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.”

The 14 Leadership Principles that Drive Amazon

ijgolding

‘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!

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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.

The 8 Remarkable Traits of Leadership

Steve DiGioia

Leadership. Is that all that’s needed to get the promotion, the raise, or the real leadership position? Leadership leadership traits of leadershipWhat makes a leader? Is it making great speeches or bossing others around? Of course not.

The New Standard: Why Employee Obsession Matters

Our first eNPS survey was a massive wake up call to our leadership. following three to have the most outsized impact on eNPS: > Great facilities > Amazing benefits > Connection to leadership Gourmet Food Compensation Amazing Benefits Great. connection to leadership. leadership.

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.

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.

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.

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?

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.

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

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.

New Technology: Leadership Is Essential

Brad Cleveland

Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. New technologies are not passive — to get good results, they must be implemented with foresight and good planning.

Leadership Beliefs: Are Yours Helping You Lead?

Kate Nasser

Are your leadership beliefs serving you & your teams? The post Leadership Beliefs: Are Yours Helping You Lead? Employee Engagement Hot Topics and New Bits inspiration Leadership beliefs emotional intelligence employee engagement leaders management managers people skills success

How CMO Leadership is Expanding to Include Both Marketing and Customer Experience Transformation – CB81

Customer Bliss

Overview. How do you drive transformation in the highly regulated financial industry?

NPS 48

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.

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.

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.

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.

Leadership Emotion Radar: 12 Employee Emotional Needs to Honor

Kate Nasser

Leadership Emotion Radar: Leaders especially analytic & technical ones must remember to honor these employee emotional needs. The post Leadership Emotion Radar: 12 Employee Emotional Needs to Honor appeared first on KateNasser.com.

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

ijgolding

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.

Leadership Gap: Fixing Unintended Trouble You Create

Kate Nasser

Leaders, when does your leadership gap & how do you fix the trouble you unintentionally create? The post Leadership Gap: Fixing Unintended Trouble You Create appeared first on KateNasser.com.

Moderation Doesn’t Mean Mediocrity | #Leadership

Kate Nasser

The post Moderation Doesn’t Mean Mediocrity | #Leadership appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership People Skills Balance corporate employee engagement extremes insight leaders management managers organization success talents6 tips fr The People Skills Coach™ to tap the tangible power of moderation that engages employees, counterbalances forces, reduces risk, & speeds success.

Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills

Kate Nasser

The post Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills appeared first on KateNasser.com. You would think that holacracy (flat orgs.) would be every employee's dream. Not so. Here's why. Kate Nasser, The People Skills Coach™ reveals why emps. like hierarchy.

Leadership Reawakening: People Not Processes Create & Innovate

Kate Nasser

Launch a leadership reawakening. The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits inspiration Leadership collaboration creativity employee engagement Innovation leaders people skills procedures process driven silos TeamworkLeaders, is your organization process driven. Even addicted to process? Ignite and engage employee innovation this way.

Experienced Leaders: What Can You Still Discover? | #leadership #peopleskills

Kate Nasser

Leadership development from Kate Nasser, The People Skills Coach™. The post Experienced Leaders: What Can You Still Discover? | #leadership #peopleskills appeared first on KateNasser.com. Experienced leaders don't have to become jaded.

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.

Leadership Hurdle: 5 Human Reasons People Are Drawn to Negativity

Kate Nasser

Leadership Hurdle: Do you know how to counteract the power of negativity? The post Leadership Hurdle: 5 Human Reasons People Are Drawn to Negativity appeared first on KateNasser.com. First, understand these human reasons for negativity's draw.

Leadership behaviors required to create a customer-focused culture

NewVoiceMedia

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. The post Leadership behaviors required to create a customer-focused culture appeared first on Blog | NewVoiceMedia. Culture is reflected in how people behave.

CX Competency: Purposeful Leadership (Video)

Experience Matters

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 LeadershipTemkin 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.

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 Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills

Kate Nasser

Leaders, How well do you show leadership strength w/o being harsh? The post Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills appeared first on KateNasser.com. Don't get stuck in the myths of toughness. Insights fr The People Skills Coach™.

NPS® Leadership Excellence at Areas USA

CustomerGauge

The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge. Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ.

NPS 32

The 5 Customer Leadership Competencies Every CCO Must Embrace

360Connext

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.

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.

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

Emotional Intelligence in Leadership: The Godfather Way

LiveChat

Emotional intelligence in leadership – Don Corleone style. As you see, emotional intelligence in leadership is a key skill. The post Emotional Intelligence in Leadership: The Godfather Way appeared first on LiveChat.

Change Resistance: Seek & Replace Crippling Fears | #Leadership

Kate Nasser

We read many leadership posts on change resistance. The post Change Resistance: Seek & Replace Crippling Fears | #Leadership appeared first on KateNasser.com. Careers & Jobs Coaching Professional Employee Engagement Hot Topics and New Bits Leadership Thriving in Change behavior change Change coaching Comfort with change development fear of change leaders organization stuck in fear thriving in changeIn the end, we must find & dispel the fears to succeed.

Lean Leadership: Go and See for Yourself

CX Journey

Image courtesy of (Tie)ler I originally wrote today's post for Intradiem. It appeared on their blog on April 5, 2016. I've made minor updates since then.

Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

The post Team Building Across Generations – Proven Approach | #leadership appeared first on KateNasser.com. Here's a proven approach fr The People Skills Coach™ to team building across generations. Let youthful energy & mature experience increase innovation!