Oxford CEO Demonstrates Purposeful Leadership

Experience Matters

One of the key ingredients to a customer-centric organization is Purposeful Leadership. This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me).

Modernize Leadership: Detect and Disseminate

Experience Matters

That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer Connectedness Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

Catching Great Leadership Skills

Michelli Experience

Leadership skills learned from a great leader. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. Given the limitations of this blog, I will mention three elements of his leadership brilliance that I will always treasure: Leading Self First.

Episode 46 – Transformational Customer Experience Leadership

Kristina Evey

Shownotes… Transformational Leadership for Customer Experience Success Truly understanding and embracing the CX and EX is essential for long-lasting business … Read More Episode 46 – Transformational Customer Experience Leadership. The post Episode 46 – Transformational Customer Experience Leadership appeared first on Kristina Evey. Customer Experience Leadership Podcasting Uncategorized

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Modernize Leadership: Observe and Improve

Experience Matters

That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

3 Leadership Buzzwords that Exist for the Best Reasons

360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. Engaging customers means connecting with them emotionally.

Modernize Leadership: Engage and Empower

Experience Matters

That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

Large Companies Lack Purposeful Leadership

Experience Matters

As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. Customer experience Purposeful LeadershipIt requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. How prevalent are these attributes? To answer this question, I tapped into Temkin Group’s consumer benchmark study and examined feedback from more than 5,000 U.S. employees.

Connecting People: The Key to Customer Centric Leadership

ijgolding

Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. Leadership Imperative.

Modernize Leadership: Learn and Adjust

Experience Matters

That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. Customer experience Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

The 14 Leadership Principles that Drive Amazon

ijgolding

In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. Not only am I a regular customer of the global retail giant, I am also a huge fan of the man who founded the company.

Leaving a Leadership Legacy {Infographic}

Michelli Experience

CX Competency: Purposeful Leadership (Video)

Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. By mastering Four Customer Experience Core Competencies. This video provides an overview of Purposeful Leadership, where the goal is for leaders to act consistently with a clear, well-articulated set of values. Customer experience Executive leadership Purpose Purposeful Leadership

How to Grow as a CCO: 5 Lessons in Leadership

Customer Bliss

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!).

Value-add leadership development for customer experience

Customer Bliss

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development.

Leadership Sets the Tone of the Culture

ShepHyken

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. He began to lose respect for his leadership. Leadership sets the tone.

Purposeful Leadership Lessons From Coach Brad Stevens

Experience Matters

I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. The post Purposeful Leadership Lessons From Coach Brad Stevens appeared first on Customer Experience Matters®. Customer experience Purposeful LeadershipIn case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies.

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? One-company executive leadership: The key questions.

Leaving a Leadership Legacy

Michelli Experience

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. In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success?

The Power of Effective CX Leadership

Horizon CX

We often hear that to deliver a great customer experience, it must start at the top with executive buy-in and commitment. In customer-centric organizations, issues are resolved with the customers’ best interests in mind. Great customer experience is an organization-level pursuit.

Wells Fargo: A Lesson in Leadership & Culture Gone Awry

Experience Matters

In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells Fargo

Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

Compelling Brand Values Customer Connectedness Customer experience Employee Engagement Executive leadership Purposeful LeadershipOver the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same.

Recipes for Leadership Behaviors that Drive Customer Experience Transformation

Customer Bliss

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. Your goal for the company should be to focus on improving the lives of your customers.

Overcome Leadership Bias: 5 Common Types and the #1 Solution

360Connext

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers.

13 stunning stats on the growing CX leadership gap

Vision Critical

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

3 Ways Marketing Creates Customer Experience Leadership

ClearAction

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer.

The 5 Customer Leadership Competencies Every CCO Must Embrace

360Connext

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

ijgolding

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

ijgolding

The question was a precursor to defining why Customer Experience needs good, strong leadership. This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

The 3 Big Old Secrets Of Accountable Leadership

Customer Bliss

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions).

3 Leadership Buzzwords that Exist for the Best Reasons

360Connext

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it.

Unite the Leadership Team on Customer Asset Growth

Customer Bliss

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Take these actions in unison across the leadership team.

How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Develop a Customer Health Dashboard to Help You Focus Your Journey Map Needs.

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership

ijgolding

Whilst I do not proclaim to be a shining example of leadership myself, I am constantly looking for new ideas, knowledge and inspiration that will help me to become ever more effective in my specialism. David’s take on leadership applies to any organisation – anywhere in the world.

How Do You Unite Leadership to Make Decisions That Drive Customer Growth?

Customer Bliss

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” Most leadership teams don’t invest in the deep thinking required to answer these questions.

12 CX Factoids: Ratings, People, and Leadership (Infographic)

Experience Matters

In this infographic, we examine 12 factoids on CX ratings, people, and leadership. The post 12 CX Factoids: Ratings, People, and Leadership (Infographic) appeared first on Customer Experience Matters®. Customer experience Employee Engagement Infographic Purposeful LeadershipIt’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights.