Value-add leadership development for customer experience
JUNE 16, 2016
Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. Why is leadership development important for customer experience? One-company leadership is just as it sounds.
Leadership accountability is killing your customer experience
JULY 14, 2016
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership. What prevents leadership accountability.
Executive leadership in the Age of the Customer
OCTOBER 25, 2016
The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. How does executive leadership get unified and united towards customer-driven growth? Are they on the same page?
The 8 Remarkable Traits of Leadership
SEPTEMBER 28, 2015
Leadership. Is that all that’s needed to get the promotion, the raise, or the real leadership position? Leadership leadership traits of leadershipWhat makes a leader? Is it making great speeches or bossing others around? Of course not. This original article was written by Steve DiGioia. We all wish that others thought of us as a leader. Probably not.
8 Leadership Strategies From An Influencer
FEBRUARY 15, 2017
The post 8 Leadership Strategies From An Influencer appeared first on. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Creating and maintaining work relationships isn’t hard, if you just remember a few simple rules that you probably learned before you were even in your teens.
Leadership Influence vs. Manipulation | #peopleskills
JANUARY 31, 2016
Do you see leadership influence as manipulation? The post Leadership Influence vs. Manipulation | #peopleskills appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership bonds communication employee engagement influence interaction interpersonal skills leaders people skills relationships Soft SkillsIt isn't. It awakens & explores.
Modernize Leadership: Observe and Improve
FEBRUARY 14, 2017
That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. In this post, I’m examining the shift from: Measure and Track to Observe and Improve […].
Leadership Beliefs: Are Yours Helping You Lead?
DECEMBER 27, 2015
Are your leadership beliefs serving you & your teams? The post Leadership Beliefs: Are Yours Helping You Lead? Employee Engagement Hot Topics and New Bits inspiration Leadership beliefs emotional intelligence employee engagement leaders management managers people skills successWhat leaders believe directly impacts how they lead. appeared first on KateNasser.com.
Uniting Your Leadership Team begins with a Code of Conduct
SEPTEMBER 3, 2015
Use the CX journey framework and encourage your leadership team to think tactically through the customer experience, stage by stage: What must the company always do for customers to honor them and earn the right to grow? Most leadership teams don’t put the deep thinking into answering these questions stage by stage of the customer experience.
Leadership Emotion Radar: 12 Employee Emotional Needs to Honor
SEPTEMBER 1, 2015
Leadership Emotion Radar: Leaders especially analytic & technical ones must remember to honor these employee emotional needs. The post Leadership Emotion Radar: 12 Employee Emotional Needs to Honor appeared first on KateNasser.com. Fr The People Skills Coach™.
Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals
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 little like the profession in which we specialise, CXPs come in all shapes and sizes.
Moderation Doesn’t Mean Mediocrity | #Leadership
NOVEMBER 22, 2015
The post Moderation Doesn’t Mean Mediocrity | #Leadership appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership People Skills Balance corporate employee engagement extremes insight leaders management managers organization success talents6 tips fr The People Skills Coach™ to tap the tangible power of moderation that engages employees, counterbalances forces, reduces risk, & speeds success.
Leadership Gap: Fixing Unintended Trouble You Create
AUGUST 2, 2015
Leaders, when does your leadership gap & how do you fix the trouble you unintentionally create? The post Leadership Gap: Fixing Unintended Trouble You Create appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits Leadership People Skills adaptability communication employee engagement gaps leaders management managers self-awareness
Leadership Hurdle: 5 Human Reasons People Are Drawn to Negativity
FEBRUARY 27, 2016
Leadership Hurdle: Do you know how to counteract the power of negativity? The post Leadership Hurdle: 5 Human Reasons People Are Drawn to Negativity appeared first on KateNasser.com. First, understand these human reasons for negativity's draw. Latest fr Kate Nasser, The People Skills Coach™.
Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills
MAY 24, 2015
The post Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills appeared first on KateNasser.com. Employee Engagement Hiring Talent Hot Topics and New Bits Leadership People Skills accountability communication conflict emotional intelligence hierarchy holacracy influence interaction interpersonal skills management organization risk security Soft SkillsNot so. Here's why.
Experienced Leaders: What Can You Still Discover? | #leadership #peopleskills
OCTOBER 18, 2015
Leadership development from Kate Nasser, The People Skills Coach™. The post Experienced Leaders: What Can You Still Discover? | #leadership #peopleskills appeared first on KateNasser.com. Experienced leaders don't have to become jaded. Add to this long list of what you can still discover!
Leadership Reawakening: People Not Processes Create & Innovate
NOVEMBER 7, 2015
Launch a leadership reawakening. The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership collaboration creativity employee engagement Innovation leaders people skills procedures process driven silos TeamworkLeaders, is your organization process driven. Even addicted to process? Ignite and engage employee innovation this way. People, not process, create and innovate!
Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership
OCTOBER 24, 2016
Whilst I do not proclaim to be a shining example of leadership myself, I am constantly looking for new ideas, knowledge and inspiration that will help me to become ever more effective in my specialism. A colleague of mine told me that I had to see a YouTube clip of him describing his perspective of Leadership – using his naval experience as the context. You can read my column here!
Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills
AUGUST 16, 2015
Leaders, How well do you show leadership strength w/o being harsh? The post Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills appeared first on KateNasser.com. Don't get stuck in the myths of toughness. Insights fr The People Skills Coach™.
