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 was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 313

Culture Sports Employee Engagement Leadership 313

Retently

JULY 28, 2023

How do you approach customer happiness in your company? 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?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Is it poor leadership? and ‘how are we going to continue to make our purpose a reality?’; Is it fear of change?

Case Study 191

Case Study Retail Study Policies 191

Russel Lolacher

SEPTEMBER 30, 2019

” I’ve been explaining “The UPsell” brand with these responses since 2009. S for Serving Your Customers – nurturing an intentional customer-centric environment that meets and exceeds customer expectations to build a long, mutually beneficial relationship. Doesn’t happen.

Brands 45

Brands Leadership Course Sales 45

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Annette Franz.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132