One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. When you become too comfortable in your professional role, you default to connecting strategic value dots linearly.

Connections 95

Connections Innovation Leadership Consulting 95

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing 2023 52

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing 2023 52

ijgolding

JULY 25, 2017

Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. I would have had even less of an idea who was running RBS itself. It was refreshing.

Customer Centricity 68

Customer Centricity Leadership Connections 2017 68

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. What are your pandemic leadership and customer experience learnings from this most disruptive year? Michelli , Ph.D.,

Leadership 73

Leadership Customer Experience 2020 2019 73

Customer Bliss

FEBRUARY 13, 2018

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership. Similar to Christine, Josh found that the Care Academy was helpful in driving quicker decision-making and change among leadership.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. is the answer to a chaotic world.

Leadership 98

Leadership 2015 Government Books 98

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. The latter are more frequently engendered by the emotional connection with the company, which in turn is fostered by the attitudes and actions of employees toward the customers. Market research provides the employee advocacy data and the insights.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Each one connects with emotion and personalization. Click To Tweet. That’s right. Click To Tweet.

Connections 160

Connections B2B Fashion Touchpoint 160

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. Up to two additional hours of digital Customer Success consulting. Incorporating digital into your Customer Success strategy is a tremendously impactful and cost-effective way to improve the connection with customers.

Consulting 98

Consulting Customer Success Chief Customer Officer Document 98

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. After my engagement rolled off, he continued to engage the leadership team around the importance of this work. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Strativity

MARCH 6, 2020

With this fifth post in our ‘CX Consulting 101’ series, we look at how to accelerate organizational transformation, broaden your reach, nurture engagement, and inspire your people. If you’d like to start at the beginning, see part one of our lessons from CX consulting series on How to Align Your Organization to Activate Change.

Consulting 52

Consulting Leadership Roadmap Communication 52

Education Services Group

APRIL 13, 2020

Up to two additional hours of Digital Customer Success consulting. Incorporating digital into your Customer Success strategy is a tremendously impactful and cost-effective way to improve the connection with customers. Can be used for any combination of email and/or in-app notifications. For more information, visit [link].

Consulting 89

Consulting Customer Success Chief Customer Officer Document 89

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). There’s an example of a silo issue that she is working to connect.

Retail 0

Retail Leadership Customer Experience White Paper 0

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! CX leaders should help them by connecting the dots between investing in the experience and their business outcomes. Customer experience leaders need to stay very connected to these front-line superstars.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

ShepHyken

JANUARY 29, 2024

All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company. which he wrote with Diane Magers.

Customer Experience 96

Customer Experience Customer Centricity Culture Leadership 96

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 60

Leadership Automotive Hotels Culture 60

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

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). Servant Leadership. Michael Lowenstein, Ph.D., Here’s a personal story to illustrate what I mean.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Experience Investigators by 360Connext

MARCH 25, 2015

‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. And how surveys tell them about how personal connections make the experience, especially when they hear about specific crew members more often than not. Emotion trumps data.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Impressive #leader who understands what #customer first leadership means. Finally, Ken Chenault summed up leadership and vision.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. This is about staying connected to what could move your company forward, even when things seem to be going fine. They start trusting clients and customers more than their leadership.

Leadership 271

Leadership Social Media Consulting Loyalty 271

Experience Investigators by 360Connext

MARCH 31, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

FEBRUARY 2, 2015

Inserting a powerful emotional testimony from a real, live customer helps leaders connect with the humanity of the customer experience. Bring in a customer to a monthly meeting to share a story, or ask an executive to connect with a disappointed detractor via web conferencing.

Customer Satisfaction 264

Customer Satisfaction Loyalty Net Promoter Score Social Media 264

Experience Investigators by 360Connext

JUNE 11, 2015

When leadership provides updates to the team, they share knowing glances and an attitude of “oh this again.” They protect bad leadership. How to Purify a Toxic Workplace Culture appeared first on Customer Experience Consulting. ” They know nothing will change and refuse to be inspired. Take a look around.

Culture 279

Culture Leadership Social Media Consulting 279

Experience Investigators by 360Connext

MARCH 9, 2015

According to Watermark Consulting , for a five year return, those companies considered customer experience Leaders outperformed their competitors in general, but a whopping 128% better than those companies identified as customer experience Laggards by Forrester. Whether or not your title says it, your leadership is needed!

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

One Millimeter Mindset

OCTOBER 19, 2022

For starters, everyone is connected to everyone else in organizations, whether they realize it or not, regardless of company size. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |. Babette walks her talk so you can walk yours.

Consulting 93

Consulting Innovation Culture Leadership 93

CloudCherry

NOVEMBER 11, 2019

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.” Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Brava, Janet! It’s not in her vocabulary.” We’ll toast to that!

2019 170

2019 2020 Leadership Consulting 170

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

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

SurveySensum

MAY 6, 2024

Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. Cultivating a warm and authentic relationship with all those connected to your personal offerings is key to earning trust and credibility.

Brands 52

Brands Social Media Leadership Blog 52

ChurnZero

MARCH 10, 2022

The right community can help you: Connect and collaborate with fellow Customer Success professionals. To catch a diverse group of individuals, they’re delivering content through their online community platform, their podcast and their weekly leadership calls. Customer Success Leadership Network. Customer Success Network.

Customer Success 98

Customer Success Sports Leadership B2B 98

CSM Magazine

JANUARY 16, 2024

Andy Roberts, CEO of Sabio Group, said: “Gabriel has consistently demonstrated his leadership capabilities across various roles in the company and has a proven track record of success and delivering growth during his period with the Group.

Management 52

Management Leadership Consulting Customer Journey 52

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. More Posts - Website Follow Me: The post 3 Last-Minute Ways to Blast Off the New Business Year appeared first on Customer Experience Consulting. It’s all about you.

2015 247

2015 Webinar Entertainment Leadership 247