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 Diamondbacks use several mechanisms to engage employees.

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

Second to None

MARCH 8, 2019

Additionally, research that examined the link between Glassdoor ratings and stock returns revealed that those with high employee satisfaction substantially outperformed the the general stock market by earning 1.35 2] Employee Burnout. percent more returns over the span of eight years. 2,4] [link]. [3]

Study 48

Study Financial Customer Centricity Employee Experience 48

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Website : [link]. Currently working at Qualtrics as a Sr. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

PeopleMetrics

MAY 22, 2015

When employees have too many items on their task lists, too few priorities, and no clear contexts for why their tasks are important—outcomes will be harder to come by. However, if your leadership can verbally commit to a single area of focus, then you’ll empower your employees with the priorities and context they need to be productive.

Strategy 48

Strategy Customer Experience Case Study Employee Engagement 48