ijgolding

JUNE 14, 2017

Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all around the world. Another example is the subject of this, my penultimate article, in the series.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

InMoment XI

FEBRUARY 8, 2023

They must be data-driven with strong financial instinct to convince leadership to change behaviors or to take new actions (building a strong relationship with the CFO and their team is a smart early move). Look for the next article on the other organizational elements that need to be present beyond the CX leader and core team.

Sports 295

Sports Financial ROI Leadership 295

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture. Third, discuss and communicate. If so, then you need to think about why that's happening.

Culture 127

Culture Leadership Employee Experience Communication 127

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. This translates into the precision of a strong customer strategy, supported by a strong communications plan for your organisation. Again I propose a ‘Customer Centric’ culture.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article delivers the answer and much more. This short article will give you much to think about regarding your loyalty programs.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. In the eyes of others, it makes us more human’.

Communication 130

Communication How To Culture Customers 130

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. and the United Nations. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

SurveySparrow

JULY 1, 2022

Companies also struggle with this question, which is why we use leadership competencies to define a good leader. In this article, we will: Talk about 13 leadership competencies divided into 4 areas. Share insights from three experts about the leadership competencies of the future. What is Leadership?

Leadership 52

Leadership Culture Sports Survey 52

Helpt

FEBRUARY 27, 2024

They are the invisible threads that weave together a strong company culture, foster effective teamwork, and empower your team to navigate the ever-changing IT landscape. A positive and collaborative culture fosters trust, motivates employees, and attracts top talent.

Leadership 98

Leadership Culture Communication Exercises 98

Horizon CX

MARCH 25, 2019

Thinking about this reminded me of a good article titled “Key Traits of Effective Customer Experience Leaders” written by freelance writer Aki Merced and published in Tenfold. In her article, she lists several key traits necessary to becoming an effective CX Leader. #1 2 Sharp Communication. 2 Sharp Communication.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

InMoment XI

JULY 12, 2022

This strengthens brand connection and creates a customer-centric culture. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture. The Next Step.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?”

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 76

Employee Engagement Banking Culture Engagement 76

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

ijgolding

JULY 4, 2017

A good friend of mine read the Jeff Bezos article and contacted me shortly afterwards. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by. Bias for Action.

Leadership 152

Leadership Customer Centricity Fashion Retail 152

Gainsight

MARCH 8, 2023

This article was written by Gainsight CFO Alka Tandan and originally published in Forbes. Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” Put People First First things first: What is human-first leadership? Look in the mirror.

Leadership 52

Leadership Financial Conference Communication 52

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with the idea that often we think we know what our customers want, but what they actually want is different. I love that one!)

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

Horizon CX

FEBRUARY 29, 2024

This article explores the implications of perfunctory customer service and the significance of infusing genuine care into customer interactions and examines how businesses can go the extra mile to make customers feel valued and appreciated. Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Playvox

MARCH 7, 2024

On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.

Culture 87

Culture Policies Leadership Guidelines 87

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. For the sake of this article, we’ll simplify things by referring to the CX Team. Hopefully, you’ve built a team of cross-functional, diverse leadership. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. That aims to impact the present and future of CX Leadership. Want to see more articles like this?

Culture 98

Culture Case Study Employee Experience Innovation 98

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Being the champion of women in customer service leadership roles that he is, Shep kindly agreed.

Leadership 87

Leadership Self Service Customer Service Trends 87

SurveySparrow

APRIL 22, 2023

This article explores why emotional intelligence is essential for employee success. Social skills are communicating effectively, building relationships, and working collaboratively. In a leadership role, emotional intelligence is even more important. Empathy is the ability to understand and respond to the emotions of others.

Leadership 52

Leadership Customer Satisfaction Measurement Culture 52

Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? Yet, a renewed focus on communication can improve both company and team culture as well as customer experience.

Culture 69

Culture Tips Company Leadership 69

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. These include degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career. View Article.

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. These include: degree of engagement and commitment to the organization’s success; performance climate, leadership effectiveness, work environment, communication, relationships with co-workers and career. View Article

Employee Engagement 200

Employee Engagement Engagement Survey Leadership 200

ECXO

MARCH 10, 2024

Discovering the Power of Losing and Making Mistakes in CX and EX: Unleashing Your Potential for Self-Development and Leadership! In the context of leadership and self-development, and more specifically in CX and EX, losing and making mistakes is not only unavoidable but also incredibly essential. Sounds odd?

Leadership 52

Leadership Innovation Culture Strategy 52

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post , we know that Culture = Values + Behavior.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. KEY TAKEAWAYS.

Communication 93

Communication Technology Employee Engagement Culture 93

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? When trust is low, there’s more resistance, and communication simply doesn’t work as well. Recognizing and adapting your communication to their Behavior Style. Communicating your sincere interest in that person’s development.

Culture 80

Culture Leadership Communication Sales 80

ShepHyken

MAY 29, 2020

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. As I’ve been writing and talking about customer-centricity, I continue to land on four inputs that feed into and inform a customer-centric culture. Leadership.

Customer Centricity 81

Customer Centricity Culture Customer Journeys Leadership 81

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. It’s most likely a function of the company’s culture.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Thematic

APRIL 12, 2023

In this article, I’ll outline how you can get started with a voice of customer program , including choosing the right time to survey customers and ensuring true understanding of their issues. People sit and have meetings at that table because it's so central to the company culture and values. But companies can do better.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Below the water is a company’s culture. What is Culture?

Culture 59

Culture Contact Center Study Leadership 59