Beyond Philosophy
FEBRUARY 19, 2019
Her new book, The Shopping Revolution: How successful retailers win customers in an era of endless disruption , details her experience as Director of the Patty and Jay H. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Retailers weren’t really thinking about customers.
ShepHyken
MARCH 21, 2017
What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. What are the qualities of a customer-focused employee?
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Totango
JANUARY 22, 2018
VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. Christina Kosmowski.
Totango
JANUARY 22, 2018
VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Head of Customer Success. Christina Kosmowski.
Customer Bliss
JULY 26, 2016
In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. 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.
ijgolding
NOVEMBER 29, 2016
Over the last twenty years, Customer Experience as a strategic way of working has steadily increased in prominence. Here are my top five reasons behind the failure to commit: Leadership failing to ‘operationalise’ Customer Experience – as the saying goes, ‘talk is cheap’ – no-one ever changed anything just by talking about it.
Avaya
NOVEMBER 2, 2016
Another area where Avaya and our channel partners have combined efforts is through our persistent focus on customer satisfaction. Avaya’s Net Promoter Score (NPS) has risen to an outstanding 58—up nearly 40 points since 2011—reflecting our increasing customer satisfaction and loyalty.
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