Magellan Solutions

DECEMBER 11, 2023

Magellan Solutions focused on more than just numbers; it also focused on improving skills and capabilities. They started by handling directory assistance and grew to manage eight lines of business for a Fortune 500 giant. This strategic decision resulted in the implementation of oversight management.

Leadership 52

Leadership Industry Call Center Culture 52

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

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. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 54

Customer Focused Culture Customers Contact Center 54

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 49

Customer Focused Customers Customer Service Contact Center 49

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. It got me thinking about whether I captured all of these steps in a post on change management I wrote last month for Intradiem.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ijgolding

MAY 17, 2017

If you pick the right people and give them the opportunity to spread their wings and put compensation as a carrier behind it you almost don’t have to manage them. If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Micah Solomon

OCTOBER 10, 2018

This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. Image that you’re a manager at a hotel. The customer expressed a need, and ‘my’ employee responded energetically,’’ says a manager. ‘‘He

Leadership 68

Leadership Customer Service Hospitality Hotels 68

InMoment XI

MAY 24, 2022

The enterprise EX improvement and insights journey path often begins with very basic employee satisfaction, as companies are principally looking to manage and measure behavior at a macro level. How Does EX Improvement Impact Customer Behavior? For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Everybody is a customer. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix.

Leadership 136

Leadership Customer Experience Customer Focused Customer Service 136

CX Accelerator

JANUARY 11, 2021

Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Brad Cleveland Blog

JULY 27, 2023

The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland. Many employees face coaching with nervousness and sometimes even dread.

Customer Focused 26

Customer Focused Customers Customer Service Contact Center 26

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

Customer Focused 26

Customer Focused Culture Customers Contact Center 26

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Are Employees and Customers in Sync? Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

ShepHyken

APRIL 1, 2020

I hustled back into the warm building where my manager asked, “What do you just do?”. Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. In addition, leadership must empower good employees to take care of the customer the best way they see fit.

Self Service 116

Self Service Customer Service Leadership Customer Focused 116

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept.

Leadership 52

Leadership Customer Experience Fashion Culture 52

CX Accelerator

JANUARY 11, 2021

Blueprint for customer-centricity. , Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. I was star-struck.".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

John Paul

JULY 17, 2018

The company, which provides high-end concierge services as part of customer and employee loyalty programs for corporate clients, announces today it has appointed Andrew Quake to lead the Group’s organization as the CEO of APAC. L’article John Paul expands leadership in APAC est apparu en premier sur John Paul. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

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

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage? Everyone “touches” the customer.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics.

Leadership 40

Leadership Customer Success eBook Culture 40

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth. Top Takeaways: A brand is not just about a name.

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. This vision must be shared by your CEO and Senior Leadership Team.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Follow on Twitter: @Hyken.

Leadership 71

Leadership Feedback Customer Service Training Training 71

CSM Magazine

SEPTEMBER 29, 2016

As discussed in Transformative Leadership and Change Realization, “It is inevitably much easier to maintain the status quo, rather than make the tough decisions needed to sustain growth over time. Change Leadership Strategies. The following offers a number of implementable change leadership strategies: 1. About the Author.

Leadership 40

Leadership Strategy Communication Training 40

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. There is NO END to focusing on your customers or staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323