Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them.

Leadership 97

Leadership Hospitality Social Media Interaction 97

Experience Investigators by 360Connext

JUNE 24, 2015

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. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media? Blog Customer Experience Featured complaints leadership linkedin loyalty Social Media' Focus on speed and simplicity – with an emphasis on first contact resolution.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. Old patterns will prevail.

Management 119

Management Employee Engagement Culture Leadership 119

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial? More Posts - Website Follow Me: The post Destructive Leadership Practices: Is Your CEO in Denial?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. You might take some ideas from what they did: All leaders attended Situational Leadership II training.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

OCTOBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Michel Falcon Experience

APRIL 27, 2018

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. A diagram to share with your company and team.

Culture 122

Culture Social Media Employee Engagement Video 122

Experience Investigators by 360Connext

MARCH 11, 2015

It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! And if EVERYONE is writing a blog about the lessons of the latest social media brand disaster, you may not need to add to the noise. Ours at 360Connext is no exception!

Tips 110

Tips Social Media Leadership Exercises 110

Customer Bliss

JUNE 14, 2019

Keep Employees Engaged and Informed. Internal social networking. To keep the salespeople engaged, Chester and his team have instituted quarterly meetings for updates on the business, priorities, and strategies. ” I'm a big believer that people should be led through situational leadership.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

DECEMBER 5, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. Blog Customer Experience Featured Innovation business growth improvement leadership linkedin'

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

MARCH 31, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' It’s all about you.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

APRIL 10, 2015

This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek. Shonali explains, in her lovely accent, how social is the standard now. Shonali Burke.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

CSM Magazine

NOVEMBER 19, 2020

On social media, a lot of people often say “I am responsible for what I type. While this is applicable to social media, it is not in the office space. The process involved in academic writing is like training grounds for leadership. Your words decide the relationship you create. Final thoughts.

Management 139

Management Social Media Communication Report 139

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Typically, the CXO is a member of the senior leadership team and is responsible for ensuring the customer experience is integrated across the entire company.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySensum

FEBRUARY 26, 2024

Pulse surveys are like little check-ins that happen regularly – weekly or monthly, and they’re designed to capture how your employees are feeling about different aspects of their jobs. This is why you need employee pulse survey tools. Now, designing and launching these surveys requires the right tool, right?

Tools 52

Tools Survey Employee Engagement Culture 52

Experience Investigators by 360Connext

MARCH 30, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Marketing 110

Marketing Social Media Consulting Leadership 110

Playvox

MARCH 12, 2024

You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance.

Contact Center 78

Contact Center How To Call Center Gamification 78

CSM Magazine

JANUARY 26, 2024

His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees. He advocated for the idea that each employee, regardless of position, has a role in influencing the customer’s perception of the company.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Experience Investigators by 360Connext

DECEMBER 8, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Blog Customer Experience Featured business growth Entrepreneurship leadership linkedin management strategy' Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

FEBRUARY 5, 2015

In some of the locations, they posted his picture in the aisles and organized on-site protests, demanding his return to leadership. Employees ranging from managers to stock boys firmly declared loyalty to “Arthur T.” ” because he often visited the stores and interacted personally with the staff.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Impressive #leader who understands what #customer first leadership means. Finally, Ken Chenault summed up leadership and vision.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

B2B 271

B2B B2C Social Media Retail 271

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. Uniquely effective employee engagement ideas to drive retention. Social Skills .

Engagement 52

Engagement Social Media Employee Engagement Financial 52

Michelli Experience

SEPTEMBER 9, 2016

That said, I took notice when the esteemed Harvard Business Review ( HBR ) recommended the practice of “gratitude” as a “bona fide” leadership competency. A common factor limiting employee engagement is a lack of rewards/recognition. emphasized the value of gratitude in the context of “positive currency” and “bull markets”.

Social Media 100

Social Media Leadership Employee Engagement Financial 100

Michelli Experience

JUNE 28, 2016

For years companies have been trolling social media to see what customers post about brand experiences. The best example of what I refer to as “personal brand vetting” is a British start-up, Score Assured, that allows landlords to assess potential tenants based on information gleaned from their social media accounts.

Brands 185

Brands Social Media Financial Analysis 185

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. A frequent speaker and writer on engagement. . I mean, you’re talking stories, you’re talking about leadership. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98