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. I believe the latest edition was updated in 2004. Rob created a Shared Values Process/Operating System, which is a training and culture change tool.

Leadership 151

Leadership Guidelines Travel Culture 151

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Qualtrics

OCTOBER 11, 2019

One of the key building blocks to creating a truly exceptional employee experience is cultivating an environment where employees feel free to both share and receive open and honest feedback. Underlying employees’ willingness to converse openly is a solid foundation of trust in the organization and the entire work environment.

Culture 26

Culture Communication Multi-Channel Feedback 26

Retently

OCTOBER 19, 2018

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. What’s more, the CCO will also implement onboarding and refresher CX survey training – both for frontline employees and C suite officers.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. The seven pillars for a great workplace culture. Youtube Channel. KEY TAKEAWAYS.

Culture 52

Culture Employee Experience Multi-Channel Course 52

Storyminers

JULY 6, 2020

She has served clients as an independent consulting partner since 2004. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Jeff helps clients develop customer-focused cultures. Denise went on to head Sony Electronic Inc.’s

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She has served clients as an independent consulting partner since 2004. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Jeff helps clients develop customer-focused cultures. Denise went on to head Sony Electronic Inc.’s

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130