Lean Leadership: Go and See for Yourself
JULY 19, 2016
Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since then. I recently came across the Japanese terms genchi genbutsu and genba ; they're both key principles of the Toyota Production System , which comprises Toyota's management philosophy and best practices. Note: Gemba is the romanized version of genba.
The 5 Customer Leadership Competencies Every CCO Must Embrace
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. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies.
Change Resistance: Seek & Replace Crippling Fears | #Leadership
MARCH 23, 2016
We read many leadership posts on change resistance. The post Change Resistance: Seek & Replace Crippling Fears | #Leadership appeared first on KateNasser.com. Careers & Jobs Coaching Professional Employee Engagement Hot Topics and New Bits Leadership Thriving in Change behavior change Change coaching Comfort with change development fear of change leaders organization stuck in fear thriving in changeIn the end, we must find & dispel the fears to succeed. Kate Nasser, The People Skills Coach™.
Workplace Personality Conflicts: Seek Results Not Revenge | #leadership
JANUARY 2, 2016
Leadership people skills checklist from The People Skills Coach™. The post Workplace Personality Conflicts: Seek Results Not Revenge | #leadership appeared first on KateNasser.com. Differing views can fuel success; workplace personality conflicts stifle it. How well are your teams doing?
Leaving a Leadership Legacy
JANUARY 26, 2016
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Long before I asked these questions of the CEO of Mercedes-Benz USA (MBUSA) Steve Cannon, he had publically declared that his leadership legacy would be the transformation of MBUSA from a product-centric culture to one that was customer-obsessed. Declare It – Once you have your leadership destination in mind, make it public.
NPS® Leadership Excellence at Areas USA
MARCH 24, 2017
The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge. Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team. This month I was invited, along with our Customer Success Manager, Andrew […].
Customer Service Leaders: Remove These Morale Killers | #Leadership
APRIL 3, 2016
| Leadership. The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com. Customer Service Hot Topics and New Bits call center communication contact center Customer Care emotional intelligence leaders Leadership management managers morale supervisors Ultimate Customer Service
Modernize Leadership: Engage and Empower
JULY 28, 2016
That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. In this post, I’m examining the shift from: Command and Control to Engage and Empower Here’s […].
Team Building Across Generations – Proven Approach | #leadership
NOVEMBER 17, 2015
The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com. Here's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation!
Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership
DECEMBER 5, 2015
Must read leadership communication checklist via The People Skills Coach™. The post Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits Leadership Listening Power People Skills Soft Skills communication emotional intelligence interaction interpersonal skills leaders listening management managers people skillsImportant employee Insight: Reasons why leaders communicate poorly.
Leadership Bias: Are You Unknowingly Showing Discomfort w/ Diversity?
SEPTEMBER 13, 2015
Is your leadership bias against diversity leaking out in your words & deeds? The post Leadership Bias: Are You Unknowingly Showing Discomfort w/ Diversity? Hiring Talent Hot Topics and New Bits intercultural Leadership People Skills Soft Skills bias discomfort diversity emotional intelligence fear of change inclusion leaders Resistance to Change respect thriving in change trust
Responsible Authenticity Includes Filtering! | #Leadership
OCTOBER 30, 2016
The post Responsible Authenticity Includes Filtering! | #Leadership appeared first on KateNasser.com. inspiration People Skills Soft Skills authenticity communication disrespect interaction interpersonal skills Leadership people skills respect trustAuthenticity is not a permission to be cruel or manipulative. Responsible authenticity includes filtering the the following elements.
Leadership Lessons: Running into the Same Wall
OCTOBER 22, 2015
If you ever wanted to know a little more about me - and my leadership style and challenges - here's your chance. From there, he delves into leadership beliefs and then into the all-important story or challenge that made you who you are as a leader. He follows that up with your epiphany and what you did to overcome your leadership challenge. leadershipand more!
Gaining Leadership Commitment is Your First CX Competency Milestone
NOVEMBER 3, 2015
Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. Gaining leadership commitment to the five competency framework is your first milestone. to ensure that the united leadership team understands the scope of work. One-Company Leadership. This work hinges on c-l-a-r-i-t-y.
Modernize Leadership: Shifting 8 Outdated Management Practices
FEBRUARY 18, 2016
Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Executive leadership Purposeful LeadershipOver the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].
Unite the Leadership Team on Customer Asset Growth
OCTOBER 8, 2015
Is your leadership team united in focusing on customer asset growth? Take these actions in unison across the leadership team. Deliver united leadership communication that focuses on “Customers as Assets.” Evolve leadership messaging from “getting the score” to “earning the right to Customer Asset Growth.”. But it’s not enough to do the math.
Leaders: Nine Chances to Cultivate Employee Maturity | #leadership
JULY 4, 2015
The post Leaders: Nine Chances to Cultivate Employee Maturity | #leadership appeared first on KateNasser.com. Careers & Jobs Coaching Professional Employee Engagement Hiring Talent Hot Topics and New Bits Leadership Balance commitment communication employee engagement employees expectation Growth initiative leaders management managers maturity Mentor supervisors Teamwork
Lasting Effects of Rabid Emotionally Charged Leadership
DECEMBER 6, 2016
Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on KateNasser.com. By Kate Nasser, The People Skills Coach™.