Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall sets the tone for his organization.

Culture 313

Culture Sports Employee Engagement Leadership 313

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

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. The insights provided were so good, it felt like a crime keeping it to ourselves…especially knowing this is one of the greatest hurdles we face as a community. Old school, cheesy, but totally on-point.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. Executive Connection” will be the new CS superpower My second takeaway from TSIA ties right into the idea of CS as a cross-functional sport.

Sales 106

Sales Marketing Sports Customer Journeys 106

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

Experience Investigators by 360Connext

APRIL 23, 2024

It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Customer Bliss

NOVEMBER 1, 2018

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. A delightful CX meant that they were to develop a value system around uplifting other people.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Find out what they’re doing to earn that praise and then create the right training, communications, and reinforcement to scale it. Customer experience is a team sport. How did we earn this criticism?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Team Support

MARCH 20, 2020

1) Make sure the right communication channels are in place – Email and phone alone often isn’t enough. 2) Be extra clear with your internal communication – With all your team on the same software, it’s a great place to let them know what you need. Here are 7 tips for managing a remote customer support team….

Tips 80

Tips Management Leadership Sports 80

Qualtrics

APRIL 6, 2020

St John Ambulance needed to find a way to connect with its team to ensure they are ready and capable when called upon by health services. St John Ambulance’s approach to this challenge in Granville is a combination of technology, leadership, and informal, virtual meet-ups. Uncovering insights to take action at scale. Learn More.

Connections 42

Connections Sports Healthcare Feedback 42

C Space

FEBRUARY 12, 2020

Loyal in how the brand that communicates something about me that’s deeply personal and deeply emotional. The brands who get it right are building a sense of connection that’s deeply based on self-expression and values. What’s a great company that connects with people’s identities? It connects on an individual level.

Brands 52

Brands Marketing Sports Exercises 52

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. It starts inside the business - communicate, communicate, communicate and educate, educate, educate.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Innovative CX

APRIL 16, 2020

We shook hands, attended sporting events and anticipated the warmer days of Springtime. Our desire to remain engaged and connected with one another precipitated new approaches and methods to do so. We re-connected with dear friends through virtual happy hours via “Zoom”. Leadership Presence. Communicate.

Effort Score 59

Effort Score Metrics Sports Guidelines 59

ProProfs Chat

NOVEMBER 20, 2020

Do they feel connected to the organization? An employee engagement survey analyzes an employee’s involvement using the following parameters: Leadership. Hence, leadership is a prime parameter of an employee engagement survey. Effective Workplace Communication. How frequently do you communicate with your managers?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

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

C Space

SEPTEMBER 21, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Nearly eight in ten (77%) of the sports videos uploaded to Twitter between Jan. 1 and Sept. In the U.S.,

Brands 40

Brands Sports Fashion Video 40

One Millimeter Mindset

SEPTEMBER 19, 2018

Does your organization make customer retention ownership a spectator sport or a game of hot potato? Click on this link. ” Babette Ten Haken’s One Millimeter Mindset speaking programs showcase how profitable collaboration catalyzes purposeful, innovative personal development, leadership communication and business growth.

Customer Retention 71

Customer Retention Sports Leadership Sales 71

Lumoa

OCTOBER 31, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. All will take leadership deeply committed to customer experience as a significant marketplace differentiator.” It starts inside the business - communicate, communicate, communicate and educate, educate, educate.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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.

Conference 96

Conference Self Service Sports CRM 96

Russel Lolacher

SEPTEMBER 27, 2022

Fun fact: he’s the oldest of five so he’s been doing the leadership thing for a while. Connect with Reagan on his platforms: Linkedin. As a new leader, where to look for examples of leadership. What triggers someone to understand the importance of modelling good leadership. When to start demonstrating your leadership.

Examples 52

Examples Leadership Training Conference 52

Seaton CX

NOVEMBER 1, 2022

Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. But CX is a team sport, and we need them to put on a uniform—and commit time, people, or money to the project. Stage 2 – Skepticism: “Is CX right for me?”. This is the New Year’s Resolution stage.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Horizon CX

DECEMBER 31, 2018

The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy. Targeted outreaches instead of mass data collection can be more effective.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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.

