Customer Bliss

JUNE 28, 2018

In today’s episode, Vishal and I discuss how he is managing the transformation of the culture and employee experience at Parkland in order to fundamentally improve the hospital’s customer experience. Embed the Employee Experience. As the CXO, his goal was to embed the employee experience as CX at Parkland.

Hospitality 107

Hospitality Employee Experience Customer Experience Healthcare 107

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

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. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Or will you choose to have “those” conversations?

Leadership 86

Leadership Workshop Innovation 2020 86

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. KEY TAKEAWAYS. Finding value-driven leaders.

Leadership 52

Leadership Culture Books Airlines 52

SurveySparrow

DECEMBER 9, 2020

Employee experience is probably one of the most ignored strategies to achieve business success. We already know about workforce culture and employee engagement, but somehow we forget to handle employee experience management. Employee experience helps to increase engagement, and high employee engagement means 2.5x

Employee Experience 52

Employee Experience Net Promoter Score Culture Technology 52

Bill Quiseng

FEBRUARY 1, 2023

If your customers and employees are raving about you as a customer service leader, then that’s GREAT! Satisfied people feel that your customer service leadership is good, not better, just average. Your employees would say to themselves, “Well, if you’ve already done it that way, then we’ll go somewhere else that pays more.”

Leadership 68

Leadership ROI Employee Experience Innovation 68

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

JANUARY 12, 2021

Any customer experience tactic or strategy you try to implement should be supported by your customer record, which is all the information you can (legally) gather about your customer. If you want senior leadership to invest in customer experience, you must show them the ROI (return on investment).

Customer Centricity 75

Customer Centricity Return on Investment Employee Experience Leadership 75

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. There IS a clear link between superior CX and enhanced financial performance, making a compelling case for strategic investment in customer experience initiatives.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. When done well, a customer experience culture provides: An engaged, empowered workforce. An authentic, open environment where employees do their best work. What are the Four C’s of a Customer Experience Culture?

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

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?

Sports 197

Sports Customer Experience E Commerce Travel 197

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

One Millimeter Mindset

FEBRUARY 18, 2021

Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? Even before you interview, your aspirational and relational goals are clearly communicated. What type of customer and employee experience will you create during your tenure? Contact me here.

Leadership 79

Leadership Innovation Presentation Employee Experience 79

One Millimeter Mindset

FEBRUARY 16, 2021

Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating more value across the organization, then “unlearn” professional communication habits. As a result, there is a give-and-take between the medium communicating the message.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? For starters, one or two individuals always must be “right.”

2021 115

2021 Innovation Workshop Leadership 115

Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business.

Chief Customer Officer 217

Chief Customer Officer Metrics Leadership Roadmap 217

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Innovation Consulting Presentation 96

Magellan Solutions

JANUARY 17, 2024

Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. We will help you understand your current culture and foster inspiring leadership. Encouraging open communication channels enables employees to express their concerns, ideas, and suggestions to enhance company culture.

Culture 52

Culture Leadership Feedback Social Media 52

SurveySparrow

APRIL 28, 2023

As an HR strategy, encouraging empowerment means giving employees the tools and resources to make decisions aligned with the organizational goals. Allowing employees to delegate and make decisions helps develop their decision-making skills and provides a sense of job satisfaction and employee experience.

Leadership 52

Leadership Culture Innovation Communication 52

Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. I believe we can have even more impact in the world,” said Real. About Strativity.

2003 98

2003 Consulting Innovation Leadership 98

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. That means communicating with integrity, openness, and honesty. Will you have senior leadership involved in your account? In particular, transparency is critical.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

DECEMBER 24, 2020

Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. Her One Millimeter Mindset programs translate across communication disconnects between people and professional disciplines.

2021 121

2021 2020 Leadership Definition 121

One Millimeter Mindset

APRIL 6, 2021

How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. First, how will you talk the talk?

Leadership 77

Leadership Consulting 2020 Communication 77

Experience Investigators by 360Connext

NOVEMBER 3, 2020

If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. …And more.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

SurveySensum

MARCH 4, 2024

The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication.

Feedback 52

Feedback Leadership Culture Communication 52

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 60

Article Customer Service 2023 Loyalty Programs 60

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Communicate to customers what you plan to do, and at a promised time, what you have achieved.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Lumoa

JUNE 23, 2021

What is diversity in customer experience? Diversity in customer experience is about who’s on your team. To be more innovative, you need diversity of thought. It’s so much more than gender diversity: it includes cultural background, work experience, race, age, and more.

Customer Experience 83

Customer Experience Culture Employee Experience Innovation 83

One Millimeter Mindset

APRIL 20, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. She is a member of the ASQ, SHRM, PMI, the National Speakers Association.

Leadership 79

Leadership Consulting Innovation Presentation 79

Qualtrics

OCTOBER 21, 2021

Couldn’t attend our XM Innovation Event? From innovations to ideas and insights, here are 10 key takeaways you should know about. And as a result, every organization in the world is going through an experience transformation. Getting the experience right matters now, more than ever. Employee insights are just the start.

Events 26

Events Innovation Sports Leadership 26

One Millimeter Mindset

AUGUST 4, 2020

Are you more innovative in response to the business ecosystem in which you operate? Babette Ten Haken translates across unprofitable and unproductive communication and collaboration disconnects between the business-operations continuum. First, how has the quality of deliverables been impacted? Why is that? Contact Babette here.

Innovation 118

Innovation Leadership Communication Customer Retention 118

One Millimeter Mindset

SEPTEMBER 3, 2020

Or have practical and historical insights to not only reduce costs, but also to introduce innovations. Babette Ten Haken translates across unprofitable and unproductive communication and collaboration disconnects between the business-operations continuum.

Workshop 118

Workshop Leadership Innovation Presentation 118

Experience Investigators by 360Connext

OCTOBER 13, 2020

The rich data provided by customers is the first ingredient in the art of innovation. The clues in those metrics provide insights into where the customer experience is or isn’t delivering on customer expectations. Proactive CX means leveraging what’s learned in journey mapping and applying those insights to innovation.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

One Millimeter Mindset

MARCH 23, 2021

Partially because your employer may not have adequately defined it to themselves, let alone adequately communicated what it means to you and for you. Babette Ten Haken, Founder & President of One Millimeter Mindset Speaking & Consulting, catalyzes trust-based, purpose-driven, cross-functional leadership. One bite at a time.”

Leadership 76

Leadership Consulting Innovation Presentation 76

One Millimeter Mindset

JULY 16, 2020

Let’s innovate. What happens to your revenue stream when employees stop fixing what people buy? Consider the impact of fixing what is broken on employee and client experience, success, and retention. During the time-to-cash cycle, a lot of communication disconnects happen, negatively impacting client success.

Leadership 113

Leadership Innovation Communication Sales 113

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137