Experience Investigators by 360Connext
JUNE 24, 2015
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.
ShepHyken
SEPTEMBER 4, 2023
Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. According to Gallup research , 70% of employees are disengaged at work.
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InMoment XI
FEBRUARY 7, 2024
Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.
CX Journey
DECEMBER 11, 2018
I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?
Customer Bliss
NOVEMBER 10, 2015
As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Executives have been to a conference or read a book and they want to get to the ‘wow’ moments. Don’t fall into that trap.
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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.
Customer Bliss
JULY 14, 2016
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.
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