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. Connect with Brandon on his platforms: Website. The types of communication platforms organizations can use. The dark side of always being connected.

Communication 93

Communication Technology Employee Engagement Culture 93

Experience Investigators by 360Connext

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. The best way to do that is to share both data and stories that connect emotionally with leaders.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

BlueOcean

DECEMBER 13, 2022

Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

CSM Magazine

SEPTEMBER 28, 2018

However, many leaders are doing their organizations a disservice by not using Customer Service Week to its fullest potential as a platform for employee engagement that fosters a deeper culture of service. Rather, look at it as a jump-start for longer-term or ongoing initiatives for engaging employees and strengthening the service culture.

Connections 40

Connections Customer Service Strategy Employee Engagement 40

SurveySparrow

OCTOBER 30, 2022

Are you feeling connected to your team while working from home? Do you feel the communication during WFH between your teammates and team leader is good? Do you feel the communication during WFH between your teammates and team leader is good? How frequently is the team leader communicating with you while working from home?

Sports 52

Sports Travel Financial Omni-Channel 52

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. With this feedback, Daniel was determined to communicate his findings and make the customers real to everyone in the organization. . Drive culture change.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. 1) Make sure the right communication channels are in place – Email and phone alone often isn’t enough.

Tips 80

Tips Management Leadership Sports 80

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Experience Investigators by 360Connext

JULY 24, 2019

SportsClips offered haircuts in a sports-themed salon to create an experience for guys, instead of the standard salon serving women. Old systems don’t connect the data between customer and experience. Organizational culture and systems can’t change. Old school businesses often had a culture of “CYA.”

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

NobelBiz

MAY 12, 2022

Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved. What does company culture have to do with growing your business and reaping success?

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture.

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

CSM Magazine

AUGUST 23, 2021

Hence, they comprise the combined aspects of the physical and virtual elements of a game or sport. It may also comprise sending physical items or materials to the online contestants to ensure that they have all the necessities for the sport. A few of these advantages consist of the following: Improves Communication.

How To 52

How To Sports Travel Entertainment 52

Experience Investigators by 360Connext

MAY 5, 2020

Customer experience is directly connected to employee experience. Everybody understands that circumstances have rearranged our promises, but there are still things you can guarantee your team: Clear, honest communication. Maybe the only promise we can make is around how often, and how authentically, leaders will communicate.

Employee Experience 143

Employee Experience Customer Journeys How To Tips 143

C Space

APRIL 28, 2021

We’ve seen Twitch grow from a beloved brand in the gaming community to a powerhouse shaping the cultural zeitgeist, particularly over the course of the last year. sports it’s all about community. One of our partners is Complex, and they tap into this youth culture but also are in touch with gaming, music and eSports.

Entertainment 52

Entertainment Sports Culture Touchpoint 52

Maru Group

JUNE 24, 2020

Companies are trying to keep company culture alive through constant communication but working from home presents unique challenges for different people and some situations are not sustainable. Keeping culture alive. It sounds like all CEOs got the same memo: communicate, communicate, communicate.

Sports 40

Sports Culture Roadmap Communication 40

Experience Investigators by 360Connext

JUNE 28, 2022

Find out what they’re doing to earn that praise and then create the right training, communications, and reinforcement to scale it. If you can’t connect your CX work to business results, it’s time to consider why not, too. Customer experience is a team sport. If not, how can they be included in the future?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Kustomer

OCTOBER 22, 2020

What ESPN fans wanted during the pandemic, was to talk sports. Most sports were on pause for months on end, and the role of the customer service rep shifted significantly. “We We understand what you’re going through and if you want to talk a little sport, we do too, and that’s what we do. And our CSAT reflects that.

Conference 96

Conference Self Service Sports CRM 96

ProProfs Chat

NOVEMBER 20, 2020

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. Do they feel connected to the organization? These factors help you judge the quality of work culture. Social Gatherings.

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Kustomer

OCTOBER 1, 2020

ESPN is a world renowned sports network with an unmatched customer care system. By doing so, not only have they improved customer experiences, but they have made room for fan-to-fan sports discussion. The concept of the “fan” was created as a nickname for customers at ESPN to make a more relatable and human connection to the agents.

