ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. ” About: Art Turock is an elite performer in both business and sports. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode!

Sports 80

Sports Culture Download Leadership 80

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Customer experience is a long game and a team sport.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Customer Bliss

MAY 10, 2018

Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the center of their work. Going Digital and Putting Customers First.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

ClearAction

OCTOBER 25, 2022

” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Experience Leadership for CX Enthusiasts & CCXP Exam : get a solid foundation in almost-automatic CX excellence. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture 2019 Contact Center Leadership 244

Smith+co CX

JUNE 9, 2016

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. Is there any hope for Sports Direct internally? Now it’s easy to criticise but much harder to put things right.

Sports 28

Sports Culture Employee Experience Leadership 28

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.”

Books 52

Books Employee Experience Leadership 2021 52

Beyond Philosophy

JANUARY 19, 2020

It happens in sports. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. We also interpret evidence in a way that is consistent with what we already think. In other words, we form a belief and then doggedly hold onto it! .

Leadership 156

Leadership Consulting Presentation Sports 156

Beyond Philosophy

JUNE 17, 2020

It happens in sports. However, in an organization where the leadership is not open, and leadership is too despotic, that would not happen. We also interpret evidence in a way that is consistent with what we already think. In other words, we form a belief and then doggedly hold onto it!

Leadership 120

Leadership Consulting Presentation Sports 120

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management ROI Effort Score 62

Beyond Philosophy

SEPTEMBER 10, 2020

Many sports fans are familiar with this dichotomy. In turn, many employees will get fed up with the contradictions and leave in search of greener pastures. Therefore, resolving Cognitive Dissonance is imperative for those in leadership roles at an organization. So, what should you do about Cognitive Dissonance?

Sports 182

Sports Leadership Books Consulting 182

Education Services Group

DECEMBER 13, 2022

According to the 2022 Customer Success Leadership Study , 78.5% The 2022 Customer Success Leadership Study found that inter-departmental collaboration is trending downward. As we know, silos are bad for customer experience , and they are drivers of inefficiency across the whole business. A struggle to shatter silos.

2023 52

2023 Customer Success 2022 Sports 52

ClearAction

SEPTEMBER 27, 2018

These principles make up day-to-day life for employees and customers: ease-of-work and ease-of-doing-business. The greater the customer-centricity of processes, policies and motives throughout your company, the better the employee experience and customer experience will be, leading to stronger business growth.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Russel Lolacher

NOVEMBER 28, 2022

He’s a former member of the Leadership Council for Government Social Media and member of the board of directors for the Peninsula Conflict Resolution Centre. First question got asked it can’t get around it, which is what’s your best or worst employee experience? A frequent speaker and writer on engagement. .

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

SEPTEMBER 27, 2022

Fun fact: he’s the oldest of five so he’s been doing the leadership thing for a while. As a new leader, where to look for examples of leadership. What triggers someone to understand the importance of modelling good leadership. When to start demonstrating your leadership. Connect with Reagan on his platforms: Linkedin.

Leadership 52

Leadership Employee Experience Communication Culture 52

CX Journey

JANUARY 8, 2015

Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it. Then one day, finally, you get a message from company leadership. Employee happiness? It''s leadership. What we have here is a leadership problem. You know they can do this.

Leadership 62

Leadership Culture Sports Fashion 62

ijgolding

SEPTEMBER 26, 2016

Recently, a UK business called Sports Direct decided to take VOE one step further. Accused of not being the most people centric of businesses, the nationwide retailer made the decision to assign a seat at their board table to a representative of their employees. Acting on what they say demonstrates how much it is valued.

Sports 85

Sports Measurement Retail Customer Voice 85

Russel Lolacher

JANUARY 30, 2022

For this show, Russel cites interviews with Stanford University professor and author of THE A **E SURVIVAL GUIDE Bob Sutton, shares real world stories from his own experience and those shared in his community, and provides tactics you can take to address this impact to the employee experience. KEY TAKEAWAYS. FULL TRANSCRIPT.

