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. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Books Airlines 52

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. How to Reduce Customer Service Costs Sustainably. Two words: visual assistance. Visual Assistance in Customer Service. field services.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

CloudCherry

NOVEMBER 11, 2019

Janet Preteroti – AVP, Member Experience at Clearview Federal Union, and our 1 st place CX Champ (in the category of Practitioner). Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Brava, Janet!

2019 170

2019 2020 Leadership Consulting 170

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. Anderson made an important announcement to employees, which forged that connective tissue. Customer Experience consultants have seen the same pattern elsewhere.

Leadership 68

Leadership Insurance Engagement 2018 68

Beyond Philosophy

NOVEMBER 28, 2016

CMC Thought Leadership Principal, Beyond Philosophy. and making a true emotional connection. What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Michael Lowenstein, Ph.D.,

Engagement 145

Engagement White Paper 2015 Consulting 145

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Employees, though, are critical stakeholders in the delivery of experience value.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

DECEMBER 26, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

APRIL 15, 2019

Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

AUGUST 9, 2016

CMC Thought Leadership Principal, Beyond Philosophy. An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. As she has stated, “We wanted to give a voice to our employees and open up two-way conversation.” Michael Lowenstein, Ph.D.,

Connections 60

Connections Insights Social Media Banking 60

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Call Center Connections 156

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

AUGUST 23, 2016

Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Ian Williams

JANUARY 11, 2020

The airline should be working with these authorities to improve the experiences their customers get. You can’t help to deliver a great Customer Experience if your people are getting a bad Employee Experience – Employee experience and customer experience are inextricably linked.

Airlines 52

Airlines Transportation Entertainment Insurance 52

CX Journey

MARCH 17, 2016

Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers. And it’s not just studies that prove this connection.

Employee Experience 52

Employee Experience Customer Satisfaction Engagement Customers 52

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Connect with, and learn more about, Erin on her platforms: . Content4Good consultancy. The connection humour and joy have to mental health.

Culture 98

Culture Leadership Connections Consulting 98

Beyond Philosophy

JANUARY 10, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Employees, though, are critical stakeholders in the delivery of experience value. Michael Lowenstein, Ph.D.,

Travel 60

Travel Leadership Culture Consulting 60

Beyond Philosophy

JANUARY 31, 2018

CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Employees, though, are critical stakeholders in the delivery of experience value.

Culture 68

Culture Leadership Consulting Employee Experience 68

Customer Bliss

OCTOBER 4, 2018

As CCO of San Antonio airport, Karen’s focus is to unite the vendors and companies that work together at the airport to ensure a seamless experience for customers. She introduced herself in these meetings and shared how she wanted to work together with the leadership teams. She then asked how they could create a plan for improvement.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Beyond Philosophy

NOVEMBER 14, 2017

CMC Thought Leadership Principal, Beyond Philosophy. In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Employees can redeem coupons, using the codes on the back, for raffles and prizes.

Airlines 87

Airlines Culture Consulting 2018 87

Oracle

JUNE 23, 2020

For a new LinkedIn connection, send a message saying something to the extent of, ‘Thanks for connecting, have a great day.’ “I recently turned to some different ways to network, share expertise, and really connect with people. Encourage viewers to make a connection.

Social Media 94

Social Media Webinar Events Connections 94

Customer Bliss

AUGUST 23, 2018

5 Steps to CX Management in the First 3 Months of Your Leadership Role. The role of head of customer experience hadn’t existed before, so Anand had a lot of work cut out for him. Anand first consults with the C-Suite to ensure they’re on board with the suggestions and he passes the work down to the focus group.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. Branding with Music Creates a Memory…Just Hope it’s a Good One. Apple and Coke have chosen good songs to create the memory with their Customers. They did a great job. Using music is not a guarantee of good feelings however.

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

OCTOBER 20, 2014

Employees are just like Customers in that they are at their best at work when they are Happy and Pleased. Happy and pleased as it applies to employees means fulfilled by their work and feeling like they are making a difference. Developing happy and pleased employees has a four-part formula: 1.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? The ingredients in properly changing a culture.

Culture 52

Culture Leadership 2023 Consulting 52

Beyond Philosophy

OCTOBER 20, 2014

The Ball and Chain: These employees are risk averse and will seed any new idea with doubt, often playing the role as “devil’s advocate,” causing others in the organization to waffle on taking on new ventures. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience.

Culture 117

Culture CEM Employee Experience Reference 117

Russel Lolacher

JULY 26, 2022

In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. Connect with Felix on his platforms: Linkedin. PLAY AND SUBSCRIBE. Google Podcasts.

Leadership 94

Leadership Consulting Fashion Employee Experience 94

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. Follow Jacob to gain insights into the employee experience. ( @jacobm ).

Magazine 52

Magazine Employee Experience Leadership Books 52

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. You’re looking for the best employee experience tools to gather this priceless feedback.

2024 52

2024 Feedback Culture Demo 52

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. Doesn’t that sound wonderful?

Culture 52

Culture Feedback Employee Experience Demo 52

Beyond Philosophy

OCTOBER 8, 2014

They have Customer-centric leadership. Leadership is a key element of building a Customer centric company that puts the customer first in everything they do, and Shulman is the type of leader that will embrace that philosophy. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help.

Leadership 52

Leadership Culture Employee Experience Insurance 52

Russel Lolacher

NOVEMBER 7, 2022

In this episode of Relationships at Work, Russel chats with transformation and culture change consultant Katie McLaughlin on why we need to introduce the principles and power of theatre into the employee experience. . Connect with, and learn more about, Katie on her platforms: . The McLaughlin Method website.

Workshop 52

Workshop Leadership Employee Experience Engagement 52

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Michael Lowenstein, Ph.D.,

2006 68

2006 2012 Consulting 2017 68

SurveySparrow

DECEMBER 15, 2020

As we become increasingly connected through technology, it has become increasingly difficult to separate our personal and professional lives. ” A famous quote from Peter Drucker, a renowned writer and management consultant. The second pillar would be empathetic leadership. This has heightened during this pandemic.

Culture 52

Culture Employee Experience Measurement Feedback 52