Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Be Authentic and Inspire Your Team. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. I beg to differ.

Sports 80

Sports How To Exercises Culture 80

ijgolding

MAY 17, 2017

Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion. The driving force behind that, was the culture Jack Welch embedded across the GE empire. Jack Welch believed in people – employees AND customers. Jack Welch is not my only business hero.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

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. I mean, you’re talking stories, you’re talking about leadership. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals? Did we meet it?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

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. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Matters

NOVEMBER 27, 2014

I really enjoy leading and being a part of the Customer Experience Professionals Association, because of the wonderful volunteers and the amazing culture of sharing across our community. We may be a small company, but I’m very proud of how our team sets the pace in CX thought leadership. Temkin Group clients.

Sports 278

Sports Conference Analytics Groups 278

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Experience Investigators by 360Connext

APRIL 24, 2017

Many of these were clients who were charged with leading customer experience change within large companies. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy. Flexibility.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. The reason?

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Team Support

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. Here are 7 tips for managing a remote customer support team…. After all, trusting your employees will help build customer trust as well.

Tips 80

Tips Management Leadership Sports 80

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Smith+co CX

JUNE 9, 2016

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. If things are left to chance, toxic cultures spring up like weeds, and disillusionment spreads like wildfire.

Sports 28

Sports Culture Case Study Employee Experience 28

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. Talk is cheap.

Sports 150

Sports Leadership Customer Centricity Culture 150

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Clarivate

NOVEMBER 23, 2021

In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive. Kerri has personally led customer experience and customer operations as well as consulted with major brands over the past 25 years. .

Customer Experience 52

Customer Experience Sports Leadership Consulting 52

Beyond Philosophy

MARCH 23, 2023

We call it Employee Experience because it is alliterative and goes with Customer Experience. Of course, there are Employee and Customer Experiences, but there are also vacation experiences, family experiences, sport team experiences, etc. In many ways, all I say about Customer Experience apply to the Employee Experience.

Employee Experience 78

Employee Experience Comparison Leadership Culture 78

CSM Magazine

OCTOBER 28, 2016

Leadership capacity is more than simply skill development; it’s about performance, growth, transformation and change. Let’s define leadership as; “Leadership Capacity is the skilful use of leadership attributes for the growth and development of ourselves, our colleagues and our organization”.

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. a leading consulting service for the major voice of the customer (VOC) platforms, helping clients in a variety of industries. Talk is cheap.

Sports 119

Sports Leadership Customer Centricity Consulting 119

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. Take for instance a Customer Service interaction. Sure, the customer is placated.

Leadership 136

Leadership Culture Sports Course 136

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Integrity Solutions

FEBRUARY 27, 2023

The first thing that comes to mind when you hear the word “coach”, understandably, is probably a sports reference. World-class sales leadership is about embracing both of these roles. Coaching and the Connection to Employee Engagement and Retention Great sales leadership goes far beyond just hitting numbers.

Sales 62

Sales Management Culture Leadership 62

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Experience Investigators by 360Connext

MARCH 5, 2018

Are you treating customer experience like a sport? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. “I can’t offer any more support to this customer. ” Those dumb customers! Own the experience.

How To 161

How To Sports Leadership Customer Experience 161

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The growth-generating strength of your customer experience efforts hinges on how customer-centered your business is.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Beyond Philosophy

MAY 3, 2017

I’ve noticed a similar pattern of behavior in some of the organizations I work with as a customer experience consultant. If you don’t, your customer experience will never improve. For example, I’ve had clients hire my company, Beyond Philosophy, to perform an assessment of their customer experience. It’s critical!

Consulting 133

Consulting Sports Leadership Culture 133

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. Talk is cheap.

Sports 86

Sports Leadership Customer Centricity Culture 86

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 156

Leadership Consulting Sports Retail 156

CSM Magazine

MARCH 2, 2019

This is true in sports and it is true in customer experience work. Components of successful Customer Experience Teams. They must be passionate about CX and the way it will improve the way the company works with their customers and the way they’ll be better able to engage with customers. About the Author.

Customer Experience 40

Customer Experience Sports Leadership Customer Satisfaction 40

Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. This lack of understanding can occur domestically or globally, in different age groups or different cultures. People—and languages—are different and knowing who your customer is and what they want absolutely vital.

Sports 78

Sports Hotels Feedback Brands 78

Beyond Philosophy

NOVEMBER 29, 2014

Social media feeds across the USA are sporting this meme. We believe it’s the right decision not only for our employees, but also for our customers. This tradition has become a hallmark of American Culture; much like Boxing Day is in the UK. The Customer Is Not Always Right. Will you shop on Black Thursday?

Social Media 117

Social Media Wireless Retail Leadership 117

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. Influencing Companywide Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. It happens in sports. How Confirmation Bias Works in Customer Experience. If your team loses, it wasn’t the team’s fault.

How To 120

How To Leadership Consulting Sports 120

Team Support

AUGUST 17, 2020

I tend to gravitate to service type SaaS companies that provide valuable products and tools to enable our customers to solve problems and that provide meaningful impact on their businesses. We enjoy skiing and cheering for all of the Denver sports teams. And our platform is having a huge impact on our customers and industries we serve.

Meeting 59

Meeting B2B Sports Leadership 59