Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 15, 2023

The Five Stages of the Continuous Improvement framework: Stage #1: Design Clearly design an experience strategy that aligns with overall company goals and brand promise, driving customer outcomes. That alignment and shared understanding is vital to CX success, and by extension, the wider success of your entire organization.

Sports 295

Sports Leadership Lifetime Customer ROI 295

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Good Customer Experience Starts With Your Internal Culture.

Culture 147

Culture Customer Experience 2002 Retail 147

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journey Mapping NPS 110

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. Fast forward to today, Carol leads the iconic UPS brand. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?),

2023 207

2023 Contact Center Leadership Hospitality 207

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. An ounce of positive experience is worth a pound of marketing (at least).

Leadership 52

Leadership Customer Experience Contact Center Books 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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.

Culture 114

Culture Customer Service Leadership Airlines 114

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Connect with Gregg on his platforms: Website.

Leadership 52

Leadership Culture Books Airlines 52

InMoment XI

FEBRUARY 1, 2023

After working with many of the world’s best brands for over two decades, we’ve seen CX teams report to the CMO, the COO, and directly to the president/ CEO at various points—this conversation made us think about what impact the reporting relationship has on CX success.

Customer Experience 260

Customer Experience Chief Customer Officer Call Center Culture 260

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Aim for quick wins to gain trust and buy-in from leadership throughout your organization. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Cultivate an engaging company culture.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. How did we get here?

Leadership 52

Leadership 2024 Innovation 2017 52

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture 2003 ROI Leadership 60

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. For Phil, a typical day at work includes a lot of listening, several cups of coffee, and plenty of culture revamping. Culture is fluid.

Culture 80

Culture Apparel Retail Advertising 80

InMoment XI

APRIL 18, 2023

Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. All brands know that customer experience is important—delighting customers is the name of the game. Think of it like building a house.

ROI 260

ROI 2023 Events Insurance 260

Michel Falcon Experience

MARCH 11, 2023

We say this in our painted picture, our vision for our brands. Take care of your customer, and they’ll take care of the brand and the future growth. You come in and rather than a seeing a brand, you see, it’s all about people with my name below it. That’s all any brand you own. Our head office.

Culture 60

Culture ROI Books Brands 60

Daniel Group

JULY 1, 2023

Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage? In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty.

Brands 52

Brands 2023 B2B Touchpoint 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. VP, Marketing & Sales.

Leadership 59

Leadership Customer Success 2021 2020 59

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Leadership Engagement 59

Thematic

APRIL 12, 2023

You’ve already done all the research and user testing to ensure your product or service has market fit. People sit and have meetings at that table because it's so central to the company culture and values. Another example is getting your executive leadership team to call detractors. But companies can do better.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. There’s no such thing as the perfect brand. However, our decades working with leading brands to help them with their brand experience, have shown us that there are clear winners across every market and in every sector.

Brands 36

Brands Retail Culture Leadership 36

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? Labor Market Describe your primary labor market including post-secondary education rates and unemployment rates.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. VP, Marketing & Sales.

Leadership 54

Leadership Customer Success 2021 2020 54

BirdEye

DECEMBER 12, 2022

Over 90% of marketers use social media as part of their marketing strategy because they know it’s a powerful tool. Post about company culture 6. Not only will this help to promote your brand, but it can also help you become a thought leader among your followers and industry. Post about company culture.

Social Media 98

Social Media Marketing Events Culture 98

Integrity Solutions

FEBRUARY 22, 2023

To achieve a business’s growth goals, the first place many experts advise and to direct their investments is sales leadership. Effective sales leadership requires not just the skill to lead but the will to recognize and bring out the full potential in people. What You Will Learn about Sales Leadership: What Is A Sales Leader?

Leadership 52

Leadership Sales Culture Connections 52

CSM Magazine

JULY 22, 2021

Today’s customers want to be spoken with and expect the brands they engage with to facilitate this conversation and engage them effectively. Branded communities step in as an effective way to get around the too-many-to-listen-too barrier. High engagement aids brand awareness and market positioning.

Brands 98

Brands Advertising B2C Leadership 98

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And they are working on improving culture, everything and the way they treat their people. And here’s why she is awesome.

Brands 98

Brands Presentation Leadership Communication 98

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Aspects such as decision making, marketing, and policies should always keep the customer at the forefront.

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59