Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

Leadership 98

Leadership Government Employee Experience Innovation 98

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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. A frequent speaker and writer on engagement. . How to look at onboarding for building connection.

Culture 98

Culture Connections Leadership Communication 98

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. It’s up to CX leaders to clearly communicate about these connections for their organization. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Hallmark Business Connections

FEBRUARY 17, 2021

More to the point, how do employers keep people engaged and motivated without overextending their budgets? Though we don’t immediately see it, a lack of impromptu cross-functional networking and collaboration is causing lost momentum and innovation that will impact employers for years to come. Navigating Tomorrow Today.

Employee Engagement 52

Employee Engagement Engagement How To e-support 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. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. Why the Shift to H2H Matters Emotional Engagement: Consumers and business partners are no longer satisfied with impersonal transactions.

B2C 52

B2C B2B Leadership Culture 52

InMoment XI

DECEMBER 21, 2021

You cannot create, or sustain, customer loyalty behavior without committed employees. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

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. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

Experience Investigators by 360Connext

JANUARY 5, 2015

Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. How vital employee feedback gets filed under “G” When interviewing and observing the staff, they shared things they didn’t feel they could say in the monthly “all hands” staff meetings.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Michelli Experience

JUNE 21, 2016

Innovation is creating a new solution that addresses a human need. Innovation, by contrast, requires an effort to solve a problem. As a customer experience consultant, I am often tasked with helping businesses identify the high-value human needs for which people, process, or technology innovations can be crafted.

Innovation 145

Innovation Consulting Financial Technology 145

Horizon CX

AUGUST 7, 2023

Through these interactions, people can learn from each other, broaden their perspectives, and foster creativity and innovation. Embracing diversity has been shown to lead to increased creativity, improved problem-solving, enhanced innovation, higher employee satisfaction, better business performance, and a stronger sense of community.

Culture 130

Culture Innovation Groups Communication 130

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Culture Customer Engagement Customer Experience Featured employee engagement Entrepreneurship leadership linkedin' Don’t worry about the big guys.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. His goal: “Treat our fans, employees, and players better than any team in sports.”

Culture 313

Culture Sports Employee Engagement Leadership 313

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. This is about staying connected to what could move your company forward, even when things seem to be going fine. They start trusting clients and customers more than their leadership.

How To 271

How To Leadership Social Media Consulting 271

CSM Magazine

JUNE 16, 2022

Five ways to connect with home-working teams. It’s all about the individual – so make team communication count – focus first on your leadership style. Launch a VoE programme alongside your regular Voice of the Customer (VoC) programme to optimise customer experience (CX) by improving employee engagement.

Self Service 52

Self Service Connections Analytics Tips 52

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

ShepHyken

FEBRUARY 18, 2020

They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. You must be able to demonstrate this in tangible terms relating to company goals that executives can immediately connect to. Shep Hyken interviews Claire Sporton.

Multi-Channel 116

Multi-Channel ROI Leadership NPS 116

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

CloudCherry

NOVEMBER 11, 2019

Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Brava, Janet! It’s not in her vocabulary.”

Leadership 170

Leadership Consulting Video Government 170

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Have a strong focus on employees.

Leadership 110

Leadership Innovation Social Media Consulting 110

SurveySparrow

DECEMBER 6, 2021

The event is known for providing an interactive platform to increase your development skills using analytical tools to improve employee engagement strategies, AI in recruitment, and social media. The Future is Now event organized by HR Transform concentrates on how executives and the leadership can make the organization better.

Conference 98

Conference Employee Engagement Leadership Trends 98

CX Journey

MARCH 7, 2018

Gallup says that engaged employees “stand apart from their not-engaged and actively disengaged counterparts because of the discretionary effort they consistently bring to their roles. These employees willingly go the extra mile, work with passion, and feel a profound connection to their company.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. Blog Customer Experience Featured Innovation customer service leadership linkedin' They care enough to invest in outside evaluations. They care enough to understand they can’t see the experience if they’re on the inside of it.

Company 231

Company Hotels Social Media Innovation 231

Qualtrics

DECEMBER 6, 2018

Leading brands will share the experience management programs they’ve built to delight customers and employees. Specifically for HR professionals: Learn how the world’s most respected employers shape innovative and inclusive cultures that attract, develop and retain great people. HCI Employee Engagement Conference.

Employee Engagement 27

Employee Engagement Conference Resources Engagement 27

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. This philosophy, which permeates their employee engagement from hiring to performance management, acknowledges the honor and dignity in service while empowering employees to provide great service to their customers, as equals. .

Customer Service 163

Customer Service Guidelines Employee Engagement Customer Journeys 163

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Justify customer loyalty through excellence – innovate audience interactions. 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 Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Mary and her team ensure that they’re conscious and connected with the driver community. Tactic 1: Be Authentically Engaged. It’s important to her that employees shine so they can “be their best selves.” Tactic 5: Assess your Employee ROI.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. He has held key leadership roles across a variety of technology services companies including Rackspace Technology, Dell, and HP. I am excited to see how Kevin moves the company forward.”

Contact Center 52

Contact Center Company Customer Centricity Employee Engagement 52

PeopleMetrics

JUNE 16, 2015

All Repair, No Innovation". However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. Members of your leadership team are likely no exception. "All Talk, No Action".

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog, Beyond Philosophy, helps readers understand changing customers and build solid connections and relationships. . Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96