Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.

Leadership 305

Leadership Customer Experience Survey Tips 305

Experience Investigators by 360Connext

JANUARY 16, 2024

On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

Customer Bliss

JANUARY 28, 2021

Here are the five leadership actions to build trust across teams. Be bold when challenging ideas, and be bold with your generosity. -- @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet. Further, regularly check-in with yourself to see who is driving your leadership decisions and course-correct back to the mission.

Leadership 254

Leadership User Experience Feedback Culture 254

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Spears Center for Servant Leadership Inc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Customer Bliss

JULY 29, 2021

Practicing leadership bravery really has to be done with these actions to think about. Leadership Bravery earns and builds the kind of company that builds human and financial prosperity. Choose Leadership Bravery. It’s about choosing and our collective choices. Prove Your Values Through Your Actions.

Leadership 185

Leadership Airlines Customers Measurement 185

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

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Leadership Chief Customer Officer Culture Customer Centricity 238

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

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Leadership Culture Customer Centricity Report 283

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. This makes having the traits of a “Multiplying Leader” important in any CX leadership role.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 82

Leadership How To Culture Employee Engagement 82

Think Customers

NOVEMBER 2, 2022

Customer Strategist Journal: What excites you most about your role at TTEC? Shelly Swanback: I’m really excited about the whole CX marketplace. One of the things I like most about it is when you’re creating amazing customer experiences, you’re just never done. It’s relevant for every company in every industry.

Leadership 52

Leadership Self Service Culture Employee Experience 52

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 Touchpoint Course Employee Experience 62

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

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Leadership Culture Customer Centricity Report 227

CX Journey

NOVEMBER 8, 2017

When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. on the part of the employee about the brand and (2) what the organization does (mission, purpose, brand promise, etc.) And, by company, I mean, the leadership of the company. And yet, so true.

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Leadership Employee Engagement Culture Engagement 182

The DiJulius Group

OCTOBER 29, 2023

A Superpower of Great Leaders People want to be around uplifting individuals, including leaders who make them feel better about the world and help them see the opportunity in nearly any situation. Such positive leadership helps employees feel better about themselves, today and in the future.

Leadership 101

Leadership Groups How To Culture 101

Customer Bliss

MAY 12, 2020

Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! I am not worried about the things after that thing. The post H is for Heroes and Other Leadership Lessons from Seth Godin appeared first on Customer Bliss.

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Leadership Hotels Connections Software 210

Adrian Swinscoe

APRIL 11, 2024

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.

Leadership 59

Leadership Employee Engagement Employee Experience Communication 59

Adrian Swinscoe

SEPTEMBER 13, 2021

The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe. Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […].

Leadership 76

Leadership Retail Customer Experience Customers 76

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. One of the best examples of customer-focused leadership comes from Tricia Griffith, CEO of Progressive Insurance. Learn more about the survey and share your opinion here.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

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 was excited about the future. It was refreshing. Motivating.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

West Monroe

DECEMBER 1, 2021

In a decade, or perhaps just a few years, those of us who made it through the pandemic and are still around will remember the leaders who stepped up, who got it right, and why.

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Leadership 98

Gainsight

FEBRUARY 15, 2024

The Art of Customer Education: Appointing the Right Leader Former White House Chief of Staff Erskine Bowles once said, “Leadership is the key to 99% of all successful efforts.” ” While he wasn’t talking about customer education or starting an academy, he certainly could have been. Looking Externally?

Leadership 52

Leadership Culture Customers Training 52

2020 Research

APRIL 28, 2023

Sago’s Commitment to Driving Product and Technology Innovation Takes Leap Forward with Leadership Appointments Iselin, NJ—April 26, 2023 – Sago (formerly Schlesinger Group), a leading provider of adaptive, tech-enabled research solutions and platforms, announced two key leadership appointments to further its digital transformation.

Leadership 52

Leadership Technology Innovation Connections 52

Customer Bliss

FEBRUARY 23, 2021

“ Texans are raving about H-E-B as the beloved grocery chain provides food and comfort amid a nightmarish storm. Here’s how admirable acts of leadership earn an army of people whose lives would be empty without you. What do your behaviors say about you? . ” –The New York Times. ” –The Houston Chronicle.

Leadership 148

Leadership Government Tools Examples 148

2020 Research

JULY 12, 2023

About Sago: Sago, formerly Schlesinger Group, is the global research and data partner that connects human answers to business questions. Contact: julie.terling@sago.com The post Sales & Marketing Leadership Appointments appeared first on Sago. For more information, visit   sago.com.

Leadership 52

Leadership Sales Marketing Innovation 52

2020 Research

JULY 12, 2023

About Sago: Sago, formerly Schlesinger Group, is the global research and data partner that connects human answers to business questions. Contact: julie.terling@sago.com The post Sales & Marketing Leadership Appointments appeared first on Sago. For more information, visit   sago.com.

Leadership 52

Leadership Sales Marketing Innovation 52

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. Fortunately, I had the honor of chronicling much of his amazing leadership story in the pages of When Fish Fly (and better yet I was honored to share it from Johnny’s voice).

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Leadership Retail Consulting Marketing 100

ijgolding

JULY 4, 2017

Only recently, I wrote about Jeff Bezos and why I believe he is a, if not the, role model customer centric leader. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by.

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Leadership Customer Centricity Fashion Retail 152

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Leadership 169

Leadership Culture Hospitality Measurement 169

Integrity Solutions

JULY 16, 2021

Effective team leadership requires a blend of people focus and goal focus. While it’s rare that someone will have a perfect balance of the two, getting a clear understanding of your natural leadership style will allow you to adjust when necessary to be more flexible to the needs of your team members. What does that look like?

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Leadership Tips System Measurement 110

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. In this book, Patrick writes about the three root causes of job misery, which can be summed up as immeasurement, irrelevance, and anonymity. In other words, quick reads but packed full of good stuff.)

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Leadership Guidelines Travel Culture 151

Russel Lolacher

MAY 4, 2021

It’s the feelings they have for you when your name is brought up and the things they say about you when you leave the room. Many will think about children, when they think of legacy. Take every opportunity to brag about your team, give kudos to others at every opportunity, and appreciate the time and work your coworkers put in.

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Leadership Sports Examples Connections 128

CX Centric

APRIL 4, 2023

In this article we explore the results specifically related to Leadership which is one of the eight principle domains of the CCMM Model. Effectively Leadership is a critical success factor in any customer-centric transformation. When it comes to leadership. To access the full State of Customer Centricity report click here.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

NobelBiz

OCTOBER 5, 2021

Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner.

Contact Center 97

Contact Center Leadership Training Industry 97

Customer Bliss

APRIL 9, 2018

” It gives the organization clarity about how to make decisions, and it’s a powerful first step in embedding the customer journey to inform and enable decision-making. Most leadership teams don’t invest in the deep thinking required to answer these questions. Take these actions in unison across the leadership team.

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

ShepHyken

APRIL 10, 2019

To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He learned about how to treat the company’s customers with dignity and respect. He began to lose respect for his leadership. Leadership sets the tone.

Leadership 120

Leadership Culture Customer Service Training Training 120

Calabrio

DECEMBER 18, 2020

He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership.

Contact Center 162

Contact Center Leadership Self Service Analytics 162