Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. The importance of fostering this type of culture What a consent culture looks like through the hiring process.

Culture 98

Culture Policies Employee Experience Course 98

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. That, of course, is simply wishful thinking.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

Many dashboards and reports don’t mention or track anything connected to customers. That sense of purpose is what allows each person on their team – from the park greeter to the sous chef to the cleaning crew – to connect their role with the bigger experience. It’s all about operations, processes, and financials.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Horizon CX

MARCH 25, 2019

Of course, being a CX Leader is not easy. 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. It’s even harder to be an effective one. Do they listen?

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. In the course, I share examples of what your mission statement can look like. Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Michelli Experience

JANUARY 26, 2016

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? And most importantly….

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. This question, of course, has two dimensions.

Leadership 87

Leadership Self Service Customer Service Trends 87

Customer Bliss

JUNE 20, 2019

We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience. Build Bridges to Connect With Your Team. Prior to joining the Y, Bob held marketing, sales and sales operations leadership positions at Boston Scientific.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Culture 115

Culture Customer Service Leadership Airlines 115

Customer Bliss

MAY 4, 2017

They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. Do you agree? Dashboards!

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

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

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. KEY TAKEAWAYS.

Leadership 52

Leadership Culture Exercises Airlines 52

Think Customers

NOVEMBER 2, 2022

For Shelly Swanback, who joined TTEC Engage as CEO in May, creating a culture of empowerment isn’t just part of her job – it’s a passion. Here she describes how being REAL can help brands both internally as they build a strong corporate culture and externally as they strive to improve customer experience (CX).

Leadership 52

Leadership Self Service Culture Employee Experience 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 2, 2020

Co-creation sessions , customer advisory boards, or a simple conversation connects your customers with the outcomes they really want. Innovation is not a one-and-done idea, it’s a cultural value. One of the hardest, but most critical, parts of customer experience leadership is sharing the hard truths. This is YOUR year.

Customer Journeys 225

Customer Journeys Contact Center Innovation Culture 225

CSM Magazine

MAY 9, 2018

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. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Company Customer Experience Leadership 65

Integrity Solutions

SEPTEMBER 2, 2022

It’s about being fed up with a lack of feedback, no sense of connection to the organization, and frustration with a lack of development opportunities. Like most things that affect your workforce, leadership (and their ability to develop strong, genuine relationships with their teams) plays a crucial role.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

JULY 6, 2021

To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. That depends on your organization, of course, but there are a few key players to include. Hopefully, you’ve built a team of cross-functional, diverse leadership. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

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

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. Success Starts with Leadership. Listen Now: Listen to “Anntte Pedroza | Building a Customer Centric Culture” on Spreaker.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

CSM Magazine

MARCH 4, 2020

Achieving consistency is vital if you want to make sure that these changes are a part of your corporate culture in the long-term. Provide Leadership Training. It is well worth investing in leadership training for your managers and other people working in leadership positions. Regularly Evaluate Customer Service.

Leadership 59

Leadership Customer Service Strategy How To 59

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government B2B 175

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Look for ways to connect those dots first. Of course, it’s not just one metric. Related: Overcome Leadership Bias: 5 Common Types and the #1 Solution.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

BlueOcean

DECEMBER 13, 2022

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.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? It should have a timeline to identify milestones, of course. Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Alida

APRIL 27, 2018

Practice mindful leadership. “Leadership matters. ” Mindful leadership is about managing change, staying resilient and inspiring growth to create happier employees and better workplace ecosystems, which leads to improved productivity. Improve the change fitness of leadership and the organization.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

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: . The connection humour and joy have to mental health. Content4Good consultancy. Erin Skillen.

Culture 98

Culture Leadership Connections Consulting 98

CSM Magazine

JUNE 1, 2018

Whether you’re a teacher or an administrator, you have the ability to help your school by cultivating leadership skills and becoming a formal or informal leader. While school administrators have the opportunity to improve their schools through a purpose and a vision for their institution, teachers also have a leadership role to play.

Leadership 40

Leadership Policies Resources Training 40

Russel Lolacher

JANUARY 4, 2021

How do you prepare your organization’s culture to fully embrace digital transformation? Over the course of an hour, my fellow panelists and I shared our experiences and insights and I wanted to share my responses with you in case you find them helpful. Fluid leadership – titles denote responsibility, not leadership.

How To 83

How To Culture Government Leadership 83

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? and employees is a cultural commitment.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You have to then assign budgets, resources to develop processes, systems and overall cultural changes to actually make it happen. Of course, CX is not just about learning and identifying insights. And then finally, there are the cultural changes and reinforcements required to deliver on the customer experience goals.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Customer Bliss

FEBRUARY 21, 2017

Specifically, he looked at data to: Connect all facets of the business. Connect to brand and subscription to understand where exactly pain points and revenue issues might crop up. One-Company Leadership. There were others, of course, but those were the “big three” off the bat. Chief Content Officer.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

UJET

JANUARY 22, 2020

Darcey answered a few questions so our customers and the public can get to know the newest member of the UJET leadership team. Immersing myself in local cuisines and cultures and enjoying everything from street food vendors up to fine dining establishments. How would you best describe the culture at UJET? The weather!

Culture 112

Culture Roadmap Travel Banking 112

Customer Bliss

SEPTEMBER 16, 2014

In the morning, the extent of his thinking would stand in large piles of rocks that had been moved from one pile to another as he contemplated his course of action. Questions he would ask his leadership team and people inside his company for months. That story led him to his course of action.

Culture 174

Culture Course Leadership Financial 174

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105