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.

Leadership 227

Leadership Culture Customer Centricity Report 227

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 84

Leadership How To Culture Employee Engagement 84

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. Robbie Kellman-Baxter, Author & Consultant. Leslie Stretch, CEO of Medallia.

Leadership 208

Leadership Chief Customer Officer Touchpoint Hotels 208

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. Together my clients and I look for what serves their customers best. Master the Machines.

Consulting 113

Consulting Self Service Customer Experience Customers 113

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? How can leaders support employees in executing customer-centric initiatives? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 94

Customer Experience Customer Centricity Culture Leadership 94

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

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

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. Michelli , Ph.D.,

Leadership 72

Leadership Customer Experience Consulting Roadmap 72

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

2020 Research

JULY 12, 2023

Sago Appoints New Leaders Expanding its Commitment to Innovation and Improving the Human Experience in Research Iselin, NJ—July 11, 2023 Sago ( formerly Schlesinger Group ), a global research and data partner connecting human answers to business questions announced the appointment of two key leaders to its executive team.

Leadership 52

Leadership Sales Marketing Innovation 52

The DiJulius Group

AUGUST 7, 2023

Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. appeared first on The DiJulius Group.

Poor Customer Service 90

Poor Customer Service Consulting Customer Service Groups 90

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. Fortunately, I had the honor of chronicling much of his amazing leadership story in the pages of When Fish Fly (and better yet I was honored to share it from Johnny’s voice).

Leadership 100

Leadership Retail Consulting Marketing 100

ijgolding

JULY 25, 2017

Granted, the company was small, with only around 150 employees, but little would I know how unusual these two men were to become in my work experiences going forward. Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. I was delighted. It was refreshing.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. A SMIRC Customer Experience Goal is: Social. Your outcomes have to relate back to your overall business and leadership goals .

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Episode Overview. About Alice.

Retail 0

Retail Leadership Customer Experience Video 0

CloudCherry

OCTOBER 1, 2019

And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. When we talk about humanizing the experience, it doesn’t matter what your discipline is. As she says, “The bottom line is- it all comes down to customer loyalty. It’s simple. We’re not competing off of price anymore.

Customer Experience 150

Customer Experience Marketing Contact Center Loyalty 150

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 will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

The DiJulius Group

JULY 28, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, or “Murray,” Senior Customer Experience Consultant for The DiJulius Group, about the Commandment X of The DiJulius Group’s Methodology, World-Class Leadership. Read Full Article.

Leadership 52

Leadership Groups Consulting Culture 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. Micromap a customer task and outcome.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Michelli Experience

MARCH 6, 2018

I continue to be in awe of consultative think tanks like McKinsey and Company. Over my career, I’ve been blessed to work with McKinsey consultants who often do the heavy lifting to understand optimal strategic positioning for senior leadership teams. The post Strategic Positioning | Is Your Customer Experience Agile Enough?

Customer Experience 124

Customer Experience Customer Centricity Consulting Leadership 124

Beyond Philosophy

FEBRUARY 15, 2017

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Instead, educate them with positive reinforcement and embrace their ideas and experiences by inviting them to suggest better ways of doing things.

Leadership 153

Leadership Strategy Consulting Policies 153

Experience Investigators by 360Connext

DECEMBER 15, 2020

In the customer experience consulting we do with clients, we typically begin this process with reflection questions which help us clearly define what worked and what didn’t. It’s easy to get caught up in the day-to-day firefighting of customer experience. What is our top customer experience priority ?

Customer Experience 190

Customer Experience Brands Effort Score Customer Journeys 190

Kristina Evey

JANUARY 15, 2019

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. Customer experience needs to be clearly defined and explained.

Customer Experience 149

Customer Experience Chief Customer Officer Leadership Consulting 149

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

JULY 4, 2017

Mark Slatin is the Director of Client Experience for Sandy Spring Bank. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank. Episode Overview.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We know that customers usually want easy things.

Customer Experience 195

Customer Experience Airlines Customer Journeys Groups 195

Customer Guru

MARCH 7, 2018

Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her work. Nienke is a certified Customer Experience Professional (CCXP).

Consulting 61

Consulting Customer Experience Telecommunications Customer Experience Professionals 61