Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. is the answer to a chaotic world.

Leadership 98

Leadership Government Employee Experience Innovation 98

SuiteCX

AUGUST 18, 2017

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 113

Culture Customer Engagement Engagement Innovation 113

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Combine this with a customer experience champion program within your organization and watch culture really shift. An organization’s leadership must believe in the value of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

Culture 60

Culture Company ROI Leadership 60

SuiteCX

AUGUST 18, 2017

Of those who have hired resources only 30% are actually starting to understand how to operationalize their customer journeys there and build them into their culture. We all want to find the magic bullet that will help us speed up the adoption process but cultural change is more complex and takes longer than technology change.

Culture 100

Culture Customer Engagement Engagement Innovation 100

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? Good to be with you.

Culture 52

Culture Leadership Employee Engagement Consulting 52

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 114

Culture Customer Service Leadership Airlines 114

BlueOcean

JULY 20, 2023

The buying team made in-person site visit to the shortlisted bidders’ locations to assess cultural compatibility and assess facility/location suitability. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process. In-person negotiations with successful bidder.

Contact Center 294

Contact Center Travel Culture Meeting 294

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. How do they do it?

Management 119

Management Employee Engagement Culture Leadership 119

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

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

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

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

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. Some do this as two teams – the CX team provides recommendations to the CX Executive Leadership team, who ultimately assigns resources and provides guidance. A Customer Experience Charter can answer that question.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Build one-company definitions of customer segments, customers to invest in.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

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.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Experience Investigators by 360Connext

AUGUST 26, 2020

In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. How those specific outcomes tie back to larger organizational goals and leadership goals. We’ll explore deeper definitions of what Organizational Goals and Leadership Goals are in a moment. Start there.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Avaya

NOVEMBER 7, 2016

And as a woman who once served as a company’s only female executive VP, I know what it’s like to work in male-dominated cultures. More importantly, I know the immense value that female leadership brings to these kinds of environments. It’s vital women understand that this doesn’t mean their definition of success is wrong.

Leadership 74

Leadership Culture Study Connections 74

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. It’s understandable.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Michel Falcon Experience

APRIL 16, 2019

In this interview I sit down with Trufan’s founder, Swish Goswami, to talk about how he motivates his team, what type of culture he’s looking to build at his business and why he’s going hard on LinkedIn with content. He’s a young entrepreneur who understands the value of building a strong company culture.

Culture 60

Culture Company Leadership Video 60

Russel Lolacher

JUNE 27, 2022

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem. Connect with Eric on his platforms: Eric’s Website. Youtube Channel.

Culture 52

Culture Employee Experience Multi-Channel Course 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. In the end, everything is connected. Based on the company ‘’mindset’’ and approach.

B2B 94

B2B Customer Experience Roadmap Culture 94

CSM Magazine

MARCH 4, 2020

If you don’t have a clear definition of what good customer service is, then you’re going to find it very difficult to communicate with your team. 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.

Leadership 59

Leadership Customer Service Strategy How To 59

Integrity Solutions

SEPTEMBER 22, 2022

Simply adding more people to the team won’t deliver the scalability and dividends you’re looking for if your sales leaders aren’t willing to put in the work to create a culture of safety and empowerment that inspires confidence, continual development and genuine human connections.

Leadership 24

Leadership Sales Culture Exercises 24

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Customer-Centricity Customer centricity refers to customer-oriented culture in the company. ” – Lynn Hunsaker for ClearAction.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. So, in light of all of that, let's talk about culture.

Customer Centricity 48

Customer Centricity Culture Employee Engagement Leadership 48

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Some of Amy’s core competencies include: Customer Success Executive Leadership.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Totango

MARCH 1, 2022

Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace. What suggestions do you have for companies that are trying to promote a culture that embraces women in tech?

How To 101

How To Leadership Culture Industry 101

Answer Dash

APRIL 17, 2020

From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization. Absolutely.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Lumoa

MARCH 21, 2023

“ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.” It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." 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

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

Daniel Group

JULY 1, 2023

” I explore the vital connection between CX and the brand. The Link Between Poor CX and Customer Loss Numerous studies and articles have shed light on the connection between poor CX and customer loss. It’s time to assess whether your CX efforts align with your brand values and if they are positively impacting your business.

Brands 52

Brands B2B Touchpoint Effort Score 52

Stella Connect

NOVEMBER 16, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. It’s definitely time to start thinking about how you can (and must) do things differently for your employees and the employee experience. The definition includes “actions and capabilities.” But where do you begin?

Culture 100

Culture Employee Experience Study Policies 100

Up Your Service

AUGUST 8, 2018

If you understand the definition of “service,” you know quite the contrary is true. KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.”

Culture 53

Culture Airlines Net Promoter Score Leadership 53

C3Centricity

APRIL 17, 2018

And that it involves a culture change to move the organisation in this direction. It’s called “15 Mind-Blowing Stats About Customer Centricity” and many of the research results reported are still valid today, so it’s definitely worth a read. Revise your definition of “in-market” consumers.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189