Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. In 2011, she co-founded the Customer Experience Professionals Association , an industry group that has now over 4,000 members. Her blog is widely recognized as one of the top blogs on CX.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. The importance of leadership buy-in. You need leadership support. Storytelling’s importance. You’re going to be a change agent.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

Customer Enthusiast

OCTOBER 26, 2018

We were given an exclusive peek behind the curtain into Comcast’s products, services, support, and culture. It needs to be actuated: modeled by leadership, embedded in the hiring and onboarding processes, and integrated into its performance management system. Doing so propels the culture to manifest itself.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. If the leadership is referring to shareholders exclusively, the customers are forgotten. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. It’s starting to be ingrained more in our culture, our leadership buy-in. Jodi Phillips (05:25): So again, I think it goes back to our leadership and our organization, with that stronger focus on that healthy side of our business. Lynn Daniel (01:11): Okay, great.

Effort Score 111

Effort Score Leadership Groups Communication 111

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Culture co-existence of Imposter Syndrome vs unearned confidence. Psychological safety and corporate culture’s role in addressing this issue.

Culture 111

Culture Study Leadership Employee Experience 111

Experience Investigators by 360Connext

MAY 20, 2015

In fact, customer complaints via social networks has nearly doubled from 19% to 35% since 2011. Their leadership team is made up of people who are working together and leaving egos at the door. Customer-centric Culture & Communications. And much of that culture starts with communication. Don’t believe me?

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. I call that One-Company Leadership. ” — Margie.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

PeopleMetrics

AUGUST 25, 2014

In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. Because it’s emphasized at the leadership level, we embrace the culture of taking the client needs into consideration when all decisions are made. It’s just how we do business.

Customer Centricity 124

Customer Centricity Tips Feedback Customers 124

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. How to make processes and meetings organic and moving towards One-Company Leadership. How Mark was awarded his role. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Hero Digital

APRIL 15, 2019

In 2011, a McKinsey Global Institute report celebrated the potential for big data: “…we are on the cusp of a tremendous wave of innovation, productivity, and growth, as well as new modes of competition and value capture…”. Being data-driven is first and foremost about process and culture. Partnership.

Data 64

Data Analysis Analytics Report 64

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Raising an NPS isn’t easy.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Service Untitled

AUGUST 27, 2012

Every employee should be trained in customer service; monitored and evaluated with the ultimate purpose of improving student achievement, school culture, and in the positive development of teaching and learning relationships. How to improve customer service in the digital world Wachovia turned into Wells Fargo in March 2011.

Customer Service 61

Customer Service Handbook Hospitality Conference 61

C Space

JULY 27, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. 7, 2011, also on ESPN. But the painstaking archival work the cultural institution had been doing over the past several years came to its rescue. The game peaked at 8:30 p.m. EDT with 4.48

Brands 52

Brands Transportation Fashion Sports 52

Smith+co CX

JANUARY 30, 2018

And no wonder; it is because leadership teams are becoming increasingly obsessed with quick wins and superficial solutions rather than the honest work of deciding where to invest in order to create real value for customers. Over the last two decades, we have strived to ensure that our approach is centred on these three things. 2018 and You.

Culture 28

Culture Leadership Airlines Brands 28

Natalie Petouhof

SEPTEMBER 1, 2016

[i] “Managing Bad News in Social Media: A Case Study on Domino’s Pizza Crisis”, Jaram Park, Meeyoung Cha, Hoh Kim, Jaeseung Jeong, Graduate School of Culture Technology, KAIST, from Proceedings of the Sixth International AAAI Conference on Weblogs and Social Media, 2012, https://www.aaai.org/ocs/index.php/ICWSM/ICWSM12/paper/download/4672/4994 ‪. [ii]

ROI 45

ROI Social Media Airlines Customer Service 45

Currency Alliance

APRIL 23, 2019

The Pick n Pay Smart Shopper loyalty scheme was launched by Steve in 2011 and quickly became the leading loyalty program in the country – in large part because of constant innovation and relevant partnerships with complementary brands. How did the program evolve under your leadership? About Currency Alliance.

