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. .

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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.

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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.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience.

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Download Chief Customer Officer Workshop Books 185

ShepHyken

MARCH 18, 2024

Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. Connect with Shep on LinkedIn.

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2024 Article Customer Service Government 80

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. Be Authentic and Inspire Your Team.

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Sports Customer Experience E Commerce Travel 197

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. 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.

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Books Employee Experience Leadership 2021 52

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.

Leadership 60

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. Central to this strategy is the creation of an exceptional employee experience program, incorporating the first-class mindset.

Article 59

Article Customer Service 2023 Loyalty Programs 59

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

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Chief Customer Officer Leadership Innovation Books 133

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience. How can I build a good employee experience?

Employee Experience 82

Employee Experience Culture Books Technology 82

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.

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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. Connect with Scott. Improving the partner and customer experience.

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Chief Customer Officer 2007 Leadership Books 185

Ian Williams

JANUARY 11, 2020

The customer has an experience and the company may only be responsible for part of it – When someone books a holiday, they have an overall goal in mind – Getting away and relaxing/ having fun, etc. The airline should be working with these authorities to improve the experiences their customers get.

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Airlines Transportation Entertainment Insurance 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

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Call Center Connections 156

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. Read more about the book and register for the webinar, here. Colin is an international author of four best-selling books and an engaging keynote speaker. They did a great job. Consider this gem: Wow.

Marketing 166

Marketing CEM 2014 Books 166

Qualtrics

FEBRUARY 27, 2019

Hear from Samantha Hammock , the Chief Learning Officer at American Express, about how they’re enabling great feedback, prioritizing leadership development for all, preparing for the future of work, and more. After that experience, I transitioned to HR and I’ve been there ever since — and, I can’t imagine being in any other function.

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Leadership Feedback Books Culture 37

Russel Lolacher

OCTOBER 31, 2022

Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. What’s your best or worst employee experience, Erin? What was the connection for mental health to humor and even deeper joy? So let’s first connect what you’ve seen.

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Culture Leadership Connections Consulting 98

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. In my book, “ Would You Do That To Your Mother ?”,

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Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

JUNE 28, 2018

To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH. We’ll trust you.

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Airlines Competitive Advantage Travel Customer Satisfaction 135

Oracle

MAY 1, 2020

While nothing can replace in-person interactions in the office, you can use online video tools such as Zoom more intentionally to make sure everyone feels connected to one another. 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

OCTOBER 20, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Developing happy and pleased employees has a four-part formula: 1.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

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”?

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Developing happy and pleased employees has a four-part formula: 1.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. Colin is an international author of four best-selling books and an engaging keynote speaker.

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Net Promoter Score Customer Centricity Social Media CEM 110

Oracle

JUNE 23, 2020

For a new LinkedIn connection, send a message saying something to the extent of, ‘Thanks for connecting, have a great day.’ “I recently turned to some different ways to network, share expertise, and really connect with people. Encourage viewers to make a connection.

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Social Media Webinar Events Connections 94

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

Customer Bliss

MAY 5, 2016

The Customer Leadership Executives on the show talk about how they bring together the silos and multiple priorities to create a one-company experience that earns the right to customer-driven growth. The goal is real feedback on processes from both customers and employees (external and internal). ” What does that mean?

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? The ingredients in properly changing a culture.

Culture 52

Culture Leadership 2023 Consulting 52

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

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. Connect and learn more about Amber on her platforms: Twitter. Amber’s thoughts on Adam Grant’s perspective on imposter syndrome from the book Think Again.

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Culture Books Leadership Employee Experience 111

Customer Enthusiast

SEPTEMBER 14, 2018

In his article, Professor Grant shares three job characteristics that have a substantial impact on employee motivations and contribute to a job’s desirability: Task characteristics: The duties, tasks, and methods used to deliver products and/or services to customers that have a substantial, lasting impact on them.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. Developing happy and pleased employees has a four-part formula: 1.

Social Media 68

Social Media Customer Centricity Books Culture 68

SurveySparrow

NOVEMBER 1, 2021

Following top hr influencers is a terrific way of building communication with their connections. The author of the hit book ‘The Savage Truth’, Greg is the Founder of People2people Recruitment. Now, he likes to use his massive experience to help young professionals crack their dream jobs. 4 Greg Savage. 10 Gautam Ghosh.

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Social Media Seminar 2021 Blog 98