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. Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009.

Culture 313

Culture Sports Employee Engagement Leadership 313

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). clearly communicates goals to all employees and links individual goals to corporate goals.” clearly communicates goals to all employees and links individual goals to corporate goals.”

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. More CEOs made use of stories to communicate compelling visions.

Leadership 80

Leadership Innovation Customer Insights Tips 80

Lumoa

JANUARY 23, 2018

They expect actions and communication. Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase. And we mean it.

Analytics 304

Analytics NPS Financial Analysis 304

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. Texting fits the bill as an easy to use communication platform.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Amity

APRIL 7, 2016

But these are all simply part of a CSM’s broader talents for strategic planning, cross-functional communication, and collaboration. What Happens When Customer Success Reports to Executive Leadership? Executive Leaderships Needs to be Invested in Customer Success Before Anyone Else.

Customer Success 69

Customer Success Leadership Sales Report 69

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. launched a legitimate Lithium community instance early in 2006. Candidly, we launched our very own community instance too early! The Lithosphere: Through an Employee’s Eyes.

Gamification 40

Gamification B2B Guidelines Government 40