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. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept.

Leadership 72

Leadership Customer Experience Fashion Culture 72

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.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Customer Bliss

JANUARY 17, 2017

He had to present a proposal for his first 90 days in the role. And, most importantly, he went through a very extensive set of interviews with every level of leadership he would be working with. From his LinkedIn: Determined to inspire engagement with employees and customers to deliver successful outcomes. About Jason.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners.

Leadership 200

Leadership Healthcare Books Feedback 200

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

Customer Experience 225

Customer Experience Culture Leadership Consulting 225

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

ShepHyken

SEPTEMBER 22, 2021

Create a simple and easily remembered definition of what customer service looks like in your organization. Here at Shepard Presentations, we live by three words: Always Be Amazing! We want to be amazing for our clients and teach them to be amazing for their customers, clients, guests, etc. . It should be one sentence or less.

Culture 110

Culture Customer Centricity Sports Definition 110

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Unite your business’ leadership. And that means building a one-company approach to business strategies.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. Head of Customer Experience Trait No.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization. And not just from the customer perspective, but from a leadership perspective.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

One Millimeter Mindset

MAY 4, 2022

Many of us are exquisitely customer-focused on serving others. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Searching for a speaker focused on doing the smallest things with the biggest impact to get you towards what is new and next?

Consulting 90

Consulting Innovation Leadership Presentation 90

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Customer Bliss

JUNE 6, 2019

With a background in sales and marketing, Yamini spent a lot of time talking to customers, mentioning that it was one of her favorite aspects of her job. Her love for being customer-focused was what helped drive her success at Dropbox, . Take Your Leadership Teams Through the Customer Journey.

Chief Customer Officer 152

Chief Customer Officer Feedback Customer Journey Leadership 152

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Customer Bliss

OCTOBER 13, 2015

Layering ‘customer work’ on top of the already full plates of operational leaders and teams is the recipe for customer focus abandonment. Silo based projects may have good intentions for customers, but their narrow scope may not improve the customer experience in total. Do you have a ‘stop doing list?’

Customer Journey 173

Customer Journey Leadership Presentation Customer Focused 173

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

When leaders want to change these cultures, they realize it requires greater work than just announcing that it’s time to think about customers more. How can you create a customer-first culture? You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

ShepHyken

AUGUST 28, 2018

Creating an organizational mission statement starts at the top with the leadership. The six-step process of creating a vision can be described by The Six D’s, which are: Define: Leadership defines it. Demonstrate: The leadership is the role model. Disseminate: Tell everybody.

Airlines 69

Airlines Leadership Presentation Culture 69

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

Customer Focused 0

Customer Focused Culture Leadership Connections 0

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. They can be short three or four-minute presentations.

Leadership 95

Leadership Customer Service Training Culture Engagement 95

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. He also regularly writes and speaks at global conferences on subjects ranging from customer experience, innovation, marketing and leadership.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. Tomorrow, I deliver a breakout presentation at the 2019 IEEE Women in Engineering International Leadership Conference in Austin TX. Otherwise, you remain stuck in the past, instead of fully present in today, tomorrow and the future.

Workshop 70

Workshop Presentation Leadership 2019 70

Thematic

JANUARY 2, 2019

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO. Next steps.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

Customer Experience 110

Customer Experience Culture Leadership Customers 110

Natalie Petouhof

AUGUST 15, 2022

Accomplishing this requires leaders to undergo their own change management process to move from “command-and-control” leadership to servant leadership. But given that the employee experience can make or break the customer experience, it’s critical to avoid this pitfall. Develop Adaptive Leadership Skills and Capabilities.

Leadership 52

Leadership Books Workshop Banking 52

Customer Bliss

SEPTEMBER 26, 2017

How Do You Take Steps To Achieve A Chief Customer Officer Role? In short: the success of prior projects, especially if your organization is already customer-focused. Sandy had other titles, such as Customer Care Manager and a VP of Customer Success role. sales) and stakeholders (i.e. ”

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Customer Bliss

NOVEMBER 28, 2017

Take on the responsibility to talk to customers and provide them with a sense of trust. Sami started almost every presentation started with a video in which someone dramatically read YELP reviews as a tool to show people what the customer experience is really like. Get all of the stakeholders involved in the process.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Follow on Twitter: @Hyken.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

ShepHyken

OCTOBER 5, 2016

Recently I was hired by a client to speak to their company about customer service. As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. This was an after-dinner talk. It was just accent lighting. Just a detail.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

Lumoa

MARCH 21, 2023

Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department. It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

ShepHyken

MAY 9, 2022

By the way, I was just hired by a major company to do a presentation to their leadership about the basics of customer service in a complicated business economy. 11 Tips for Reconnecting With Unengaged Customers by Newsweek Expert Forum. Go to The Customer Focus to learn more about our customer service training programs.

Article 68

Article 2022 Customer Service E Commerce 68

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Deepak Sharma – Customer Success Leader, Deloitte. Keith Strodtman – COO, Customer First, SAP.

NPS 54

NPS Connections Events Customer Centricity 54

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0: How to Build Your Customer Driven Growth Engine.

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141