Culture 52

Culture 2013 Employee Experience Leadership 52

Qualtrics

OCTOBER 21, 2021

at multiple phases of a project), your work is structured like a team sport. With our Employee XM for IT solutions , we give you the insights to inform your decisions and help you take the right actions, and make sure that every team has what they need to be successful. Employee insights are just the start.

Events 26

Events Innovation Sports Leadership 26

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 60

Sports Leadership Customer Centricity Culture 60

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144

Michel Falcon Experience

MARCH 10, 2019

As leaders, we generally make it hard on ourselves to manage our employees and the outcome is a poor experience for our team members which negatively impacts their perception of you as their leader and paralyzes their morale and performance. I’ve come a long way in my leadership ability to manage a team. Ask how Rosa’s doing.

Management 112

Management Books Culture Definition 112

ClearAction

APRIL 18, 2015

Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. High employee engagement = ownership and pride. CX is often a reflection of employee experience. Customer Experience Governance: Do This, Not That. Customers First, or Employees First ? —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

Russel Lolacher

JUNE 5, 2022

He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. So I will ask you the first question is, what’s the best or worst employee experience you’ve ever had? It’s Brandon Caudle. Brandon Caudle.

Communication 93

Communication Technology Culture Employee Experience 93

SurveySparrow

JULY 5, 2022

Employee experience design is also an aspect that you shouldn’t ignore. Challenges in implementing experience design. Let us look at the roadblocks usually faced by organizations when they are on the verge of implementing experience design. For that to happen, experience design is immensely important.

User Experience 52

User Experience Travel Apparel Technology 52

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. It should be a trigger for a conversation.

Engagement 52

Engagement Employee Experience Culture Sports 52

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum.

Sports 34

Sports Leadership Customer Centricity Culture 34

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. That’s the most important thing. Take some systems courses.

Feedback 54

Feedback Culture Sports Technology 54

Qualtrics

JULY 15, 2020

Did they feel confident going shopping again, attending a sporting event, eating at a restaurant, voting in a polling place — or returning to the office? 61% of employees would feel uncomfortable returning to the workplace right now. And 20% said the same about sporting events — compared to 24% in May. Live events.

Sports 36

Sports Transportation Events Measurement 36

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. Robyn Petree-Guzman. I’ll choose one of my best this happened back in 2014.

Culture 59

Culture Communication Employee Experience Connections 59

SurveySparrow

JULY 6, 2022

But once done, managerial competencies promote better leadership and sustained business success. Even the initial employees were hired keeping that in mind. The result is that with time, Nike has grown to become one of the most trusted sports shoes and apparel brands. Consumer-first approach.

Culture 52

Culture Apparel Communication Innovation 52

Qualtrics

APRIL 6, 2020

St John Ambulance’s approach to this challenge in Granville is a combination of technology, leadership, and informal, virtual meet-ups. As a result of COVID-19 our community has had to postpone and move a lot of events - from local shows right up to major sporting events. Uncovering insights to take action at scale.

Connections 42

Connections Events Sports Healthcare 42

Qualtrics

AUGUST 4, 2021

Here are some tips: As the meeting is starting, be mindful that pre-meeting chatter should be inclusive about topics that everyone in the room can relate to (e.g., your weekend, weather) rather than topics that only some groups may be able to (e.g., Be respectful of others’ schedules. Try to start and end meetings on time.

Sports 26

Sports Download Books Engagement 26

Russel Lolacher

MAY 15, 2023

In this episode of Relationships at Work, Russel chats with CEO, leadership coach and entrepreneur mentor Tammy McKinney on defining and establishing our boundaries at work, including how to defend them. And being valued is so important in the leadership realm. And she said, I said what are your three biggest leadership challenges?

Culture 52

Culture Leadership Communication Consulting 52