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.

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. KEY TAKEAWAYS.

Communication 93

Communication Technology Culture Employee Experience 93

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Experience Investigators by 360Connext

MAY 11, 2021

Governance and Discipline. The strategy defines and communicates customer experience across your organization and aligns customer experience goals with larger organizational goals. None of this matters without Governance and Discipline. Are there any words LESS appealing than governance and discipline? Iterative Design.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. The first person we would hire would be the Head of CX.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions. But after some time, it was realized that it is indeed a better way for citizens and the government to communicate effectively. .

Government 40

Government 2021 E-support Social Media 40

Magellan Solutions

NOVEMBER 24, 2023

English Proficiency and Cultural Compatibility Another factor contributing to the boom of the Philippine BPO industry is the Filipino’s exemplary English competence. Moreover, the nation’s cultural similarity to Western countries encourages empathy and understanding. This allows continuous operations for customer support.

Customer Experience 52

Customer Experience Government Multi-Channel Customers 52

Daniel Group

MAY 25, 2023

Governance is typically the word used to define the essential work that senior managers must do to ensure CX success. Governance provides clear direction for CX by: Setting a clear future outcome(s). It is an ongoing process that really is more about changing the company culture. Cultural change takes time and effort.

Government 52

Government 2023 Culture Touchpoint 52

BlueOcean

JANUARY 20, 2023

For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” Culture Describe your corporate culture including how it is differentiated from your competition. 2020 marked the workplace like no other year in recent history.

Contact Center 156

Contact Center Customer Care Culture Technology 156

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

JUNE 28, 2021

Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. by Carl Smith. by Joseph Michelli, Ph.D.

2021 146

2021 Article Customer Service Government 146

West Monroe

MARCH 7, 2024

updates address critical challenges in governance and supply chain The National Institute of Standards and Technology (NIST) made significant updates to its Cybersecurity Framework (CSF) on February 26, 2024. These changes, especially in governance and supply chain security, are big steps forward from the 2018 version. Why governance?

Government 40

Government 2024 Leadership Healthcare 40

BlueOcean

FEBRUARY 14, 2024

The MSA and SOW need constructing to ensure the partnership is a win-win and everyone is clear on goals and measures, and governance. Maintaining a consistent commitment to transparency, effective communication, and expectation setting on both sides of the partnership.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee. But culture doesn't just happen, either.

Culture 34

Culture Events Government Communication 34

Pink Guava

MARCH 23, 2021

Communicate your Customer-centric approach to all stakeholders Clarity and communication of your company’s purpose, mission, and goals to your end-users, employees, and other stakeholders helps in infusing the customer centricity approach transparently and consistently. So its activities, approaches, goals are all are built around it.

Net Promoter Score 98

Net Promoter Score Government Customer Centricity Customer Journey Mapping 98

CSM Magazine

MAY 30, 2024

Retailers can create a positive workplace culture by ensuring employees are well-supported, leading to higher productivity and job satisfaction. This encourages more honest communication and helps management address issues that may not surface through traditional channels.

Retail 52

Retail Social Media 2025 Government 52

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

BlueOcean

FEBRUARY 14, 2024

The MSA and SOW need constructing to ensure the partnership is a win-win and everyone is clear on goals and measures, and governance. Maintaining a consistent commitment to transparency, effective communication, and expectation setting on both sides of the partnership.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

BlueOcean

MAY 5, 2023

How does your culture support agent retention? What does their internal communication look like? The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. How do they convey employee appreciation?

Customer Care 156

Customer Care Contact Center Government Culture 156

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

BlueOcean

OCTOBER 8, 2021

They carefully planned the logistics of installation, a communication plan for the roll-out, and an updated billing cycle to accommodate customers—they even arranged for trucks to circulate in areas of need to answer questions and hand out water-saving showerheads. Tapping into Customer Personas.

2021 177

2021 Customer Experience Contact Center Government 177

ShepHyken

AUGUST 21, 2020

It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together. Revise culture starting with the C-Suite. Nothing is static, thankfully. Now You Are Ready to Respond to Change and Challenges.