Conference 52

Conference Self Service Sports CRM 52

C Space

FEBRUARY 12, 2020

And there’s a good chance they’ll have a stronger emotional connection with the Fender brand, too. Bernie Banks: Leadership is Influence. Bernie Banks: Leadership is Influence Subscribe to the Outside In podcast: Leadership is not a role. He’s the Associate Dean for Leadership. It’s a process. So says Bernie Banks.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Kustomer

JANUARY 21, 2021

All too often, companies find themselves having to solve more complicated issues in B2B communications, sometimes forgetting the human at the other end of the interaction. But with the other Duke connection, I actually played on a youth team of Trajan Langdon who played at Duke for four years. I love sports. Well, hey man.

B2B 95

B2B Company B2C Customer Centricity 95

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Alicia Tillman – Tillman is the Chief Marketing Officer (CMO) of SAP and has 20 years of hands-on marketing executive leadership and general management experience.

Brands 33

Brands Leadership Consulting Travel 33

C Space

APRIL 21, 2020

Entercom , a leading multi-platform audio and entertainment company, has launched “Stay Connected” ( #StayConnectedTogether ), a public service initiative to unify the company’s crisis response across its 235 broadcast brands and expansive digital platform to meaningfully impact public health and well-being.

Brands 52

Brands Hospitality Entertainment Healthcare 52

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Zappos also uses analog personal communications with branded thank-you notes decorated with employee-created doodles. Personalize, Personalize, Personalize.

Technology 54

Technology Brands Voice of Customer Communication 54

SmartKarrot

JUNE 24, 2021

Success Hub is a free community from PracticalCSM for all aspects related to customer success career development, management training, process, research, and more. You get access to some awesome events featuring industry honchos, thought leadership zones, and more. . BreakoutCS is a great community for Customer Success Leaders.

Customer Success 17

Customer Success Resources Leadership B2B 17

Russel Lolacher

JANUARY 30, 2022

Connect with our other platforms: Facebook Group. how yelling can be addressed from leadership and as the yeller. There were so many other ways of communicating, but it would be very much get in here or have you seen this? Yelling at work, whether it’s disciplinary, whether it is just the way you communicate.

Culture 52

Culture Employee Experience Leadership Course 52

C Space

JUNE 29, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Like Twitch, Trovo sports a carousel showcase of live channels, sidebars for chat with other viewers and channel recommendations highlighting the most popular active creators.

Brands 52

Brands Social Media Advertising Sports 52

Qualtrics

NOVEMBER 13, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. If you’re into sports, the town is crazy about the Utah Jazz, and we also have professional soccer teams and the SLC Bees, the Angels’ AAA baseball affiliate, whose games often sell out.

Management 20

Management Sports Leadership Travel 20

Avaya

OCTOBER 31, 2016

Barely any systems were connected and, more importantly, there were virtually no platforms that enabled customer data to be seamlessly collected or shared for marketing purposes. That’s a lot of data, and it all drives the customer communications experience that the CMO is responsible for. 2017, we’re ready for you.

Technology 40

Technology Marketing Social Media Entertainment 40

C Space

SEPTEMBER 17, 2020

But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. In an open letter a week later, commissioner Warren said the decision to postpone the fall sports “will not be revisited.”

Brands 40

Brands Sports Retail Conference 40

Avaya

AUGUST 31, 2016

By automating information, simplifying processes and connecting more objects through the Internet of Things (IoT), businesses can transform from the inside out. Because research shows that the IoT will consist of more than 34 billion connected devices by 2020. Digital Transformation: A Mindset Fueled by Technology.

Innovation 47

Innovation Sports Hospitality Healthcare 47

Kustomer

MAY 6, 2021

A New Communication Channel. Wade Radcliffe was the Director of Business Development at Streem , a company that offers a visual layer to the world of CX, and understands the need to integrate multiple channel communication. When one starts to paint with their words, that’s when visual communication should come into play.

Video 98

Video Contact Center Communication Examples 98

C Space

JULY 13, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. There’s a stigma around food insecurity that shouldn’t be there,” said Jessica Appelgren, vp of communications for Silicon Valley-based Impossible.

Brands 52

Brands Government Fashion Groups 52