Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 52

Employee Engagement Engagement Customer Centricity Video 52

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. Great leaders trust their employees’ capabilities.

Leadership 113

Leadership Customer Centricity Employee Engagement Effort Score 113

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.

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Culture Policies Employee Experience Course 98

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. If I’m in a meeting and I tell people, you know what, I messed up, of course, I’m a human.

Culture 98

Culture Connections Leadership Communication 98

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

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 119

Management Employee Engagement Culture Leadership 119

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. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company. It’s important work.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

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. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. The balance between results and humanity.

Leadership 52

Leadership Culture Exercises Airlines 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 115

Culture Customer Service Leadership Airlines 115

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Video 26

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Michelli Experience

SEPTEMBER 21, 2016

The same can be said for great service cultures. Within the context of the Starbucks culture, leaders and frontline service providers (all of whom are referred to as partners) are consistently encouraged to live the company’s mission: . “To When the e-mail surfaced, Starbucks leadership did the right thing.

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Culture Customer Experience Leadership Video 100

SurveySparrow

DECEMBER 19, 2019

Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network. Let’s jump into the interview then.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

Brad Cleveland Blog

MARCH 10, 2022

These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” As … The post Want engaged employees? Create a supporting culture first appeared on Brad Cleveland.

Culture 26

Culture Engagement Employee Engagement Video 26

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ShepHyken

JANUARY 15, 2024

An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success. It’s a matter of choosing the dominant mindset that determines the course of one’s performance and career over time.

Sports 80

Sports How To Exercises Culture 80

Integrity Solutions

JUNE 23, 2020

All tech companies want to build a world-class culture, and front-line managers play a pivotal role. So after being given a crash course in Management 101, they were sent out to make it happen. Beyond Management 101, Sales Coaching Builds Company Culture. Managers have to create a culture that people will stay for.”.

Sales 85

Sales Company Management Employee Engagement 85

Up Your Service

FEBRUARY 14, 2017

What are the main ways companies can differentiate their offering based on the quality of their service culture? This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. Employee engagement. Customer loyalty.

Culture 55

Culture CEM Social Media Employee Engagement 55

Michel Falcon Experience

FEBRUARY 27, 2020

He Changed the Employee Profile. Before Patrick’s leadership, we were largely a team of 20-25 year-olds. She hung onto every word because she was fascinated by the example of leadership and making tough decisions. I learned to measure risk, think of contingency plans, how to make swift decisions and stay the course.

Banking 97

Banking Employee Engagement Case Study Guidelines 97

Experience Investigators by 360Connext

OCTOBER 2, 2018

It can be uncomfortable but also incredibly effective in changing a culture from the inside-out. You need diligence and persistence in this type of leadership. But the irony, of course, is that the very places that want these types of leaders often already live in a data-centric culture.

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Course 26

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. Roles and Structure The titles and the structure you will be giving to your CX team will of course depend on the size of it, and ultimately on the size of your organization. Pro tip : If your customer journey is mostly digital (e.g.,

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Kayako

APRIL 29, 2019

There is a lot of focus on employee engagement and experience these days. And with good reason, customer-centric culture is the backbone of good customer experience. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience.

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Customer Service Guidelines Employee Engagement Customer Journeys 163

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Qualtrics

APRIL 30, 2019

For example, how confident are employees in your leadership ability? According to research from Qualtrics , confidence in company leadership is pivotal in driving employee engagement. Beyond employee engagement, confidence in leadership also directly impacts retention.

Leadership 36

Leadership Employee Engagement Culture Course 36

Michel Falcon Experience

MAY 14, 2017

Welcome to my YouTube channel where I teach you how to use customer experience and employee engagement strategies to build your business. The reason everything I do is focused on customers and employees is because all companies, regardless of size or industry, are in the people business. You never cancel the meeting.

Employee Engagement 112

Employee Engagement Culture Return on Investment Video 112

Zeisler Consulting

JULY 28, 2020

There are variations but in the end the gist is that not only is good employee engagement vital to good CX, some even seem to think it’s the key; perhaps even that that’s all it takes. Taking good care of your employees is a good idea all the time. Oversimplifying the concept, however, is a bad idea (isn’t it always?).

Employee Engagement 72

Employee Engagement Culture Resources Customer Centricity 72

CSM Magazine

JANUARY 18, 2023

Goodmanson is stepping down to pursue new ventures after growing the company to new heights and setting it on a course for continued success. He has held key leadership roles across a variety of technology services companies including Rackspace Technology, Dell, and HP.

Contact Center 52

Contact Center Company Customer Centricity Employee Engagement 52

Michel Falcon Experience

DECEMBER 4, 2019

Because of this, she knows how company culture is the foundation of every great company. If you care about their experience, benevolence and diversity experience you could ask the following questions: Experience : “I see that you’ve worked at [name of company], what were three great lessons of leadership you learned?”

Management 78

Management Leadership Culture Fashion 78

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

Second to None

MARCH 15, 2018

Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality. Often, these surveys will focus on creating an accurate depiction of a company’s culture.

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Feedback Survey Net Promoter Score How To 72

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 20

Employee Engagement Metrics Engagement Course 20

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. How “professionalism” and the notion of “work-life balance” has done a lot of damage on cultures. Where to find joy in the workplace.

Culture 98

Culture Leadership Connections Consulting 98

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. Michael Lowenstein, Ph.D.,

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Resources Company Consulting Employee Experience 100