Leadership accountability is killing your customer experience

Customer Bliss

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.”

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

Customer Bliss

Most leadership teams don’t invest in the deep thinking required to answer these questions. Through communication of these commitments and actions they prove to be a powerful “prove-it” leadership strategy. Take these actions in unison across the leadership team.

13 stunning stats on the growing CX leadership gap

Vision Critical

According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” There are ways to reclaim customer loyalty so you’re not on the wrong side of the widening CX leadership gap.

Leaving a Leadership Legacy {Infographic}

Michelli Experience

We Have a Crisis in Leadership

CX Journey

And, by company, I mean, the leadership of the company. So let's talk about leadership. It's been more than five years since I first listened to - and wrote about - Bob Chapman's TEDx talk about Truly Human Leadership.

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.

Recipes for Leadership Behaviors that Drive Customer Experience Transformation

Customer Bliss

The dedication my grandparents had to my family showed me what good leadership looked like. Stair-step them and get agreement with your leadership team – because of course, success can only truly start once your teams operate with a one-company, united goal.

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).

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

Make the Customer Leadership Executive an Officer of the Company. After initiating the CCO job, it’s important to establish the working relationship between the company leadership and the CCO.

The 14 Leadership Principles that Drive Amazon


‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’, For reasons unbeknown to me, the fact that Amazon have 14 leadership principles had completely passed me by. Fourteen leadership principles seems like a lot!

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

Customer Bliss

In this episode, I talk to Josh about what customer experience leadership looks like in a large, multi-service organization like Samsung. Present the Customer Experience Story to Leadership.

Leadership Unfairness: Reasons Leadership is Unfair to Leaders

Kate Nasser

Leadership unfairness: Great leaders know that leadership is unfair to them in these ways & here's why they don't mind! The post Leadership Unfairness: Reasons Leadership is Unfair to Leaders appeared first on KateNasser.com.

Connecting People: The Key to Customer Centric Leadership


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.

CCO Survival Skill: Creating a United Leadership Team

Customer Bliss

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.

Business to Business Customer Experience Leadership, With Tabitha Dunn – CB49

Customer Bliss

Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. ” Eventually this plan was kicked up to leadership team members associated with service delivery, and some behaviors were modified at each level.

Leadership and Crafting the Customer Experience in Consumer Goods with Kathy Tobiasen

Customer Bliss

She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . She and her team had to explain to executive leadership what was happening from a customer point of view and have them care about it. Overview.

Responsible Authenticity Includes Filtering! | #Leadership

Kate Nasser

The post Responsible Authenticity Includes Filtering! | #Leadership appeared first on KateNasser.com. inspiration People Skills Soft Skills authenticity communication disrespect interaction interpersonal skills Leadership people skills respect trust

Growing Leadership Listening Skills With 6 CX Recipes

Customer Bliss

You only need to engage active leadership listening and direct the organization to hear your customers’ stories. Leadership will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. Leadership Listening Recipes.

Award Winning CX Leadership in Banking, with Mark Slatin – CB58

Customer Bliss

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank.

Customer Experience Leadership in the Ever-changing Media Landscape with Amy Shioji of USA Today

Customer Bliss

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss.

Why to Apply The Servant Leadership Approach in Customer Service?

Provide Support

Why to Apply Servant Leadership in Customer Service. Articles leadership leadership in customer service servant leadership

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


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?

CEX Leadership – Walk a Day in the Shoes of Your Staff - Transforming the Customer Experience

Kristina Evey

CEX Leadership Tip – Walk a day in the shoes of your frontline staff. Walk in the Shoes of Your Staff. So many leaders fight this, but the single most effective way to truly engage with staff and customers is to literally do their job with them.

Leadership Influence vs. Manipulation | #peopleskills

Kate Nasser

Do you see leadership influence as manipulation? The post Leadership Influence vs. Manipulation | #peopleskills appeared first on KateNasser.com. It isn't. It inspires & ignites diverse views. It awakens & explores. It connects & creates.

Gaining Leadership Commitment is Your First CX Competency Milestone

Customer Bliss

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. Gaining leadership commitment to the five competency framework is your first milestone. One-Company Leadership.

Uniting Your Leadership Team begins with a Code of Conduct

Customer Bliss

Use the CX journey framework and encourage your leadership team to think tactically through the customer experience, stage by stage: What must the company always do for customers to honor them and earn the right to grow? The lens for making decisions varies by leader.

Lasting Effects of Rabid Emotionally Charged Leadership

Kate Nasser

Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on KateNasser.com.

Leadership Humility Myths Fears & Truths

Kate Nasser

Leadership humility myths and fears don't have to stop you from leading well. The post Leadership Humility Myths Fears & Truths appeared first on KateNasser.com. Hot Topics and New Bits inspiration Leadership emotional intelligence empathy fear Humility leaders management managers myths People Skills respect truthReplace them with these truths. By Kate Nasser, The People Skills Coach™.

Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX

Customer Bliss

In this episode replay, I chat with Catherine Courage , the VP of Ads and Commerce User Experience at Google about how she created the path of her CX leadership role. CX Leadership Lessons Learned. Happy New Year!

Leadership: 5 Keys to Succeeding With Leaders Who Crave Change

Kate Nasser

5 keys to understanding & succeeding with them from Kate Nasser, The People Skills Coach™ |Leadership Teamwork Employee Engagement. The post Leadership: 5 Keys to Succeeding With Leaders Who Crave Change appeared first on KateNasser.com.

5 Tips for Effective Leadership in Customer Service

Provide Support

5 Tips for Effective Leadership in Customer Service. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service. Articles Tips and Tricks customer service leadership leadership in customer service

Unite the Leadership Team on Customer Asset Growth

Customer Bliss

Is your leadership team united in focusing on customer asset growth? Take these actions in unison across the leadership team. Deliver united leadership communication that focuses on “Customers as Assets.”

Leadership Lessons: Running into the Same Wall

CX Journey

If you ever wanted to know a little more about me - and my leadership style and challenges - here's your chance. From there, he delves into leadership beliefs and then into the all-important story or challenge that made you who you are as a leader. leadership

The 5 Customer Leadership Competencies Every CCO Must Embrace


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.

How Frustration–Through Design–Became Market Leadership


The post How Frustration–Through Design–Became Market Leadership appeared first on Mike Wittenstein. Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […].

8 Leadership Strategies From An Influencer

Beyond Philosophy

The post 8 Leadership Strategies From An Influencer appeared first on. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.

Service Leaders: Serving Well vs. Loving to Serve | #Leadership #Custserv

Kate Nasser

By Kate Nasser The People Skills Coach™ | Leadership, Teamwork, Customer Service, Morale. The post Service Leaders: Serving Well vs. Loving to Serve | #Leadership #Custserv appeared first on KateNasser.com. Service leaders, loving to serve outpaces serving well. Here's why.

Top Leadership Competencies

Brad Cleveland

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.

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


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.

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!


The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos! Customer retention and loyalty CX Leadership CX Professionals CX Strategy People Amazon customer centric leadership GE General Electric jack welch Jeff Bezos leadership