Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. At the same time.

Leadership 61

Leadership Communication Customer Retention Sales 61

Helpt

FEBRUARY 27, 2024

An article from Forbes suggests that teams should do brainstorming exercises to view problems from every possible angle, carefully evaluating pros and cons Client Communication and Relationship Building : Building strong relationships with clients goes beyond delivering technical expertise.

Leadership 98

Leadership Culture Communication Exercises 98

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. 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?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

CX Journey

DECEMBER 28, 2017

This could be a reading, an exercise, or research. The post Level Up Your Leadership with Mentoring Best Practices appeared first on Everwise. One tool for doing this is to set tailored homework for the protégé at the end of each call to help them continue their learning.

Leadership 91

Leadership Guidelines Exercises Feedback 91

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? But they’re also what will move the customer success industry as a whole—from leadership, to expectation, to product innovation forward—and we’re grateful to be part of the conversation. As a leader in customer success, who’s your friend in the C-suite? We hope so!

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

Maz Iqbal

OCTOBER 26, 2014

What about leadership: is the exercise of leading and leadership reducible to a formula? And that includes the dimensions of Customer (customer service, CRM, customer experience) and of Leadership. Is great customer service reducible to a recipe? What Constitutes The Deepest Lack Of Intelligence? You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 131

Customer Journeys B2B Exercises Leadership 131

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. To establish and solidify that customer experience is indeed part of an organization’s strategy, senior-leadership engagement is critical, even if there is no C-level role assigned to CX.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Related: Tie CX Goals to Larger Company & Leadership Goals with a CX Success Statement. What goals did we miss?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. The non-profit leadership quickly created an outreach program to these highly-engaged donors, leading to more contributions and engagement. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

CX Journey

JULY 19, 2016

As you're undertaking these exercises, remember that there are different employee and customer types. If you want to put a label or category on each of these exercises, I'd simply call them "Walking in Your Customers' (or Employees') Shoes." "Shopping" can be calling your customer support line or your reception/main office line.

Leadership 80

Leadership Exercises Employee Experience Customer Journeys 80

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Sports 79

Sports How To Exercises Culture 79

ShepHyken

DECEMBER 6, 2022

The company’s leadership needs to be aligned with its customer experience goals. Plus, Shep and Diane share exercises you can do with your team to figure out what you are doing that prevents your customers from having a frictionless experience. Quotes:   .

Customer Centricity 120

Customer Centricity Culture Exercises Leadership 120

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean. These solutions need to be in line with your company policies.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

OCTOBER 21, 2020

Assemble your team, which includes leadership and several other members from various departments that include front line and behind-the-scenes responsibilities. Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. The key is having a diverse group of thinkers.

Exercises 152

Exercises B2C B2B Customer Service Training 152

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Thought Leadership buy into it and apply it in their daily behavior. Click here to view SlideShare.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Seaton CX

JANUARY 3, 2023

Refill your coffee and grab a pen and paper (yes, a real pen and paper) because today we are going to do a visualization exercise. In this exercise we’ll identify your CX vision and the exact steps to make it reality. You’ll get CX leadership ideas in your inbox every Monday morning to kickstart the week. Hey, CX Leader!

How To 78

How To Exercises Leadership Financial 78

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Kristina Evey

JULY 9, 2014

Meaning, if there are internal issues and leadership stands and supports the ideal culture, they will make the difficult decision of “freeing up the future” of those who do not embrace the ideals and are slowly but surely destroying morale. So, how do you define your culture? Leave nothing to chance.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

One Millimeter Mindset

APRIL 15, 2021

You give yourself permission to exercise personal choice about your professional future. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. You stop leaving You up to everyone else.

Leadership 96

Leadership Exercises Innovation Consulting 96

Education Services Group

FEBRUARY 26, 2023

As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of. So, CS leadership must educate other organizations and raise awareness of that larger purpose so we can all work together toward a common goal.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

One Millimeter Mindset

DECEMBER 15, 2020

Next, we conduct the forensic portion of this exercise. Next, attendees are perplexed about why this exercise is so difficult for them. I specialize in professional innovation, cross-functional leadership and client retention. First, they create top-of-mind lists of internal clientele they serve. Contact me here.

Exercises 88

Exercises Innovation Leadership Report 88

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. There’s a lot of noise out there about what CX teams should be doing. Did you know – every time a buzzword is used, an influencer gets their wings? Journey-based insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

CX Accelerator

APRIL 11, 2018

You can use this easy exercise to help your team talk about what they must stop doing, to free up more time to work their MIT (Most Important Thing) behaviors. Nate has used a "start, stop, keep" exercise many times to identify energy vampires and kill them. Karin was named on Inc.'s

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Experience Investigators by 360Connext

APRIL 25, 2023

When leading workshops with leaders, I often start with a simple exercise. Culture, as defined above, requires leadership but can evolve and grow based on the employees and their actions, requests, and ideas. And part of this is evaluating leadership, too. Tell me about your last interaction with a customer.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Zeisler Consulting

MAY 3, 2022

Quite frankly, putting an empty seat at the table alongside your CFO, your CMO, your CHRO, Head of Product, Head of Supply Chain, and the rest of your executive leadership team is almost an insult to your Customer, when you think about it. Why not hire someone to actually, y’know, sit in that seat?

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Leadership Exercises 72

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. on most days I will either get some aerobic exercise via Peloton or some weight training in the gym. Uniphore: How do you start your day? At around 6 a.m.

Meeting 246

Meeting Culture Exercises Connections 246

Experience Investigators by 360Connext

JUNE 8, 2021

This exercise is a great way to predict what you need to change to be there for the changing customer journey. Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. Future State Customer Journey Mapping. Who is the customer in one year or five?

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Integrity Solutions

SEPTEMBER 22, 2022

Ultimately, this is the kind of leadership that transforms sales teams and elevates business results. The question is, how well do your sales leadership skills measure up where it really counts? .” Developing Stellar Sales Leadership Skills. What values and ethics do we live by? The latter drawing is the culture you want.

Leadership 24

Leadership Sales Culture Exercises 24

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. In the example below, Amy maps out an onboarding journey, but you can perform this exercise using any customer journey. Let’s get started.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Service Untitled

MARCH 26, 2012

When I saw this post on the Harvard Business Review blog, I liked that it summarized some of the more applicable leadership lessons and wanted to write some of them down. Here’s my summary of the summary of what leadership lessons people can learn from Steve Jobs. Focus: Minimize the amount of products / services you offer.

Leadership 48

Leadership Exercises User Experience Loyalty 48