Sports 52

Sports Self Service Customer Care Customers 52

inmoment

OCTOBER 24, 2019

Many prefer texting to calling or face-to-face communication. C ustomer feedback across many different industries shows one common thread: People want to connect with the brands they love in more than just a transactional way. We live in a fast-paced and sometimes disconnected, impersonal world. But scores aren’t important.

Sports 40

Sports Retail Video Feedback 40

C Space

JANUARY 18, 2021

For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty. How did 2020 change the rules of engagement between customers and brands?

Engagement 116

Engagement Apparel Financial Automotive 116

ProProfs Chat

DECEMBER 30, 2021

Now connect both the data to create a psychographic market segmentation. As a result, it allows brands to offer better and more relevant customization, not only of products and services but of communication and targeted brand campaigns. A psychographic segment example could be a student interested in purchasing an online course.

Examples 52

Examples Social Media Sports Survey 52

ShepHyken

AUGUST 29, 2016

As a result, many are also rethinking the communications technologies that support those processes. If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

SurveySparrow

APRIL 28, 2023

Consumer behavior is influenced by a range of factors, including psychological, cultural, social, and economic. Researchers have also continued to explore the impact of cultural factors on consumer behavior, including the role of Hofstede’s cultural dimensions theory in shaping cross-cultural consumer behavior.

Consumers 52

Consumers Advertising Social Media Culture 52

ClearAction

OCTOBER 12, 2022

The root cause will be how you are identifying, attracting, and converting your Ideal Customer Profile; and/or what and how you are communicating value; and/or how you are onboarding customers. Communicate to your customers (or partners or employees) that you have an action plan for the key driver that’s causing them pain.

Metrics 62

Metrics Management Effort Score ROI 62

Lumoa

JUNE 14, 2023

According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! Another thing that this email makes evident is the witty and engaging tone of voice that Netflix adopts when communicating with customers. By starting from the inside.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Russel Lolacher

MAY 4, 2021

Sports games easily fall under this category with a focus on wins/losses and stats to show who’s better than whom. James Carson, Simon Sinek wrote a book on the importance of the infinite game mindset over the finite mindset. Those that play with a finite mindset are looking to win something, to defeat someone else, to check a box.

Leadership 128

Leadership Sports Examples Connections 128

Kayako

JANUARY 24, 2018

Organizations often cite lack of collaboration and communication, and silo-ed thinking. Jeff Toister is the bestselling author of The Service Culture Handbook. Customer support works better as a team sport. There’s promises of bots connecting people to right humans when needed—and 86% of consumers expect this.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Russel Lolacher

JUNE 13, 2022

Just sayin’ Connect with them on Linkedin: Dr. Robyn and Keith. the importance of communication. the role of executive and culture in addressing silos. the importance of communication. the role of executive and culture in addressing silos. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts.

Culture 59

Culture Communication Employee Experience Connections 59

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews).

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Russel Lolacher

MAY 15, 2023

Connect with, and learn more about, Tammy on… Facebook – Unlocking Your Best Life Instagram – Unlocking Your Best Life Linkedin Chat with Coach Tammy consultations UYesMethod LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS A definition of what boundaries are. Is it text?

Culture 52

Culture Leadership Communication Consulting 52

Kustomer

OCTOBER 22, 2020

What ESPN fans wanted during the pandemic, was to talk sports. Most sports were on pause for months on end, and the role of the customer service rep shifted significantly. “We We understand what you’re going through and if you want to talk a little sport, we do too, and that’s what we do. And our CSAT reflects that.

Conference 52

Conference Self Service Sports CRM 52

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Russel Lolacher

JANUARY 30, 2022

Connect with our other platforms: Facebook Group. the impacts yelling can have on coworkers and the culture. It’s Relationships at Work, the Employee Experience and Workplace Culture podcast. There were so many other ways of communicating, but it would be very much get in here or have you seen this? Google Podcasts.

Culture 52

Culture Employee Experience Leadership Course 52