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).

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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

3 Leadership Buzzwords that Exist for the Best Reasons

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!

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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.

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Executive leadership Purposeful LeadershipIn a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

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.

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.

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.

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.

Leaving a Leadership Legacy {Infographic}

Michelli Experience

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

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.

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.

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.

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 […].

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.

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.

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.

Manage Expectations w/ These People Skills | #PeopleSkills #Leadership

Kate Nasser

It improves leadership, teamwork, sales, & customer service experience. The post Manage Expectations w/ These People Skills | #PeopleSkills #Leadership appeared first on KateNasser.com. Manage expectations with these people skills.

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).

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.

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.

5 #Leadership Books You Must Read in 2019

CX Journey

This book chronicles Bob's history with Barry-Wehmiller and, more importantly, his own epiphany about leadership, i.e., that leaders have an awesome responsibility over their employees and must treat people like people. core values culture employee experience leadership workplace

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.

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?

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.

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.

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.

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.

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

ijgolding

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.

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.

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.

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.”