ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. The short answer is: all of them.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Prior to these roles, Lillie held several leadership roles in the U.S. That’s this episode. About Brian. The CIO to CCO transition.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

CX Journey

MARCH 8, 2016

While a "great place to work" might be in the eye of the beholder, I have my thoughts on what drives a great employee experience and what comprises an employee-centric culture. Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%.

Employee Experience 80

Employee Experience ROI Study Consulting 80

West Monroe

DECEMBER 11, 2022

During the 2008 downturn, Forbes columnist Tim Bajarin asked Intel’s CEO what the company would do given the economic reversal. Fortunately, today’s financial institutions are better positioned to make these investments than in 2008, largely because banks are more prepared than they were during the Great Recession.

Banking 52

Banking Marketing Self Service Financial 52

CX University

MARCH 22, 2018

CX is not a tool; it is a creed, a creed that McKinsey asserts “…require organizations to make cultural changes and to rewire themselves operationally and financially.” How can we create a unified cultural and operational change at the highest level? CX is not like a sales methodology, or a new technology.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

Chattermill

MAY 12, 2019

Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

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. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

Gamification 40

Gamification B2B Guidelines Government 40

West Monroe

JANUARY 25, 2022

Build a mutually understood data culture. When banks do this right, leadership teams create a scalable digital foundation, better deploy human capital, improve client experience starting in the back and middle office, and accelerate growth. More important, they need leadership that understands and accepts new flexible approaches.

Banking 52

Banking Financial Trends Multi-Channel 52

ijgolding

JUNE 25, 2017

The initiative was officially launched in 2008. That authority will have an effect of driving them to focus on the customer indefinitely, and that is what sustains a customer centric culture. The post How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture appeared first on I J Golding.

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bill is an award-winning speaker, blogger and writer in the areas of customer service for front-line associates and leadership for managers. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Magellan Solutions

JULY 5, 2021

Hence, their main tagline is “ We put culture in the forefront ”. Passion – We protect our Culture: We deliver from our “core” – Truly amazing people. Trained and Managed with Western leadership it has become our mission to provide excellent low cost voice and non-voice services to our clients.”.

Call Center 40

Call Center Company Omni-Channel e-support 40

SmartKarrot

APRIL 13, 2020

Their belief in the ‘creativity’ of their engineers and the ‘culture’ of their organization proved to be productive in creating multiple products and apps for agents, managers, end customers, and developers. The ‘haven for programmers’ – GitHub has been providing its services through a SaaS model since 2008. Engineering.

Company 19

Company Software Analytics Sales 19

Michel Falcon Experience

MARCH 23, 2023

Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture Podcast. I learned how to run meetings in about 2008, but of course, things change, things evolve.

Meeting 60

Meeting How To Culture Video 60

Kustomer

NOVEMBER 12, 2020

I think I’ve fallen into a technical support role and leadership role kind of by accident, but that’s kind of life too. And this is back in 2008, 2007, and YouTube was only a year old. Process is what everyone’s chasing in a leadership role. ” Start at the top. What comes to mind? Derek Hixon: (02:57).

Data 52

Data Tools Innovation Video 52

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. Keep in mind that Mr. Whitehurst led his company from $500 million annual revenue in 2008 to almost $3 billion, a 500% gain, in less than ten years.

Customer Experience 74

Customer Experience Government Policies Innovation 74

Bold360

DECEMBER 1, 2016

Under his leadership at Dupray , he has managed to expand the brand to 6 countries and to increase website traffic by over 5000%. Providing a great customer experience is first a function of culture. When the culture supports providing a great customer experience, then the software is very helpful. Matthew Mercuri. Dupraysteam.

Software 40

Software Customer Experience Company CRM 40

Brandwatch CX

JANUARY 28, 2019

Parliamentary Role: Shadow Culture Secretary. He’s also been using the platform since 2008, so he knows what he’s doing. After an aborted leadership run and his rebel EU bill that got three frontbenchers fired, he’s become one of the most recognisable politicians in the UK. Tom Watson ( @tom_watson ).

Social Media 84

Social Media Tools Policies Meeting 84