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.

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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

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.

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.

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.

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.

How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.

Tools 227

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.”

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.

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.

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 […].

12 CX Factoids: Ratings, People, and Leadership (Infographic)

Experience Matters

In this infographic, we examine 12 factoids on CX ratings, people, and leadership. The post 12 CX Factoids: Ratings, People, and Leadership (Infographic) appeared first on Customer Experience Matters®. Customer experience Employee Engagement Infographic Purposeful LeadershipIt’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights.

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.

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture.

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.

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.

Business Growth leverages Profitable Leadership Communication

One Millimeter Mindset

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.

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).

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.

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.

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.

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!

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.

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 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.

The New Face of Leadership: Capturing and Distributing Institutional Knowledge Part 1

MaritzCX

Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.

3 Industry40 Soft Skills catalyze Personal Development and Leadership

One Millimeter Mindset

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future?

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.”

Modernize Leadership: Steve Jobs Demonstrates Purpose and Values

Experience Matters

In a recent post, I discussed how management practices have become outdated and that there’s a strong need to Modernize Leadership. Compelling Brand Values Customer experience Executive leadership Purposeful Leadership Apple Steve JobsThis change requires eight distinct shifts in how we lead organizations. I just ran into this great video of a speech that Steve Jobs gave in September 1997. It’s really worth watching.

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.

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

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.

Podcast: Purposeful Leadership With Tom Feeney, Safelite CEO

Experience Matters

Temkin Group defines purposeful leadership as operating consistently with a clear, well-articulated set of values. Customer experience Executive leadership Purposeful Leadership Podcasts Purpose Safelite leadership Tom Feeney Safelite GroupAs part of Temkin Group’s celebration of 2017 as The Year of Purpose, I interviewed Tom Feeney, President & CEO of Safelite Group.

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.

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.

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.

Destructive Leadership Practices: Is Your CEO in Denial?

360Connext

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? The following is a Best of 360Connext post.

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.

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.

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