InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

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

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial? More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 307

Leadership Consulting User Experience Loyalty 307

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.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Michel Falcon Experience

APRIL 27, 2018

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. I highlight the following in the video: My People-First Culture and 3P Strategy concept.

Culture 122

Culture Social Media Leadership Brands 122

InMoment XI

OCTOBER 31, 2023

It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape. The call center manager’s leadership is essential in maintaining a high level of service quality and ensuring that the team meets performance targets. How do Call Centers Work?

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Customer Bliss

SEPTEMBER 5, 2019

This is a great conversation to listen to, whether you’re in the museum/cultural institution world or business (both B2B and B2C). Leadership was thinking about the museum’s role as a community organization and a repository for historical objects in history. Craig Langlois, #CCO @BerkshireMuseum #leadership Click To Tweet.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

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. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

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. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

APRIL 20, 2023

He brings a very genuine and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries! I believed that I could take everything I’ve learned in my career of building good leaders and apply it to ONQ so we could say our leadership started from the first position available.

Contact Center 156

Contact Center Culture 2013 Airlines 156

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Manideepa Paul , Social Media Insights Manager, Lloyds Banking Group.

Social Media 56

Social Media Banking Events Insights 56

BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. As these cornerstones of a business transform themselves, the company’s culture may follow suit.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

BirdEye

DECEMBER 8, 2023

Workplace environment and culture: This includes whether your employees are happy, what your company’s work culture is like, and how your HR team does its thing. Leadership and management: It’s about how good the leaders at the helm are at leading the company, their vision, and how they come across to the public.

Management 113

Management Social Media Brands Consulting 113

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. It’s Gotta Be Old School.

Social Media 45

Social Media Customer Service Consulting Article 45

BlueOcean

DECEMBER 13, 2022

When your loyalty program members do reach for the phone/email/chat tool/social media to get help, it is critical to shift away from a transactional mindset. Will you have senior leadership involved in your account? Your members will thank you—and so will your agents. Loyalty agents have to make judgment calls all day long.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

West Monroe

SEPTEMBER 4, 2023

Listen to "The Chief Digital Officer’s Role in Disruption & Culture" on Spreaker. How do culture and purpose show up in your day-to-day at e.l.f Our CMO reads every social media message and ensures we’re not saying or doing things that don’t line up with our purpose. About the episode Ekta Chopra, e.l.f.

Culture 52

Culture E Commerce 2004 E-support 52

Michelli Experience

DECEMBER 13, 2017

be able to complain about any service breakdowns across my social media platforms or business review sites – such that the company would attempt to resolve my problem in a way that averts reputational damage across my network – ONE OF THE UNEXPECTED GIFTS 0F SOCIAL MEDIA. It’s Gotta Be Old School.

Social Media 40

Social Media Customer Service Consulting Article 40

Integrity Solutions

SEPTEMBER 2, 2022

But especially today, when talent shortages persist and employees are expecting more from the companies they contribute their time and talents to, you won’t be able to attract and retain the people you need in order to compete if you’re not focused on improving employee engagement and the overall culture.

Management 116

Management Culture Leadership Engagement 116

ReviewTrackers

JULY 12, 2018

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 175

Brands Social Media Competitive Advantage Communication 175

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Up Your Service

FEBRUARY 14, 2017

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. What is driving this as strategy? Employee engagement.

Culture 55

Culture CEM Social Media Loyalty 55

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. My fellow panelists and I discuss real-world case studies and trends around culture. When is CX Day?

2019 146

2019 Social Media Webinar Events 146

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. 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.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Beyond Philosophy

SEPTEMBER 1, 2015

The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh Simply put: if Amazon’s workplace culture is despotic as the NY Times article said it is, then their product and the resulting Customer Experience would be, too. When the culture is dire, the Customer Experience is, too.

Culture 96

Culture Article Social Media Banking 96

ReviewTrackers

JUNE 22, 2020

An MIT Sloan Management Review article details how some of today’s most successful brands are implementing “employee branding” programs to accompany employees — including members of the C-suite and leadership team — on their digital journeys and help them communicate on social media. Employee Branding Program: Getting Started.

Brands 114

Brands Social Media Competitive Advantage Communication 114

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Let’s get into it! What Is CX Design? The idea of CX design was relatively simple for many years. and deciding to pay more attention to those channels.

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Improving customer experience starts with a commitment to change the culture. Blog Customer Experience Featured Opinion Recent News brand image Conference data innovation leadership speaking' So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Horizon CX

FEBRUARY 29, 2024

Word-of-mouth has a significant impact on brand reputation and can spread quickly through social media and online review platforms. Businesses need to recognize the importance of genuine care in customer interactions and prioritize the development of a customer-centric culture to mitigate these negative impacts.

Culture 52

Culture Customer Centricity Customer Satisfaction Loyalty 52

Experience Investigators by 360Connext

JANUARY 7, 2015

If the leadership is referring to shareholders exclusively, the customers are forgotten. Blog Culture Customer Experience Featured c-suite leadership linkedin' If you want collaboration among your C-Suite stars, then provide real incentives to do so. Who are we serving? Put customers front and center.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. I’ve also written about growing leadership listening skills before, so check out that post as well.

Leadership 173

Leadership Social Media 2016 Customers 173

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. 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.

Banking 286

Banking 2012 Loyalty Culture 286

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Article 67

Article Customer Service Social Media 2018 67

Doing CX Right

SEPTEMBER 13, 2020

There are many answers to this question, but one that is common across all industries relates to company culture. Creating a customer-centric culture does not happen automatically or overnight. Celebrate CX Day To Enhance Your Company Culture. Use hashtag #CXDay on social media to help everyone find and amplify your involvement.

Social Media 72

Social Media Culture Customer Centricity Events 72