Customer Bliss

JULY 1, 2020

Yamini’s emphasis on leadership has helped HubSpot quickly adjust to a new working style to accommodate the needs of both employees and customers. With his belief that business people are “people serving people,” Tom helps us realize that you need a strong team by your side to usher your company through hard times.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. And I admit, I unquestioningly renewed my service contract with this company. Or it showcases collaboration gaps. At the same time.

Leadership 61

Leadership Communication Customer Retention Sales 61

Customer Bliss

APRIL 9, 2018

Most leadership teams don’t invest in the deep thinking required to answer these questions. Through communication of these commitments and actions they prove to be a powerful “prove-it” leadership strategy. Take these actions in unison across the leadership team. 3 Tips for Creating Leadership Unison.

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Communication. Communication. Consistency. Credibility.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Calabrio

APRIL 23, 2020

In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges.

Leadership 173

Leadership Guidelines Travel Resources 173

One Millimeter Mindset

SEPTEMBER 11, 2018

Social communication etiquette is going over the top. In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. This strategy continues our social communication. No pitching.

Communication 167

Communication Social Media B2B Conference 167

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

OCTOBER 6, 2015

Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.

Leadership 200

Leadership Communication Management Company 200

InMoment XI

OCTOBER 6, 2015

Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.

Leadership 200

Leadership Communication Management Company 200

InMoment XI

OCTOBER 6, 2015

Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.

Leadership 200

Leadership Communication Management Company 200

Magellan Solutions

JANUARY 17, 2024

Finding ways to improve company culture is crucial for success. It impacts everything, from performance to how the company is perceived. Imagine a company where everyone feels valued, listened to, and inspired to contribute. Magellan Solutions offers seven effective approaches to improving company culture.

Culture 52

Culture Company Leadership Training 52

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Amid an economic slowdown and renewed emphasis on profitability, it’s become apparent that companies need not just strategic solutions but also new ways of managing and supporting people. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.”

Leadership 52

Leadership Financial Conference Communication 52

SurveyGizmo

JUNE 9, 2021

Prior to KPA, Brandi had senior technology roles at Level 3 Communications and Location3 Media. We are excited to have Brandi join our leadership team,” said David Roberts, CEO of Alchemer. The post Alchemer Adds Former KPA CTO to Leadership Team appeared first on Alchemer.

Leadership 98

Leadership Customer Centricity NPS Feedback 98

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

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Horizon CX

MARCH 25, 2019

2 Sharp Communication. A skilled CX leader transforms ideas into messages, may it be in the form of verbal or written communication. Model CX leaders can communicate with team members and customers with ease and confidence. Use various communication channels. Great communicators have a great deal of empathy.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

ijgolding

JULY 4, 2017

It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work. The company I have perhaps mentioned more than most is Amazon. Fourteen leadership principles seems like a lot!

Leadership 152

Leadership Customer Centricity Fashion Retail 152

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. Even companies operating with remote employees are learning this. In this article, we will explore three ways to bring more humanity into your customer communication.

Communication 130

Communication How To Culture Customers 130

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retune Internal Communication.

Communication 126

Communication Strategy Metrics Customer Retention 126

Calabrio

APRIL 21, 2020

As leaders, our role is to help our people understand what is going on—with our company, our employees and partners, and within our communities. My feeling is that right now, we cannot just nurture communication; we need to focus on overcommunication. Read our communication practices in full on TMCnet.

Leadership 130

Leadership Communication Strategy Feedback 130

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

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

Communication 70

Communication Contact Center Return on Investment System 70

SurveySparrow

AUGUST 16, 2020

What Richard was missing was an effective leadership assessment. The most important leadership skill is to know yourself. The best leadership quality is not confidence or aggressiveness or any one personality trait, but how a leader adapts their own nature into their leadership style. What is a Leadership Assessment?

Leadership 97

Leadership How To Survey Feedback 97

Talkdesk

AUGUST 28, 2020

Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Everything about the company was great: the innovative spirit, the growth mindset and, more importantly, the fact that they didn’t look at me any differently for being a woman.

Leadership 122

Leadership Customer Experience Call Center Culture 122

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. What can we learn from Arne and other companies in communicating with our customers? security crises (e.g.,

Communication 143

Communication Fashion Hospitality Financial 143

Magellan Solutions

DECEMBER 11, 2023

He observed that call centers catered to Fortune 500 and 1000 companies. He recalls the early days when the company operated from a home office. The company’s original vision revolved around partnering with a U.S.-based We started working with a company that specialized in voice recognition services.

Leadership 52

Leadership Industry Call Center Culture 52

Customer Bliss

SEPTEMBER 19, 2019

This is a great episode for leaders across all industries, especially those who are the first in their company to lead this discipline. Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. Connect, Partner, and Reflect.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval. Practicing Leadership Bravery by Trusting Employees. Hiring is frenzied with nearly 11.3

Case Study 139

Case Study Culture Study Company 139

Russel Lolacher

MAY 4, 2021

Truthfully, your legacy isn’t in the milestones you’ve achieved, or the money you’ve saved the company or the big events you planned, it’s in the people you’ve impacted by how you made them feel and the health of the organization. The post What Will be Your Leadership Legacy? TRUE LEGACY. Great leaders do.

Leadership 128

Leadership Sports Examples Connections 128

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

Russel Lolacher

APRIL 17, 2023

In this episode of Relationships at Work, Russel chats with communications expert and candour advocate Lisa Bloch on intentionally bringing candour into workplace communications. She is the Senior Director of population health communications at Mount Sinai Health System. When I was in my, I guess, you know, mid to late 20s.

Communication 52

Communication How To Leadership Meeting 52

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Data 56

Data Leadership Company Culture 56

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. This would have an influence on the company’s overall reputation.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. This would have an influence on the company’s overall reputation.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. One of the most crucial foundational steps in customer leadership is creating a system for gathering data and feedback.

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Blake Morgan

AUGUST 29, 2023

                 Running a contact center is one of the most challenging processes f or a company when offering a unique and positive customer experience. Square is a publicly traded company providing financial, payment, and marketing services for businesses. So, what makes running one so difficult?

Contact Center 52

Contact Center Leadership Strategy Management 52

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. These days, tools are everywhere, and CJM has grown in strategic importance.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100