ClearAction

OCTOBER 25, 2022

Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. Learn More. Learn More. Learn More. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Communicate the change, using a variety of vehicles and media. To drive lasting change… . Share the change vision. Tell the change story.

Sports 120

Sports 2019 Leadership Article 120

Experience Investigators by 360Connext

APRIL 24, 2017

If CX were an Olympic sport, it would be gymnastics. Seriously, one day you’re reviewing communications because the CEO realized they actually go to customers. Instinct is what serves the leader who makes a call BEFORE the metrics show there’s a problem. 217: Jill Schiefelbein, Dynamic Communication.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

C Space

FEBRUARY 12, 2020

Loyal in how the brand that communicates something about me that’s deeply personal and deeply emotional. I love to use the brand Nike all the time because they understand that their story is really less about what are the shoes made out of and more about what does it mean to use sport and exercise as a way to transcend who you are.

Brands 52

Brands Marketing Sports Net Promoter Score 52

Customer Bliss

NOVEMBER 1, 2018

In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well. After listening to feedback and performance metrics, Carolyne and her leadership team were able to create shift bids based on performance, which allowed employees to have different shift options.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Innovative CX

APRIL 16, 2020

We shook hands, attended sporting events and anticipated the warmer days of Springtime. Just as we’ve had to understand new customer expectations, so too must we create meaningful metrics to continue delivering on those expectations. Leadership Presence. Leadership presence is needed now more than ever. Communicate.

Metrics 59

Metrics Effort Score Sports Leadership 59

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. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

Totango

MAY 7, 2024

You might set the following responsibilities: This model encourages two-way communication between CSMs and AEs and visibility for team leaders. Whether on the phone, in person, or via voice notes, verbal communication is far more collaborative than hiding behind Slack DMs, texts, and emails. Use your words Talk to each other!

Sports 87

Sports Sales 2024 Net Promoter Score 87

ChurnZero

JULY 2, 2020

Having an established customer community – whether built through a dedicated platform like inSided or through your team’s collective actions – is a real sign that customers enjoy and benefit from what you’re doing and want to communicate with one another. They become active on our own community.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ClearAction

SEPTEMBER 27, 2018

Center Your Metrics on Customers : Organize your data with customers’ care-abouts at the center, and your other care-abouts fanning out as spokes in a wheel. Set the Example for 360-Degree Collaboration : In team sports, it starts with the coach’s tone, words, body language, and follow-through. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Kustomer

OCTOBER 22, 2020

What ESPN fans wanted during the pandemic, was to talk sports. Most sports were on pause for months on end, and the role of the customer service rep shifted significantly. “We We understand what you’re going through and if you want to talk a little sport, we do too, and that’s what we do. And our CSAT reflects that.

Sports 96

Sports 2021 2020 Loyalty 96

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Communicate the change, using a variety of vehicles and media. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more.

Sports 60

Sports Leadership Customer Centricity Culture 60

C Space

FEBRUARY 12, 2020

Jason Robins, CEO, DraftKings: Betting on a New Market Subscribe to the Outside In podcast: The demand for sports betting has existed for decades in the United States, but it has traditionally been confined to the black market and Nevada, the only state. Bernie Banks: Leadership is Influence. He’s the Associate Dean for Leadership.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. Executive Connection” will be the new CS superpower My second takeaway from TSIA ties right into the idea of CS as a cross-functional sport.

Sales 107

Sales Marketing Sports Customer Journey 107

Kustomer

OCTOBER 22, 2020

What ESPN fans wanted during the pandemic, was to talk sports. Most sports were on pause for months on end, and the role of the customer service rep shifted significantly. “We We understand what you’re going through and if you want to talk a little sport, we do too, and that’s what we do. And our CSAT reflects that.

Sports 52

Sports 2021 2020 Loyalty 52

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Communicate the change, using a variety of vehicles and media. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more.

Sports 34

Sports Leadership Customer Centricity Culture 34

SmartKarrot

JUNE 24, 2021

Success Hub is a free community from PracticalCSM for all aspects related to customer success career development, management training, process, research, and more. You get access to some awesome events featuring industry honchos, thought leadership zones, and more. . Customer success is a team sport- is what the community believes in.

2021 17

2021 Customer Success Leadership Events 17

Kustomer

JANUARY 21, 2021

All too often, companies find themselves having to solve more complicated issues in B2B communications, sometimes forgetting the human at the other end of the interaction. Youth sports, trying to be a good youth sport dad. I love sports. And then just the whole kind of aspect of how you do the metrics.

B2B 95

B2B B2C Customer Centricity Sports 95

ClientSuccess

FEBRUARY 21, 2017

Watch the CS100 summit presentation with Katie Rogers below: Katie’s background in traveling and sports took her to Atlanta, where she actually got her job with SalesLoft through a Tweet! The key to keeping the customer success team on goal and on target is having clear goals and metrics available to all team members.

Customer Success 40

Customer Success Culture Sports Presentation 40

Lumoa

OCTOBER 31, 2018

All will take leadership deeply committed to customer experience as a significant marketplace differentiator.” It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Qualtrics

DECEMBER 11, 2018

There’s a big fear that using technology will replace face-to-face communication. On taking the pulse of the organization: We ask employees seven questions annually around how strongly they feel the leadership team is living our values. It’s also just incredible for business in every metric possible.

