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).

How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

This post summarises my easily applied learnings that will make your leadership style more efficient and effective, no matter the industry in which you work. Leadership #Management Click To Tweet. Leadership #Learning #Management Click To Tweet. Although I love quotes, especially about how to succeed, I love success even more. Do you?

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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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

Best Practices for Marketing Database Cleanse

Finding a vendor to cleanse and optimize your marketing database can be difficult if you don’t know what to look for. Download the eBook to get the most out of your database cleanse and find an appropriate vendor for your B2B marketing objectives.

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.

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.

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: 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.

3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 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. But they become leadership buzzwords because a bunch of us realize they’re necessary!

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

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.

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

Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The post Five Leadership Principles For Truly Driving More Diversity And Inclusion appeared first on Experience Matters. The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change.

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. Long before I asked these questions of the CEO of Mercedes-Benz USA (MBUSA) Steve Cannon, he had publically declared that his leadership legacy would be the transformation of MBUSA from a product-centric culture to one that was customer-obsessed.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

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.

3 Leadership Behaviors That Prove Your Commitment to Customer-Driven Growth

Customer Bliss

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. Leadership Must Have Consistent and United Behaviors. In order for this to work, you have to understand the following: This must also be your work and the work of a united leadership team. The leadership team must model new behaviors in how they lead. Behavior 1: Unite the Leadership Team.

Leadership Lessons from a Legend!

The DiJulius Group

The post Leadership Lessons from a Legend! Being a leader gives you the opportunity to make a difference in people’s lives. Not only is their livelihood tied up there, but their own sense of self-worth and knowledge. So you want people to be fully engaged and excited about working for you.

Wells Fargo: A Lesson in Leadership & Culture Gone Awry

Experience Matters

CCXP1 Customer-Centric Culture Corporate culture Customer experience Executive leadership Purposeful Leadership John Stumpf Wells FargoIn case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].

019: Leadership Lessons from a Legend!

The DiJulius Group

In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. The post 019: Leadership Lessons from a Legend! What does it take to be an exceptional leader?

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.

5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Yamini’s emphasis on leadership has helped HubSpot quickly adjust to a new working style to accommodate the needs of both employees and customers. The post 5 Must-Hear Conversations About Leadership and Relationship-Building appeared first on Customer Bliss.

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! Jeff Bezos is THE role model customer centric leader and is instilling global best practice leadership into the way his organisation works.

Leadership through listening: Every conversation matters

Talkdesk

The post Leadership through listening: Every conversation matters appeared first on Talkdesk One of things I value most about being a Talkdesk founder is mentoring other entrepreneurs in their start-up journeys.

Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will … and Will Not Grow

Customer Bliss

This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. The Impact of Leadership Bravery…. What happens with leadership bravery is that there is a lens through which leaders make decisions.

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 entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing.

XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters. Customer experience Lead XM - Experience Management

Women in Leadership: My journey in Customer Experience

Talkdesk

The post Women in Leadership: My journey in Customer Experience appeared first on Talkdesk The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself.

H is for Heroes and Other Leadership Lessons from Seth Godin

Customer Bliss

I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what he’s seeing in the world at this time. The post H is for Heroes and Other Leadership Lessons from Seth Godin appeared first on Customer Bliss. inspiration inspirational speaker leadership leadership bravery quotes Seth Godin speaker

CX Leadership Lessons Based On “The Four Agreements”

Doing CX Right

Leadership Article Originally Featured in Forbes August 3, 2020 . From Ruiz’s four fundamental principles, I’ve drawn lessons on leadership, humanizing business and creating satisfying experiences. Many self-help books drive positive changes and personal growth.

Leadership Sets the Tone of the Culture

ShepHyken

Leadership came in and talked about how important it was to deliver a great customer experience to what they referred to as one of their most valuable assets: their customers. He began to lose respect for his leadership. When leadership complains about customers, it gives permission for employees to do the same. Employees seek guidance from their leadership and often look at them as role models. Leadership sets the tone.

3 Leadership Buzzwords that Exist for the Best Reasons

Experience Investigators by 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. But they become leadership buzzwords because a bunch of us realize they’re necessary! Blog Customer Experience Featured buzzwords CCW communication culture Customer Contact Week download engagement leadership motivation report research resources transformation

How to Grow as a CCO: 5 Lessons in Leadership

Customer Bliss

CCO Role CCO cco coach CCO leadership CCO role CCO Role & Success Factors chief customer officerI’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!).

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’. For the second time in my career (after my very first job), I could see exactly what the leadership of a business ‘stood for’ – ironically, it was one of the biggest companies in the world. Leadership Imperative.

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. Why is leadership development important for customer experience? Are you thinking about HOW your leadership works together as you build CX? What is a one-company approach to leadership development?

XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger

Experience Matters

The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters. During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. XM - Experience Management