Loyalty 40

Loyalty Marketing Loyalty Programs Brands 40

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Qualtrics

OCTOBER 8, 2019

After all, why leave to do an MBA to try to find another company with the same culture, DNA, and success (if it existed)? The people are kind and want to help each other and really try to embody our “One Team” culture. At work, I have loved discussion groups we do through our Women Leadership Development committee.

Sales 20

Sales Culture Fashion Consulting 20

ChurnZero

SEPTEMBER 16, 2019

The Timmys finalists in this category are chosen for their innovation, forward-thinking leadership and work environment. tech community and look forward to continue to foster a culture of innovation and collaboration as our team expands.”. We are grateful for the recognition by the Timmy Awards and the local D.C.

Entertainment 8

Entertainment Innovation Culture Touchpoint 8

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. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Service Untitled

SEPTEMBER 8, 2010

Senior leadership must motivate employees by nurturing career development, integrity, and dedication. It’s time to give back some of that money and let people know they matter – unless of course a disengaged workforce is in your 2011 goals Kathy Clark said: Sep 09, 10 at 8:58 pm I agree.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Godard was named to the Tech 50 list by Crain’s Business Chicago in September 2014 and to the Chicago Entrepreneur Hall of Fame in 2011.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

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. Transforming the design landscape since 2011, Sketch continuously upgrades itself for the newest technical environments.

Company 19

Company Software Analytics Sales 19

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. 58% of leadership teams support, endorse, and champion CX. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Gainsight

FEBRUARY 13, 2023

While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help keep both business and personal communication alive and well in a brief but deadly era when face-to-face proximity was actively dangerous.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

PeopleMetrics

JANUARY 28, 2021

I joined PeopleMetrics in 2011, so I'll hit the 10 years milestone at PeopleMetrics very soon and I'm really happy about it. Gary runs Reason Research, Kate is heading Culture, Diversity and other things at Lincoln Financial Group. Ripal, you joined right around 2011. Sean's right - you need to start with leadership buy-in.

Feedback 62

Feedback Customer Experience ROI Industry 62

C3Centricity

AUGUST 12, 2019

Procter & Gamble and Teva Pharmaceutical Industries announced the creation of a joint venture in consumer healthcare in 2011. But Microsoft too failed when Bill Gates handed the company leadership over to Steve Ballmer. These are usually based on basic human needs , which cut across cultures. Expand your business model.

Innovation 136

Innovation Healthcare Brands Consumers 136

Help Scout

APRIL 11, 2019

Absence is a great measure of leadership effectiveness. But in hindsight, it’s exactly what I needed to understand my leadership strengths and weaknesses. Role #1 (2011-2015): Talk to customers, build the product, repeat. Role #2 (2015-2017): Build a team; cultivate core values and a culture people want to be part of.

Leadership 40

Leadership Communication Culture Connections 40

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I focused on workplace culture and structure, and their impact on GE’s overall performance”. On leading GE’s first Six Sigma projects. “I

Groups 30

Groups B2B CRM Culture 30

Qualtrics

NOVEMBER 21, 2019

Samantha believes that collaboration is critical to great leadership and even more pivotal to great EX ( employee experience ). We just launched a leadership academy and it’s for everyone – not just a select few.”. Judith has been at the forefront of the culture change movement in technology and entertainment.

Omni-Channel 22

Omni-Channel Retail Entertainment Leadership 22

Amity

AUGUST 5, 2016

I joined Achievers as a CSM in January 2011 and managed a portfolio of accounts across all industries (one of the nicest things about our solution is that it’s industry-agnostic -- all employees from all industries want to feel appreciated). " What does the culture of Customer Success look like at Achievers?

Customer Success 48

Customer Success Culture Customers Meeting 48

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale. At Jobber, we really care about culture.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

Experience Matters

APRIL 7, 2015

Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices. It’s the first trait we look for when hiring and it’s ingrained in our company culture.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

LiveChat

JANUARY 25, 2018

I wrote my undergraduate thesis about Bitcoin and the larger implications of open source finance in 2011. However, even though they (or, let’s say, their customers) needed new support agents desperately, they didn’t want to hire someone who would not fit their company’s culture. Coinbase recruitment process. I was Coinbase’s 30th user.

Training 44

Training Meeting Course Examples 44