Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? It features Bob Chapman, CEO of Barry-Wehmiller, and his approach to leadership that we can/should all learn from. He's a very genuine and caring person, and I love how he's trying to shift the leadership paradigm.

Leadership 169

Leadership Culture Hospitality Measurement 169

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. Extending beyond the front door handshake, these greeters are trained to look for those who may look confused and engage them.

System 162

System Hospitality Customer Experience Guest Experience 162

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. Annette Franz put a great article together in collaboration with the CXpert website called Five Tips to Engage Remote Staff during Lockdown. My Experience in Keeping Remote Employees Engaged.

Engagement 75

Engagement How To Employee Engagement Hospitality 75

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. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 94

B2B Customer Experience Roadmap Culture 94

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Suzzanna has over 12 years of leadership experience and is currently working on a PhD with a focus of entrepreneurship and innovation.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. So it is a real privilege for me to feature such a timely post from him.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Russel Lolacher

SEPTEMBER 22, 2020

If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. Annette Franz put a great article together in collaboration with the CXpert website called Five Tips to Engage Remote Staff during Lockdown. My Experience in Keeping Remote Employees Engaged.

Engagement 52

Engagement How To Employee Engagement Hospitality 52

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz . Jill Raff .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

C3Centricity

OCTOBER 22, 2018

I ended up spending a night in a local University Hospital for the first time in my adult life. All these experiences of hospitals and doctors gave me the superb opportunity to see the health service from the patient’s perspective. Personalisation has become essential in all engagements between companies and their customers.

Healthcare 202

Healthcare Consumers Customer Service Company 202

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. He creates innovative programs, products and partnerships that drive engagement, grow share of wallet and accelerate performance. How did Mark move towards one-company leadership in such a huge organization?

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

West Monroe

APRIL 23, 2024

Hospital leaders hold the keys to several actionable strategies that can shift bedside care teams’ roles toward more specialized tasks. Improved connections with their care team can significantly enhance patient trust and satisfaction, encouraging increased engagement and adherence to treatment plans.

Healthcare 52

Healthcare Financial Innovation Hospitality 52

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. He currently serves as a director on the board of the Delta Hospital Foundation, and until recently served as vice president of Kids Up Front Vancouver.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

SurveyGizmo

JUNE 19, 2018

What really is employee engagement? In an industry already facing a talent shortage, Compdata’s 2017 Compensation Data study found that healthcare turnover rates exceed 20 percent, which further proves that employee engagement is crucial to an organization’s success in the new era of healthcare consumerism.

Employee Engagement 49

Employee Engagement Healthcare Engagement Data 49

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. If not, he’s one of the most recognizable hospitality entrepreneurs, owns Shake Shack, bestselling author and more! Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. Plus, his funny, outspoken style makes the introspective insight he provides all the more engaging. Cultural Alignment. Best Total Value.

Contact Center 184

Contact Center Customer Journeys Hospitality Culture 184

CSM Magazine

OCTOBER 3, 2023

This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK-based charity supporting the industry. ” ESG And Wellbeing; Are They Now Competitive Differentiators?

Retail 59

Retail Customer Experience Chatbots Fashion 59

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. Company culture is something you’ve heard of before but culture isn’t bean bag chairs, beers on Fridays or unlimited vacations. Today I’m talking about building great workplaces.

Employee Engagement 112

Employee Engagement Culture Return on Investment Video 112

ECXO

JUNE 11, 2023

Think about demographics, culture adaptation, their values, decision-making, goals and priorities, preferences, and pain points. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. A persona is an archetype of your ideal customer. How do they consume content?

B2B 129

B2B B2C Touchpoint Customer Journeys 129

Kate Nasser

MAY 31, 2017

The ultimate customer service culture is not about employees first. Leadership insights & lessons fr Kate Nasser, The People Skills Coach™. The post Ultimate Customer Service Culture: It’s About Unity Not Employees First | #custserv appeared first on KateNasser.com. It's about unity.

Culture 41

Culture Customer Service Leadership Customers 41

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. But Arkadi had a vision to differentiate from his competitors via the inside the company, i.e., the culture. He loved that Tony took culture to the next level. Tony Hsieh.

Culture 169

Culture Banking Metrics Employee Engagement 169

Kustomer

AUGUST 26, 2022

Jeanne Bliss leads us on a journey amongst C-suite leadership alongside executives from global companies like Airbnb and Adobe. The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. Episode Frequency: Weekly Episode Length: 30-40 minutes.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Customer Bliss

SEPTEMBER 27, 2016

She took on the role of Chief Customer Officer in addition to her role of running many of the company operations, including outsourced solutions for hospital systems and healthcare providers and technology solutions for management and billing. . The importance of leadership alignment. The flip side of leadership alignment.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

Customer Bliss

APRIL 11, 2018

Jackie’s background in marketing, brand management and hospitality, taught her how important good service is. Immerse Yourself in the Culture. Then, she immediately immersed herself in the culture of the organization. Engage leadership. Assessing and Prioritizing Initial Work to be Done. Bring together silos.

Customer Experience 135

Customer Experience How To Healthcare Hospitality 135

Customer Bliss

APRIL 19, 2016

In addition, Martin and I discussed how he depicts and engages leaders with a simple approach and set of metrics that elevates donors as the asset of their business. Finally, Martin has a proven method for uniting the silos (at low cost) to give the complete view of the current customer journey- critical to gain and unite the leadership team.

Airlines 120

Airlines Chief Customer Officer Hospitality Metrics 120

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Magellan Solutions

JULY 12, 2021

When properly implemented, it has the potential to greatly engage employees in a spirit of rivalry with their coworkers, resulting in higher performance quality and more efficient task completion. Promote an inclusive culture. A healthy culture boosts morale. . Hospitality. Hospitality. Healthcare. Philippines.

Call Center 52

Call Center Industry Contact Center Study 52

Kustomer

APRIL 8, 2021

On this, Stacy remarks, “Those are the leaders that also drive that engagement all the way through the organization. Engaging with the frontline agents who handle all things customer related is one of the best ways for a brand to become more holistically customer centric. Lot of great thought leadership coming from Stacy.

Employee Experience 71

Employee Experience Culture Customer Journeys Employee Engagement 71

Customer Guru

MARCH 7, 2018

The audience loves her for her engaging presentations, and brands like her for the results she delivers for her clients. If you need someone who can make it easy for your team to onboard CX initiatives, you have to engage with Nienke Bloem. Read how Radhika ensures that a top-class experience is delivered to her customers.

Fashion 113

Fashion Customer Centricity e-support Leadership 113

Beyond Philosophy

OCTOBER 25, 2019

I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers. Airbnb properties have character, at least the ones that we chose.

Hotels 104

Hotels Travel Hospitality Consulting 104

Steve DiGioia

DECEMBER 5, 2016

For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Also, as the company grows, it is important for leadership to be aware if any part of the company (departments within the company, people within the company, etc.)

Industry 100

Industry Culture Metrics Customer Centricity 100

Russel Lolacher

APRIL 17, 2023

He he asked me when he saw me when my big day was, and I had recently gotten engaged. Ie I looked up leadership the other day, and I kid you not, the Oxford Dictionary of leadership is to lead people, I’m like, you just repeated the word again, it’s not defining anything. And we were friendly. Sorry about that.

Communication 52

Communication How To Leadership Meeting 52