TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. This question, of course, has two dimensions.

Leadership 86

Leadership Self Service Customer Service Trends 86

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Original Article by Jon Arnold. Customer Experience Strategist at Genesys, respectively.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

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. KEY TAKEAWAYS. The balance between results and humanity.

Leadership 52

Leadership Culture Exercises Airlines 52

Customer Bliss

JANUARY 18, 2018

Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth. She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . Of course, there were some first year challenges.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Green’s books The Trusted Advisor and Trust-Based Selling. About Mark. I loved working with Mark!

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Customer Bliss

APRIL 23, 2021

And, of course, I appreciate Global Gurus for including me on the list once again!) . My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

CSM Magazine

NOVEMBER 8, 2021

The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Having to start your leadership development in college is both an asset and a problem. What should you do to enhance your leadership skills, and how to find your style? Attend Classes Related to Leadership and Management.

Leadership 52

Leadership Tips Communication Groups 52

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. ” Just like a book club, pick a podcast and get together once each week to discuss it. Online CX Courses. Think about your own experiences as a customer. On-site CX Workshops.

Training 197

Training Course How To Healthcare 197

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. If you have to, this means you have a problem or an unanswered question.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. We should then use those strengths in our leadership. Of course, I don’t think having a chain of command is bad. Usually, not much.

Leadership 78

Leadership Call Center Loyalty Course 78

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. What if they looked beyond the competition?

Industry 156

Industry Hospitality Customer Service Training Leadership 156

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. Without authentic communication servant leadership is impossible.

Leadership 56

Leadership e-support Government Study 56

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. This helps with silos too, of course. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. They just sent something out.

Leadership 0

Leadership Customer Experience Report Innovation 0

Customer Bliss

NOVEMBER 27, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters. Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Playvox

MARCH 7, 2024

Women’s history is a book full of contrasts. The discovery journey of understanding the challenges of your workplace relies on a profound reflection on rethinking leadership models, encouraging support, and active listening. It should be something that is discussed every day.

Culture 87

Culture Policies Leadership Guidelines 87

Customer Bliss

DECEMBER 26, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 203

Chief Customer Officer Effort Score Survey Automotive 203

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

transcosmos Information Systems

FEBRUARY 16, 2016

Many books and courses on leadership make the fundamental error that leadership is a quality that resides with the manager, when in fact it is defined by the followers. Leadership is like a mirage it exists in the minds of the followers but seems to be reflected onto the manager. to condition the followers.

Leadership 48

Leadership Consulting Training Course 48

Customer Bliss

APRIL 16, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Customer Bliss

JANUARY 3, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Customer Bliss

DECEMBER 4, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

Customer Bliss

FEBRUARY 19, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Alida

APRIL 27, 2018

Practice mindful leadership. “Leadership matters. ” Mindful leadership is about managing change, staying resilient and inspiring growth to create happier employees and better workplace ecosystems, which leads to improved productivity. Improve the change fitness of leadership and the organization.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Customer Bliss

DECEMBER 18, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Banking 166

Banking Chief Customer Officer Video Course 166

ShepHyken

JANUARY 15, 2024

It’s a matter of choosing the dominant mindset that determines the course of one’s performance and career over time. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.

Sports 80

Sports How To Exercises Culture 80

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld’s book is an attempt to get users back on track. Buy his book! ” .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Customer Bliss

SEPTEMBER 11, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. When we brought the leadership team together, what they were initially defining was their sales cycle and their independent and internal goals from a customer standpoint.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

Uniphore

DECEMBER 6, 2021

” Becoming a truly respected leader, therefore, requires a strong mindset and a particular set of leadership skills , including: 1. Management competency and strong leadership are central to the success of any contact center. Of course, you need to do the right thing. Experience on the Frontline. Management Competency.

Contact Center 130

Contact Center Leadership Training Technology 130

CSM Magazine

FEBRUARY 7, 2024

Whether you’re an early bird who devours course materials with your morning coffee or a night owl who hits the books after the kids are in bed, online programs are structured to fit into your unique schedule. Flexibility meets the demands of working professionals One of the biggest draws of online education is its flexibility.

Case Study 52

Case Study Course Study Customer Satisfaction 52

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Customer Bliss

FEBRUARY 26, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. .

Chief Customer Officer 172

Chief Customer Officer Video Course Leadership 172

Steve DiGioia

OCTOBER 12, 2020

As a matter of fact, A survey conducted by Trinity Solutions and published in author Harry Chambers’ book, My Way or the Highway , showed that 79 percent of respondents had experienced micromanagement. There are no hourly supervisors or employees in leadership roles. It all went through the BWY manager. So, they flounder.

Guidelines 213

Guidelines Leadership Management Communication 213

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60