Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. They protect bad leadership.

Culture 279

Culture Leadership Social Media Consulting 279

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. Magellan Solutions offers seven effective approaches to improving company culture. Why does company culture matter? Employee satisfaction, productivity, and innovation naturally increase when we prioritize culture. It’s the soul of your organization.

Culture 52

Culture Leadership Feedback Social Media 52

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here! Get started today!

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Culture must be proven. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 119

Customer Centricity Culture Competitive Advantage Customers 119

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

InMoment XI

AUGUST 2, 2023

We learnt that there are multiple approaches to achieving success and that the true differentiators between leading and lagging companies are culture, capability, and execution. Companies that prioritise their customers and build a culture around their needs, tend to thrive and outperform their competitors and grow ahead of the market.

NPS 260

NPS Customer Centricity Culture Automotive 260

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. The marketing director, a very smart woman who was frustrated by the lack of changes , spoke up and confirmed what the others had said. He said he disagreed with the marketing director. ” CXI® means re-evaluating your leadership practices.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. Your customer service culture is essential to your organization.

Culture 112

Culture Leadership ROI Consulting 112

Customer Bliss

OCTOBER 3, 2019

In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Good Customer Experience Starts With Your Internal Culture.

Culture 147

Culture Customer Experience 2002 Retail 147

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

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Call Center Culture Contact Center Net Promoter Score 126

TechSee

MARCH 7, 2023

Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence. 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

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. The post UJET Adds Baker Johnson as VP of Marketing and Dave Bullock as VP of Engineering to its Executive Leadership Team appeared first on UJET.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

ijgolding

FEBRUARY 5, 2018

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Although I was studying accounting and finance at the time, I started out in sales and marketing. I became a marketing consultant!! What happened next?

Culture 105

Culture Measurement 2008 Books 105

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. An ounce of positive experience is worth a pound of marketing (at least).

Leadership 52

Leadership Customer Experience Contact Center Books 52

Customer Bliss

JUNE 20, 2019

We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. On the backend, Bob spent time figuring out how to improve marketing and digital aspects of the work, noting that the CRM system was inefficient and created communication difficulties.

Employee Experience 128

Employee Experience Culture Customer Journey Mapping Customers 128

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. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Books Airlines 52

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Partnership.

Contact Center 103

Contact Center Culture White Paper Competitive Advantage 103

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

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Culture Customer Service Leadership Airlines 114

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? The customer journey map was used as a culture and leadership uniting tool. I would have advised leadership to get things done on a basic blocking and tackling. About Sami Nuwar: “I connect dots for a living.

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Culture Customer Centricity Customer Journey Mapping B2B 197

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

JUNE 13, 2023

However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. Related: Experience Action Podcast Episode 5 – 5 Questions for Customer Experience (CX) Leaders CX Embedded in Marketing Historically, many organizations have positioned CX within the marketing department.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

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. The ingredients in properly changing a culture. What was the culture like when you first got there? Good to be with you.

Culture 52

Culture Leadership 2023 Consulting 52

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. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Beyond Philosophy

NOVEMBER 3, 2015

And it seemed to hit the right chord–Neil offered me the role of running Marketing then and there. He moved me from Marketing to Customer Service, which was quite a surprise for people. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

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Leadership Banking Employee Experience Loyalty 154

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.” This starts during the hiring process.

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Leadership 2020 Culture 2019 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Leadership Engagement 59

CSM Magazine

FEBRUARY 28, 2024

When I joined Sabio, we were a team of just 30 people focused on solving problems in the contact centre market. By fostering an inclusive culture where knowledge-sharing thrives, we’ve been able to solve increasingly complex problems for our clients. How did we get here?

Leadership 52

Leadership 2024 Innovation 2017 52

Thematic

APRIL 12, 2023

You’ve already done all the research and user testing to ensure your product or service has market fit. People sit and have meetings at that table because it's so central to the company culture and values. Another example is getting your executive leadership team to call detractors. But companies can do better.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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Leadership Chief Customer Officer Document Metrics 120

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. VP, Marketing & Sales.

Leadership 59

Leadership Customer Success 2021 2020 59

C Space

MARCH 7, 2019

Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. For Phil, a typical day at work includes a lot of listening, several cups of coffee, and plenty of culture revamping. Culture is fluid.

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Culture Apparel Retail Advertising 80

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” In recent months, I’ve realized that to overcome the challenges we now face, we need a new evolution in financial leadership: the rise of the human-first CFO. Look in the mirror.

Leadership 52

Leadership Financial Workshop Books 52

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. VP, Marketing & Sales.

Leadership 54

Leadership Customer Success 2021 2020 54

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52