Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

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Books Brands Customer Experience Chief Customer Officer 91

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

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Employee Experience Culture Customer Centricity Engagement 71

CloudCherry

FEBRUARY 6, 2020

Communication. After all, he wrote the book. (No 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. Collaboration.

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Books 2019 Customer Centricity 2020 195

Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. How is the site experience?

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Sports Customer Experience E Commerce Travel 197

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.

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Leadership Engagement Customer Centricity Culture 60

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Ask questions, brainstorm with it, let it support your communication efforts, write your emails, and much more. Does no one want to see change?

Article 59

Article Customer Service 2023 Loyalty Programs 59

Customer Bliss

OCTOBER 24, 2019

Foster Good Employee Experience. If you want happy customers, you need happy employees. Do your due diligence in fostering proper communication and engagement internally. Break Down Silos and Communicate One Message. Understand that your people, your team, is your biggest asset.

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Chief Customer Officer Customer Experience ROI Customer Centricity 185

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

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Culture Connections Leadership Communication 98

ClearAction

JANUARY 8, 2024

Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. It’s all about how you collect, clarify, communicate, and champion insights. Improve timeliness and effectiveness of policies and processes that motivate customer-centric teams for products and accounts.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

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Customer Experience Employee Experience Culture Leadership 165

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. Communicate.

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Culture Customer Service Leadership Airlines 114

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience. Episode Overview.

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Chief Customer Officer 2007 Leadership Books 185

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!

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Feedback Customer Centricity 2021 Loyalty 62

Russel Lolacher

MAY 1, 2022

Connect with Vicki on her platforms: Books. How an organization’s communication culture can influence speaking well. How speaking well helps employee engagement. almost three decades of running Mainstreet communications offering expertise in organizational planning and leadership development. Google Podcasts.

Culture 52

Culture Books Communication Leadership 52

Stella Connect

NOVEMBER 16, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Let me start by defining employee experience. But where do you begin?

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2021 Definition Culture Employee Experience 100

Kayako

JULY 6, 2017

While there’s a misconception that growing your career in support means developing hard skills (such as learning how to code) there is just as much that can be learned about the nuance of communication and where to be focusing your efforts. All that is captured in these customer service books. Books to conquer your support strategy.

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Books Customer Service Document Culture 37

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. We build connections by acknowledging that each of our experiences is important.

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Communication Feedback Consulting Measurement 34

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. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”. The post “Empathy in Action”?

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Customer Experience 2001 Average Handle Time Omnichannel 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. Fidgeting, eye contact, the position of your hands above or below the table are all details communicating clues about you to the interviewer. Blogs Employee Experience Thought Leadership'

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Reference Books Blog Leadership 135

Oracle

MAY 1, 2020

Here are 4 tips your team can leverage to boost company morale and increase employee engagement right now. Choose the right communications tool for your meetings. Host weekly meetings or check-ins from the leadership team for “Ask me anything” sessions. ” Company recipe book.

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Engagement Books Events Financial 100

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Michael Lowenstein, Ph.D.,

E Commerce 89

E Commerce E-support Banking Culture 89

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. A good customer experience doesn’t happen by itself.

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Airlines Leadership Consulting Culture 135

Customer Bliss

OCTOBER 4, 2018

She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. The 60-day plan focused on improving employee experience and behavior. Karen created a training initiative to improve the behaviors of all individuals who effected the customer experience.

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Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

MARCH 28, 2018

When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. We have a community now that we didn’t have before, which is great. Don’t Forget About the Employee Experience. CX #CustExp Click To Tweet.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Beyond Philosophy

NOVEMBER 22, 2015

The answer is: leadership and communication. You must strategize and communicate your plan to the team, with a set framework and guiding principles that forge a path to success. This image of the leadership from afar reminds me of a line from a Pink Floyd song, “Forward they cried from the rear and the front ranks died.”

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Leadership Banking Communication Reference 60

Michel Falcon Experience

FEBRUARY 12, 2020

A leadership tactic that I learned during my time at 1-800-GOT-JUNK? Direct and honest communication wins the war here. That’s poor leadership! For this one I’d over-communicate. You’ll notice I generally like the direct communication route. They Cancel (or Don’t Show Up For) Recurring Meetings. That’s malicious.

Communication 97

Communication Management Leadership Blog 97

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Government 119

Government Communication Employee Experience Article 119

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Amber’s thoughts on Adam Grant’s perspective on imposter syndrome from the book Think Again. What can trigger it. So I got much love for this woman.

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Culture Books Leadership Employee Experience 111

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’

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Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

OCTOBER 20, 2014

Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. Now obviously this is easy to do when the toxic employee is brazen about it.

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Culture CEM Employee Experience Reference 117

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented.

Leadership 98

Leadership 2015 Government Books 98

SurveySparrow

NOVEMBER 1, 2021

Following top hr influencers is a terrific way of building communication with their connections. Leaving comments, asking questions, attending their seminars will allow you to be an active member of their community, and they’ll be supporting you the best they can. It might not be the best thing to believe in, but it’s the truth.

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Social Media Seminar 2021 Blog 98

Michel Falcon Experience

FEBRUARY 27, 2020

He Changed the Employee Profile. Before Patrick’s leadership, we were largely a team of 20-25 year-olds. He had the experience to recognize that the company needed a team of people with true responsibilities other than buying beer. Not only did this save the company money, but we also performed better as a department!

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Banking Leadership Call Center Culture 97

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.

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Workshop Leadership 2019 Books 63