Leadership Sets the Tone of the Culture

ShepHyken

To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this. He learned about how to treat the company’s customers with dignity and respect. Leadership sets the tone.

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture.

The importance of customer culture – an interview with Chris Brown

ijgolding

As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. However, towards the end of the 90’s, HPs leadership changed.

Value-add leadership development for customer experience

Customer Bliss

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development.

Why Culture and Engagement Trump Everything

Integrity Solutions

Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. Employee engagement is now widely viewed by most companies as an important driver of productivity, retention and results.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. Their cultures are rooted in strong core values, as should yours.

Creating a collaborative contact center culture

TechSee

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

Contamination Alert! How to Purify a Toxic Workplace Culture

Experience Investigators by 360Connext

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. Do you think your culture might be toxic? They protect bad leadership.

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

Customer Bliss

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. Leadership Must Have Consistent and United Behaviors. The leadership team must model new behaviors in how they lead.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? Zak notes that, where there’s high trust, employees are more productive, energetic, collaborative and more likely to stay longer with the company.

Transform Your B2B Company From A Product-Centric Culture to Customer-Centric Culture with Sami Nuwar – CB79

Customer Bliss

How do you transform the culture and operations of your company to benefit the lives of your customers? He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience.

Guest Blog: Culture Starts at the Top

ShepHyken

This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. Today, I want to talk about how to get the right culture in your organizations. How Leaders Create Culture.

Overcome Leadership Bias: 5 Common Types and the #1 Solution

Experience Investigators by 360Connext

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. I love to work with companies experiencing growing pains. Brand Culture

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

Culture change underpins all other aspects of customer experience transformation – in this article, I am delighted to share with you my top 7 tips to achieve it based on my experiences both on the inside and outside of organisations in a multitude of industries all over the world.

The 14 Leadership Principles that Drive Amazon

ijgolding

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.

The 3 Big Old Secrets Of Accountable Leadership

Customer Bliss

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.

The Culture Perception Gaps

CX Journey

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. That's not the Culture Perception Gap, though.

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the pace of change.

The Power of Company Culture

Amity

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture?

An Ugly Uber Lesson In Organizational Culture

Experience Matters

In a recent Fast Company article, This Is What Caused Uber’s Broken Company Culture, Uber was described as having a… “Hobbesian environment” where “workers are pitted against one another and where a blind eye is turned to infractions from top performers.” ” While I haven’t investigated Uber’s actual culture, it’s worth examining what could have caused this type of […].

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

3 Leading Companies’ Method for Listening to Customers

Customer Bliss

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. The way to avoid this mess around surveys is to move towards one-company leadership.

A Culture of Excuses

CX Journey

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? Sadly, a culture of excuses is real. Fear of [fill in the blank] : fear is probably one of the biggest drivers of an excuse culture.

Start a “Kill a Stupid Rule” Movement at Your Company

Customer Bliss

Stupid rules cause repeated work-around activities by employees throughout the company, exhausting them and forcing people to exercise one-off heroics. This is one of the early actions we do to prove to employees that customer-centric culture change is really happening.

The Power of Company Culture

Amity

When you think of company culture, what comes to mind? I consider these perks, which are certainly an expression of a company’s culture, but not the actual culture in itself. So what, exactly, is company culture?

How Company Culture Impacts Customer Experience

CSM Magazine

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Make sure your culture is unique!

Leaving a Leadership Legacy

Michelli Experience

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. How do you define corporate culture? How do you see culture playing into your business objectives? Leadership guru John Maxwell has said that people will remember our leadership impact “in one sentence, so write it now.”

How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.

Defining Your People-Centric Culture

CX Journey

Many companies believe they can improve the customer experience without improving the employee experience. Let’s focus on making companies more people-centric rather than profit-centric. Look no further than companies like Southwest Airlines, Zappos, Virgin, and The Ritz-Carlton!

Hungry for CX, Culture Eats Strategy For Lunch

Experience Matters

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” Culture can make or break the success of a company, which can be a scary phenomenon for executives. 1) What Exactly is Organizational Culture? Cultural Intensity.

Arizona Diamondbacks CEO Creates Fan-Centric Culture

Experience Matters

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. Culture.

Why Good Customer Experience Starts With Your Internal Culture

Customer Bliss

Good Customer Experience Starts With Your Internal Culture. This required an internal culture change. . This requires an internal culture change. Such a large undertaking, of course, requires leadership to be on board.

We Have a Crisis in Leadership

CX Journey

That engagement comes from within the employee, and yet the company has a role in it, as well. it makes you question where the company is lacking. And, by company, I mean, the leadership of the company. So let's talk about leadership.

Why You Need To Establish Your Company Core Values List

Customer Bliss

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. Does a company core values list even matter, then? Why does a company core values list matter?

The Power of Effective CX Leadership

Horizon CX

CX leaders worth their salt are steadfast in cultivating customer-centric practices and a culture that puts the customer first. However, being the leaders that they are, they also know that mistakes reflect training and culture.

What is Culture? How People Think, Believe, and Act

Experience Matters

I often say that the customer experience your organization delivers is a reflection of your culture and operating processes. To consistently differentiate your customer experience, you need to transform your culture. “Culture eats strategy for lunch” – Peter Drucker.

Destructive Leadership Practices: Is Your CEO in Denial?

Experience Investigators by 360Connext

I was working with a growing technology company. This company had been the industry disrupter. And this company was going to lose their footing quickly if they didn’t make some changes. The others were his senior staff , his trusted leadership team members.

People-First Culture™: Why Some Teams Win Together and Others Don’t.

Michel Falcon Experience

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. How a Coaching Culture Attracts (and Keeps) Top Talent. The post How Can A Coaching Culture Attract (and Keep) Top Talent?