Customer Bliss

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. Prioritize Needs Then Tackle.

Sports 197

Sports Customer Experience Travel B2C 197

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Cultivate an engaging company culture. How can I make a difference? .

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ShepHyken

JANUARY 15, 2024

Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice. ” About: Art Turock is an elite performer in both business and sports. How can businesses encourage employees to responsibility for their actions? I know you will enjoy this episode!

Sports 78

Sports How To Exercises Culture 78

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. So, so that type of cultural leadership, right. Chris Hsiung. Hey, Russel, great to see you.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

North Highland

JUNE 3, 2019

In this blog, Pavan Bilkhoo, a leader within North Highland’s Global People & Change practice, chats with Joe Shaw, the Saracens Skills and Attack Coach, and gets his thoughts on how organisations can develop purpose-driven values and create enviable cultures for their teams – whether in sport or business.

Culture 74

Culture Sports Meeting Connections 74

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

Michel Falcon Experience

JANUARY 9, 2020

On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. On the premiere episode with CEO/Founder of Sport and Social Group Kristi Herold and I explore: 1. How To Engage Remote Employees.

Engagement 78

Engagement How To Sports Employee Engagement 78

ClearAction

OCTOBER 25, 2022

Interestingly, every digitalization study reveals that primary success factors are cultural. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency. Numerous participants enroll for general skill-building.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Michel Falcon Experience

NOVEMBER 7, 2019

Mark Mastrov (left) and Barstool Sport’s Dan Katz (right). The post How to Earn Customer Loyalty and Maximize Employee Retention With A Unique People-First Culture Strategy appeared first on Customer Experience Customer Service Keynote Speaker. and end our relationship.

Loyalty 60

Loyalty Culture Strategy How To 60

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.

Sports 150

Sports Leadership Customer Centricity Culture 150

Experience Investigators by 360Connext

JULY 24, 2019

SportsClips offered haircuts in a sports-themed salon to create an experience for guys, instead of the standard salon serving women. These were experience-based businesses. Organizational culture and systems can’t change. Old school businesses often had a culture of “CYA.”

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. These “business rituals” criteria are the truth about your culture.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. Companies say it’s important: customers and employees disagree. Yet, when you ask the customers and employees, only 20% would agree.” Not generally.

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

Russel Lolacher

JANUARY 30, 2022

For this show, Russel cites interviews with Stanford University professor and author of THE A **E SURVIVAL GUIDE Bob Sutton, shares real world stories from his own experience and those shared in his community, and provides tactics you can take to address this impact to the employee experience. PLAY AND SUBSCRIBE. KEY TAKEAWAYS.

Culture 52

Culture Employee Experience Leadership Course 52

Customer Bliss

MAY 10, 2018

Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the center of their work. Going Digital and Putting Customers First.

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

ClearAction

OCTOBER 12, 2022

This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management Effort Score ROI 62

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.

Sports 86

Sports Leadership Customer Centricity Culture 86

ECXO

DECEMBER 26, 2023

About the book: The Digital Seeker distils key lessons from the compelling stories of innovative businesses: not just tech companies but companies spanning a wide range of industries, including amusement parks, fashion, sports, health care, distribution, and the public sector. messaging, social media, live chat, video chat, online reviews).

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveySparrow

JULY 1, 2022

If you’re a sports fan, it might be MS Dhoni or Roy Keane. The definition of a good leader can also change depending on the role, industry, and organizational culture. Valuing diverse perspectives from people of different backgrounds and cultures. #8. Who do you think of as a good leader? What are Leadership Competencies?

Leadership 52

Leadership Culture Sports Survey 52

CX Journey

JANUARY 8, 2015

Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it. Let''s think about your workplace and your culture within. Being positive is not an employee engagement strategy, a leadership strategy, or a directive to drive culture change.

Strategy 80

Strategy Leadership Culture Sports 80

Hero Digital

AUGUST 28, 2018

Company book clubs are the perfect intersection of reading and conversation, and they can even support employee diversity and inclusion. How company book clubs support culture. Creating a thriving company culture doesn’t happen overnight, and a successful culture appeals to diverse approaches.

Company 57

Company How To Culture Sports 57

Beyond Philosophy

JANUARY 19, 2020

It happens in sports. It shows you how your experience feels from the outside-in, the customer side, rather than inside out, which is your side of the experience. . You need a diversity of opinion, and you also need a culture that allows for that disagreement. If your team loses, it wasn’t the team’s fault.

Leadership 156

Leadership Consulting Sports Retail 156

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Michel Falcon Experience

MARCH 10, 2019

Understand Their Purpose (as an individual, not employee). My book is titled, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People. I define People-First Culture by building a business that your employees and customers will admire. Simple, right? Ask how Rosa’s doing.

Tips 112

Tips Management Culture Meeting 112

Beyond Philosophy

JUNE 17, 2020

It happens in sports. It shows you how your experience feels from the outside-in, the customer side, rather than inside out, which is your side of the experience. You need a diversity of opinion, and you also need a culture that allows for that disagreement. In other words, we form a belief and then doggedly hold onto it!

How To 120

How To Leadership Consulting Sports 120

Qualtrics

OCTOBER 21, 2021

at multiple phases of a project), your work is structured like a team sport. In the future of work, companies must ask, ‘what kind of culture are we?’ Read more: How IT and HR can work together to deliver a world-class employee experience. Employee insights are just the start.

Innovation 26

Innovation Sports Leadership Culture 26

Russel Lolacher

JUNE 5, 2022

How knowledge transfer and culture can benefit from communication technology. He’s the senior IT customer support manager for first American title, which is leading the technical sports, customer support to their employees. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts. KEY TAKEAWAYS. Brandon Caudle.

Communication 93

Communication Technology Employee Engagement Culture 93

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. It should be a trigger for a conversation.

Employee Engagement 52

Employee Engagement Engagement Employee Experience Survey 52

Russel Lolacher

MAY 15, 2023

What to do when your culture doesn’t embrace boundary setting. How boundaries reflect workplace culture. But I have to ask you the first question that I asked all of my guests, which is, Tammy, what’s your best or worst employee experience? So what do you do about that when the culture can get in the way?

Culture 52

Culture Leadership Communication Consulting 52

Qualtrics

JULY 2, 2019

I enjoy travelling and experiencing different cultures. And I definitely love the fact that experiences are as much a part of Qualtrics internally as they are externally. Playing sports has always been part of my life in general, be it being part of a handball team or enjoying all that the Munich mountains have to offer.

Sports 34

Sports Guest Experience Culture Travel 34

SurveySparrow

JULY 6, 2022

He works towards building a diversified workforce that values inclusivity and a shared culture. More Cohesive Culture. That builds an environment where respect for different ethnicities and backgrounds flows naturally from the top to the entry-level employees. And that enhances employee satisfaction multi-fold.

Examples 52

Examples Culture Training Apparel 52

Russel Lolacher

JUNE 13, 2022

In this episode of Relationships at Work, Russel chats with customer experience and employee experience advisors Dr. Robyn Petree-Guzman and Keith Kmett on how organization silos can be formed and the best approaches and benefits of removing them. the role of executive and culture in addressing silos. KEY TAKEAWAYS.

Culture 59

Culture Communication Employee Experience Connections 59

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. They’re just in line with the culture.

Handbook 54

Handbook Feedback Culture Employee Engagement 54

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The expectations of our employees and our customers must be managed to build a people first culture.

Culture 12

Culture Employee Engagement Company Engagement 12

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. HR can be a catalyst to knowledge sharing, but it requires a cross-organizational culture and alignment to succeed. High employee engagement = ownership and pride. —@tcrawford.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48