Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Leadership Must Have Consistent and United Behaviors. The culture is defined by actions, not words.

Leadership 238

Leadership Chief Customer Officer Culture Customer Centricity 238

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity Report 283

Horizon CX

DECEMBER 21, 2021

Having a customer-centric mindset, as those of us within the Customer Experience profession tend to have, I’m particularly concerned about how we respond to those recommended measures intended to help mitigate viral transmissions—physical distancing, masks, sanitizers, vaccinations, etc. Spears Center for Servant Leadership Inc.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Leaders in general, but especially those that are leading in Customer Experience roles, are in a challenging position today made even more difficult by the pandemic.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

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

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Leadership 126

Leadership Strategy Customer Experience Customers 126

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. And I agree. Is that odd?

Leadership 227

Leadership Culture Customer Centricity Report 227

Forrester's Customer Insights

MARCH 7, 2024

As a security leader, you need to be seen by customers, colleagues, C-level execs, and the cybersecurity community as helpful, trustworthy, fair, and with a good dose of empathy. Relationships matter. I shared my journey, […]

Communication 60

Communication Leadership Trends Customers 60

Customer Bliss

JULY 1, 2020

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. Listen to the episode & read the show notes ». Leslie Stretch, CEO of Medallia.

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. Yes, I used to be a loyal customer of a particular service platform, which shall remain nameless. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

Customer Bliss

APRIL 9, 2018

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” ” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.”

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

CX Centric

APRIL 4, 2023

At the end of 2022 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity. This research was based on the Customer Centricity Maturity Model (CCMM). When it comes to leadership.

Customer Centricity 52

Customer Centricity Leadership Report Policies 52

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

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. The business of customer service is emotional.

Communication 130

Communication How To Culture Customers 130

Kate Nasser

OCTOBER 17, 2021

These disrespectful behaviors ruin leadership, teamwork, customer experience! The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com. Kate Nasser, The People Skills Coach™, Author, Leading Morale.

Leadership 96

Leadership Customer Experience Customers Communication 96

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

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. In my first attempt as a customer support representative, I was denied any promotion because I was “too valuable” in my current role. Needless to say I felt angry and betrayed after both situations.

Leadership 122

Leadership Customer Experience Call Center Culture 122

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

Kate Nasser

AUGUST 15, 2021

In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly.

Leadership 142

Leadership Employee Engagement Interaction Video 142

SurveyGizmo

JUNE 9, 2021

Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO. Prior to KPA, Brandi had senior technology roles at Level 3 Communications and Location3 Media. About Alchemer.

Leadership 98

Leadership Customer Centricity NPS Feedback 98

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Who's Your Gladys?

NOVEMBER 11, 2014

Best practices Communicating with Customers Customer Service customer service performance Developing People Leadership Marilyn Suttle performance Shifting Moods Customer Service Articles customer service training employee engagement' Is there anything wrong with reminding staff to follow the rules?

Communication 203

Communication Customer Service Training Employee Engagement Leadership 203

Horizon CX

MARCH 25, 2019

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. 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. 2 Sharp Communication.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

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

Gainsight

MARCH 8, 2023

Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” As he explains it, the key to winning in business is simply to be human, communicate openly, and treat those around you with compassion and respect. Look in the mirror. Give more to get more.

Leadership 52

Leadership Financial Conference Communication 52

ijgolding

JULY 4, 2017

In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. Not only am I a regular customer of the global retail giant, I am also a huge fan of the man who founded the company. Leaders start with the customer and work backwards.

Leadership 152

Leadership Customer Centricity Fashion Retail 152

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. 2023 will be all about customer lifecycle management (CLM).

Communication 69

Communication Contact Center Return on Investment System 69

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have.

Communication 126

Communication Strategy Metrics Customer Retention 126

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Calabrio

APRIL 21, 2020

Last week, I talked about some of the inspiring ways our customers are tackling the challenge of coronavirus and strategies Calabrio is using to aid our customer network. 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.

Leadership 130

Leadership Communication Strategy Feedback 130

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. If you have an aspiration to lead or be part of a sustainably customer centric organisation, then you must master the art of COMMUNICATION! “If

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

Adrian Swinscoe

APRIL 11, 2024

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.

Leadership 59

Leadership Employee Engagement Employee Experience Communication 59

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

Customer Bliss

SEPTEMBER 19, 2019

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. The coaching model is an effective and simple tool that laid the groundwork for improved inter-department and patient communication. Connect, Partner, and Reflect.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Kate Nasser

JUNE 7, 2020

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Leadership 95

Leadership Strategy Customer Experience Customers 95

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Experience Customer Service Call Center 141