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 Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Seaton CX

NOVEMBER 1, 2022

And you’ve heard that CX engagement begins with getting buy-in, executive alignment, shared vision, thought alignment, or pick-your-favorite-buzzword-de-jour. There are 5 stages of CX engagement—Ignorance, Skepticism, Buy-in, Commitment, and Action. But they still haven’t exercised. Conflicting priorities. Buy-in isn’t enough.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. 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?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. At the same time.

Leadership 61

Leadership Communication Customer Retention Sales 61

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Learning, on the other hand, happens when subjects are actively engaged in solving problems or achieving goals.

Leadership 59

Leadership Culture Competitive Advantage Study 59

CX University

SEPTEMBER 27, 2018

Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. We want something much simpler, which employees and leadership can understand intuitively and which will truly motivate people to create a great workplace and satisfy customers. . Empathy is a goal and a process.

Employee Engagement 71

Employee Engagement Engagement Strategy Competitive Advantage 71

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? Our partnership and pre-built SuccessBLOC with Higher Logic makes it seamless for Totango partners to support community engagement and development. As a leader in customer success, who’s your friend in the C-suite? Who owns the customer community for your organization?

Customer Journeys 97

Customer Journeys Customer Success Exercises Touchpoint 97

CX Journey

DECEMBER 28, 2017

During long term engagements, it is a good idea for mentors to revisit goals with protégés and update them if necessary, or specify any new goals that emerge. This could be a reading, an exercise, or research. There’s a lot going on in a protégés mind and you’ve made an impact no matter how long that engagement lasted.

Leadership 91

Leadership Guidelines Exercises Feedback 91

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. To establish and solidify that customer experience is indeed part of an organization’s strategy, senior-leadership engagement is critical, even if there is no C-level role assigned to CX.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Maz Iqbal

OCTOBER 26, 2014

What about leadership: is the exercise of leading and leadership reducible to a formula? And that includes the dimensions of Customer (customer service, CRM, customer experience) and of Leadership. Is great customer service reducible to a recipe? What Constitutes The Deepest Lack Of Intelligence? You may disagree.

Leadership 96

Leadership CRM Employee Engagement Culture 96

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. It was easy to fix and those customers immediately engaged more with the communications they did receive. Product roadmaps. Customer feedback dashboards. What if there was a magic wand?

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

SurveySparrow

OCTOBER 10, 2020

That is why popular wisdom is that it’s well worth investing in workforce engagement in the Workplace. After all, only if employees are engaged will they care about the company. It’s a good thing; there are plenty of excellent workforce engagement software to make that all possible. . Employee engagement is talked about a lot.

Tools 59

Tools Engagement Employee Engagement Employee Experience 59

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. This meant that when employees engaged with one another, they were empowered to positively reinforce active listening behaviors. Include role-play exercises in regular training cadences.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Education Services Group

MAY 16, 2022

But maybe not by much if I can speak for those who have been working for many years in the complicated environments of multi-modal, multi-channel, and multi-layered customer engagements in the enterprise world. This isn’t a theoretical exercise I’ve been engaging in by writing this. Partners, what good are they anyway?

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

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

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Are there leaders who aren’t engaged with the work around improving the customer experience who should be?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Alida

AUGUST 24, 2016

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. In the workplace, we look for opportunities to make our mark, demonstrate our value and leadership and give back to society.

Engagement 100

Engagement How To Culture Policies 100

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Next, we conduct the forensic portion of this exercise. At that point, level of engagement changes. Next, attendees are perplexed about why this exercise is so difficult for them.

Exercises 88

Exercises Innovation Leadership Report 88

Kristina Evey

JULY 9, 2014

Companies with clearly defined cultures have a high level of staff engagement. Companies with high staff engagement have low turnover rates, high staff morale, staff feels more empowered, and the staff make decisions that benefit both the company and the customers. So, how do you define your culture? Leave nothing to chance.

Culture 225

Culture Customer Centricity Loyalty Leadership 225

ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

ShepHyken

JANUARY 15, 2024

” His books, Getting Physical: How to Stick With Your Exercise Program , Invent Business Opportunities No One Else Can Imagine , and Competent is Not an Option: Build an Elite Leadership Team Following the Talent Development Game Plan of Sports Champions , are available on Amazon.