Customer Experience 249

Customer Experience Culture Government Article 249

Experience Investigators by 360Connext

AUGUST 22, 2023

Customer experience is the total relationship your customer has with your organization through communication, interactions, and transactions. That’s how customer experience becomes embedded in your company’s culture. That’s right: your customer experience is shaped whether you focus on it or not.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Up Your Service

AUGUST 26, 2015

Governments and private payers are now linking reimbursement to patient perception of care as well as to mandated clinical outcomes, documented levels of quality, and cost-savings. Those who listen well and can provide clear, effective, and ongoing communication will be most successful. New pay and reimbursement models demand it.

Healthcare 87

Healthcare Culture Government Hospitality 87

Qualtrics

MARCH 26, 2019

But governance could be the “secret sauce” for figuring it out, with the help of your colleagues. Governance moves you from having data, to getting stuff done based on the data. There’s no one right way to create the recipe, but you can start building your organization’s CX governance framework with a few key ingredients.

Government 22

Government Webinar Effort Score Contact Center 22

CSM Magazine

SEPTEMBER 14, 2023

By focusing on consumer loyalty, providing meaningful relationships, and aligning staffing, training, and processes with the brand’s cultural identity, customer experience leaders can elevate their business success.

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Magellan Solutions

NOVEMBER 10, 2023

To answer the question of which is better, India vs. Philippines outsourcing, let’s dive into the details based on their economic, cultural, and operational differences. Cultural Factors: India vs Philippines Language Proficiency India: In contrast, India’s English literacy rate is 28th globally and 4th in Asia.

Culture 52

Culture Government Financial Transportation 52

COPC

DECEMBER 23, 2022

Below we address specific ways to ensure your culture, strategy and behaviors link employee engagement to your organization’s overall success. . 1) Communicate Transparently and Frequently   Communicating clearly, frequently and consistently helps foster an environment of trust. Employee Engagement Research, Global Report.

Engagement 87

Engagement Contact Center Culture Feedback 87

BlueOcean

AUGUST 6, 2020

For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Describe your corporate culture including how it is differentiated from your competition. 2020 has marked the workplace like no other year in recent history.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

Customer Bliss

NOVEMBER 29, 2016

The biggest differences between “enterprise” and “startup” from a CCO perspective are the scale of the work and the need to protect an established legacy and culture in the enterprise example. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Communication.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

Strativity

OCTOBER 17, 2017

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. when the culture wars intersect with day-to-day business. The NFL finds itself in the culture war, and it must h ave a viable plan for long-term sustainability. Your culture is your brand, so be the brand you want to create.

Culture 40

Culture Brands Social Media 2016 40

Strativity

OCTOBER 17, 2017

Brands are playing an increasing role in our escalating culture wars, with the NFL only the latest to. when the culture wars intersect with day-to-day business. The NFL finds itself in the culture war, and it must h ave a viable plan for long-term sustainability. Your culture is your brand, so be the brand you want to create.

Culture 40

Culture Brands Social Media 2016 40

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Magellan Solutions

MAY 2, 2024

Outsourcing offshore requires careful consideration of data security, cultural differences, and regulatory compliance. Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles.

2030 52

2030 Call Center Culture 2011 52

Russel Lolacher

AUGUST 1, 2022

And there’s so many ways that I want to come at this and ask questions of it from a workplace culture, barriers, experience, but I think we can’t do any of that, until we define the term accessibility considering it feels so broad, but also feels very specific for some people. So then accessibility falls from that. They got it.

Government 98

Government Culture Definition Employee Experience 98

Customer Bliss

JANUARY 25, 2018

After 15 years leading digital and CX design for CitiBank, Tamar learned the importance of being customer obsessed, which includes: connecting dots for customers, servicing them properly, communicating in a consistent language internally and externally, and building relationships with the frontline and leadership. CX Click To Tweet.

Leadership 175

Leadership Culture Government Customers 175