TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Colleen Beers, Chief Administrative Officer, Alorica – Colleen is leading a culture that celebrates rich diversity and is intent on driving excellence.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? What is the key to successfully transforming work culture to better serve customers? which he wrote with Diane Magers.

Customer Experience 93

Customer Experience Customer Centricity Culture Leadership 93

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. If you are trying, with limited success, to become more customer-centric , this book can help you connect the dots.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Embedding a client focus starts with your culture. There’s a lot of jargon in CX. The reason?

Consulting 94

Consulting Competitive Advantage Culture Touchpoint 94

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. Constructive feedback fosters a culture of collaboration and mutual respect.

Culture 52

Culture Feedback Survey Employee Engagement 52

Experience Investigators by 360Connext

JUNE 11, 2015

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. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. They protect bad leadership.

Culture 110

Culture How To Leadership Social Media 110

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership.

Leadership 52

Leadership Culture Exercises Airlines 52

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. He serves on the CX Strategy Team with the CEO and CIO who craft the long term plans to create a client-centric culture bank-wide.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Second to None

APRIL 4, 2019

Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. When leaders emphasize work culture, it becomes a priority for managers. Leaders set the tone for the culture of accountability on a daily basis. Sharing is Caring.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Storyminers

FEBRUARY 24, 2021

You need to be able to get people to connect with it, and also, help them connect the dots. Better still, you need to make the audience PART OF THE STORY and, using the techniques that we generally use in consulting, become co-authors of that story. Good storytelling isn’t simply cooking up a fantastic tall story.

Tools 173

Tools Management Leadership Case Study 173

ShepHyken

MAY 17, 2022

Creating a Company Culture –. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: The Disney Way.

Culture 69

Culture Leadership Consulting Loyalty 69

North Highland

MAY 3, 2019

Many companies are reinvesting in their leadership development initiatives, knowing that people—more specifically leaders—are the make-or-break factor in an organization’s ability to achieve its goals. The first step in implementing a successful leadership development program involves defining the goals and objectives. Getting started.

Leadership 61

Leadership Case Study Culture Innovation 61

One Millimeter Mindset

AUGUST 11, 2021

As a result, value silos easily become their own domains, with their own cultures. Over time, pride of ownership within these domains creates a sense of professional exclusivity within these cultures. From the start, this strategy becomes an innovative way to shift the human dynamics within the most staid organizational cultures.

Innovation 116

Innovation Culture Leadership Resources 116

C Space

JULY 15, 2021

BOSTON, January 21, 2021 – Boston based, C Space CEO, Jessica DeVlieger has been announced in the Top 50 Best CEOs for Women, by workplace culture monitoring site Comparably. The C Space business has a strong focus on creating an inclusive culture for all. DeVlieger was named Global CEO of the C Space business in February.

Culture 52

Culture Leadership Policies Analysis 52

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Leadership is starting to catch up, but their understanding of CX varies greatly! Cultural transformation is never easy.

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D., Here’s a personal story to illustrate what I mean.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. 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

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Customer-centric cultures are built from the top and the bottom within an organization. More Posts - Website Follow Me: The post 5 Ways to Sabotage your Customer Experience appeared first on Customer Experience Consulting. . “Sometimes it’s ok to be #2… Don’t worry about the big guys. Worry about your guys.”

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. A former teacher and economist, Adrian is now a consultant, author and speaker. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. They smile, greet, and are basically always happy to see people.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Qualtrics

OCTOBER 30, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. The culture at Qualtrics is very similar to #teamfuqua. After visiting the campus in Utah (I had only been to Utah once before to ski in Park City), I was blown away by the culture. For now, Utah feels like home.

Consulting 36

Consulting Customer Success Culture Video 36

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Qualtrics

SEPTEMBER 10, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. I enjoy working as an Implementation Consultant at Qualtrics because it is project-based and always evolving. This is Paulina’s “Why Qualtrics” story. What is your favorite part of your role?

Consulting 35

Consulting Culture Leadership Tips 35

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

ShepHyken

DECEMBER 29, 2020

That engagement is more than just satisfaction—it’s about an emotional connection with your customers. There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. Leaders must model the company culture they wish to see. How can I build a customer-centric culture?

Customer Centricity 74

Customer Centricity Culture Leadership Employee Engagement 74

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Connect with, and learn more about, Erin on her platforms: . Content4Good consultancy. The connection humour and joy have to mental health.

Culture 98

Culture Leadership Connections Consulting 98

CSM Magazine

MARCH 31, 2020

Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. After you’ve laid the groundwork, focus on building out the next steps to follow.

Culture 52

Culture Training Customer Satisfaction Software 52

Beyond Philosophy

JUNE 13, 2019

While we do see companies doing an excellent job of connecting the two, we also see many that have a long way to go. In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. It all boils down to your company culture. Find champions.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

DECEMBER 17, 2014

Map the customer journey. (Or connect with us and leave it to the pros!). Do they to reflect a customer-centric culture? More Posts - Website Follow Me: The post 15 Ways To Rock Customer Experience in 2015 appeared first on Customer Experience Consulting. If the CEO hears about a problem, it’s more likely to get fixed!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

BirdEye

DECEMBER 8, 2023

Workplace environment and culture: This includes whether your employees are happy, what your company’s work culture is like, and how your HR team does its thing. Leadership and management: It’s about how good the leaders at the helm are at leading the company, their vision, and how they come across to the public.

Strategy 115

Strategy Management Social Media Brands 115

CX University

JULY 9, 2018

My office has identified 5 best practices; this article will deal with just two things leadership must do in order to create an environment where engagement is possible. Anderson made an important announcement to employees, which forged that connective tissue. Customer Experience consultants have seen the same pattern elsewhere.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68