Feedback 54

Feedback Culture Sports Technology 54

ChurnZero

NOVEMBER 15, 2019

So, before Q4 even beings, we start to coordinate with sales leadership to get their forecasts so that we can set hiring plans for the quarter. And it also propels us into what is convention season (which you might not think that exists in youth sports, but it does, each sport has their own event).

2020 40

2020 Customer Success Chief Customer Officer Webinar 40

ProProfs Chat

NOVEMBER 19, 2021

Do you feel there is enough communication with your teammates and team leaders? How satisfied are you with the frequency of communication from leadership while working from home? While being at home, what communication channels work best for you? How is our internal and external communication? Don’t know.

Engagement 98

Engagement Sports Net Promoter Score Financial 98

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS? Targeted outreaches instead of mass data collection can be more effective.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Kustomer

FEBRUARY 18, 2021

And that’s a sport where there could be some really high stakes for people who [inaudible] and we train a student, we would reinforce any technique 15 different ways before we felt comfortable putting them solo. And it’s just a basic, “What’s my role as a leader for activating this in my communication?

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Gainsight

JULY 9, 2020

However, it was his insights into leadership and teams that struck an interior chord and resonated with something I had read before. Each year it was essentially a new organization, with different members, metrics, and leaders, but still, you reached your $100 million goal. Leadership and the Team You Create. Your quarterbacks.

Leadership 59

Leadership E-support Chief Customer Officer Customer Success 59

Totango

JULY 23, 2021

What makes a sports team successful? This leadership role is responsible for establishing and cultivating relationships with top-tier clients, and understanding customer needs and how the company’s products or services can meet them. Excellent athletes who work together on both offense and defense to win the game.

Customer Success 126

Customer Success Chief Customer Officer 2021 Sports 126

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. Practice tactical listening and learning In recent years, Waystar has seen a high amount of growth, both organically and through acquisition, which has changed the leadership dynamics within the organization.

Sports 93

Sports Leadership Customer Satisfaction Culture 93

Horizon CX

OCTOBER 3, 2020

This doesn’t necessarily happen overnight and the vision for this must be set by leadership within the organization. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization. Metrics and Measurement. Governance. Survey Deployments.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

C Space

FEBRUARY 12, 2020

We’re gleaning a lot of information from them and there’s direct communication, which is great. Bernie Banks: Leadership is Influence. Bernie Banks: Leadership is Influence Subscribe to the Outside In podcast: Leadership is not a role. He’s the Associate Dean for Leadership. We create these retail tours.

Marketing 52

Marketing Customer Centricity Net Promoter Score Banking 52

SmartKarrot

MAY 19, 2022

This is why customer success is a team sport. Customer Success is a Team Sport, Not the Responsibility of a Single Team. Customer success is the responsibility of all teams, such as marketing, sales, product, technology, and even the leadership team. Product teams need to keep customer success team communication open.

Sports 10

Sports Customer Success Customer Centricity B2B 10

GetFeedback

JANUARY 6, 2020

Measurements and metrics are put into place. . Think of other ways you can use personas as a tool for employee engagement and communications. A consumer persona, by contrast, could include personal characteristics like favorite sport or hobbies that might influence how they behave in their buying journey. Source: Forrester .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

ClearAction

APRIL 18, 2015

Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. Communicate the challenges, talk to the floor, know the pulse. Focus employee metrics more on CX enabling behaviors, less on survey ratings. Customer Experience Improvement is a Team Sport. —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

Circular Edge

AUGUST 19, 2022

Organizations use business intelligence software to analyze data and inform performance metrics, such as financial, sales, marketing or operations KPIs. Decision-makers can identify exceptions, trends and opportunities and drill down into any underlying metric or transaction for greater detail. Take our sporting goods retailer.

Financial 52

Financial Retail Sports Metrics 52

C Space

FEBRUARY 12, 2020

Jason Robins, CEO, DraftKings: Betting on a New Market Subscribe to the Outside In podcast: The demand for sports betting has existed for decades in the United States, but it has traditionally been confined to the black market and Nevada, the only state. Bernie Banks: Leadership is Influence. He’s the Associate Dean for Leadership.

Net Promoter Score 52

Net Promoter Score Customer Centricity Travel Banking 52

C Space

FEBRUARY 11, 2020

Jason Robins, CEO, DraftKings: Betting on a New Market Subscribe to the Outside In podcast: The demand for sports betting has existed for decades in the United States, but it has traditionally been confined to the black market and Nevada, the only state. Bernie Banks: Leadership is Influence. He’s the Associate Dean for Leadership.

Net Promoter Score 52

Net Promoter Score Customer Centricity 2005 Banking 52

Michel Falcon Experience

MARCH 12, 2019

I was taught when I was a lot in my earlier years as a young professional, that building a culture is a little more than the sports team, a little less than a cult; it’s right in between. The reason that I don’t track employee retention anymore, as a metric, is because I want people to leave. ” “Yeah.”

Culture 12

Culture 2019 Engagement Net Promoter Score 12