Sports 80

Sports How To Exercises Culture 80

One Millimeter Mindset

APRIL 15, 2021

You give yourself permission to exercise personal choice about your professional future. Engage me to present a One Millimeter Mindset program! Babette Ten Haken, Founder & President of One Millimeter Mindset Speaking & Consulting, catalyzes trust-based, purpose-driven, cross-functional leadership. Contact me here.

Leadership 96

Leadership Exercises Innovation Consulting 96

ClearAction

APRIL 16, 2024

Mainstream Voice of Customer practices are hurting data quality, which reduces buy-in, engagement, credibility, and CX job tenure. Instead, pay attention to what customers say during your word strip exercise above. These things are Moments of Truth: points in their experience where they’re inclined to disengage or engage more.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Education Services Group

NOVEMBER 28, 2022

Grouping your customers by common characteristics drives efficient engagement and enables a more personalized scale strategy. The workbook is meant to serve as a launching point for these exercises within your own CS organization. Needless to say, this exercise can be pretty eye-opening!

Customer Success 52

Customer Success Exercises Financial Tools 52

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Management 78

Management Leadership Conference Examples 78

ClearAction

NOVEMBER 14, 2022

These gains can be measured in productivity, engagement, succession, and tenure. Craft your surveys and engagement efforts in accordance with JTBD and intrinsic motivators. This can be done in many ways, such as a “ 6 degrees of separation ” exercise. Who depends upon whom?

Employee Experience 71

Employee Experience Strategy Exercises Government 71

Integrity Solutions

SEPTEMBER 22, 2022

Ultimately, this is the kind of leadership that transforms sales teams and elevates business results. The question is, how well do your sales leadership skills measure up where it really counts? .” Developing Stellar Sales Leadership Skills. What values and ethics do we live by? The second time?

Leadership 24

Leadership Sales Culture Exercises 24

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. When done well, a customer experience culture provides: An engaged, empowered workforce. How can you create a customer-first culture? I get asked this question quite a bit. I wish there were a simple recipe: Oh!

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full. What do you recommend?

Sales 52

Sales Customer Success Tourism Roadmap 52

Experience Investigators by 360Connext

JUNE 8, 2021

This exercise is a great way to predict what you need to change to be there for the changing customer journey. Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. Future State Customer Journey Mapping. Who is the customer in one year or five?

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

One Millimeter Mindset

MARCH 8, 2023

Why do this exercise today, tomorrow, and moving forward? Yes, the first stranger to re-engage with is yourself. As a result, even though these people look extremely familiar to me, I see them with fresh eyes. I devote the same quality of perception as I do for meetings with folks I truly have never met. Meet people where they are.

Consulting 75

Consulting Innovation Exercises Meeting 75

SuiteCX

OCTOBER 22, 2015

suitecx Thought Leadership: Balancing Customer Needs. While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. suitecx ©2015, suitecx Inc.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. In the example below, Amy maps out an onboarding journey, but you can perform this exercise using any customer journey. Let’s get started.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

CX Journey

MARCH 20, 2019

The first Culture Perception Gap statistic PwC uncovered states that 71% of C-suite and board respondents believe that culture is a priority on the leadership agenda of their organizations, while only 48% of non-management employees agree. Listen and engage them to design and establish the culture you desire.

Culture 109

Culture Leadership Exercises Groups 109

One Millimeter Mindset

MAY 13, 2021

At first, I absolutely dreaded the nightly mental exercise. Engage me to present a One Millimeter Mindset program! Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Searching for a one-on-one catalyst to get you unstuck?

Training 84

Training Meeting Leadership Exercises 84

CX Journey

APRIL 3, 2019

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises. Without that understanding, the exercises have failed. Characterize. Research your customers. Identify the jobs they are trying to do.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Education Services Group

FEBRUARY 22, 2022

The 2021 Customer Success Leadership Study found that 54% of CS organizations report directly to the CEO. But engaging with head honchos is a whole new ballgame. You’ve got to level up your communication skills to build a rock-solid foundation of trust with your leadership so that you can accomplish your short and long-term goals.

Leadership 52

Leadership Customer Success Exercises Communication 52