. Never judge a book by its cover! The importance of tone of voice in communication.

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ShepHyken

OCTOBER 16, 2018

Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Successful organizations with great employee engagement and culture share a lot of these five basic needs.

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Culture Entertainment Books Leadership 99

CSM Magazine

JANUARY 26, 2024

Introduced by Carlzon in his book, the term moments of truth refers to any instance when customers come into contact with any aspect of a business, however remote, and form an impression about its quality and service. Foster a Supportive Environment : Encourage an organizational culture that supports risk-taking and problem-solving.

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Touchpoint Magazine Airlines Social Media 52

Customer Bliss

SEPTEMBER 12, 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. Unite leadership in customer-asset growth definition and communication.

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Chief Customer Officer Leadership Definition Metrics 135

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

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Customer Bliss

DECEMBER 15, 2016

One-company accountability, leadership, and culture. I recently saw a new book that was more about overall company strategy that got me thinking. The book is called The Carrot Principle and it mostly talks about recognition and engagement. The strategic management pillars mentioned in this book are: Goal-Setting.

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Management 2017 Books Metrics 152

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? They uplift their drivers/employees by being authentic and engaged. Mary and her team ensure that they’re conscious and connected with the driver community. Tactic 1: Be Authentically Engaged.

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Employee Experience ROI Chief Customer Officer Culture 175

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Michael Lowenstein, Ph.D.,

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Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John DiJulius Follow @JohnDiJulius. John Formica Follow @JohnFormica.

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Customer Experience Consulting Books Customer Experience Professionals 115

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. I agree that in developing a customer-experienced-focused culture, companies must create a set of core company values to rally around.

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