Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. 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.

Modernize Leadership: Detect and Disseminate

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

Modernize Leadership: Observe and Improve

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

Modernize Leadership: Engage and Empower

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

Modernize Leadership: Learn and Adjust

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

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.” The hotel industry managed to be mediocre, with the top ten 10 major brands scoring “okay.”.

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. Honor and Manage Customers as Assets.

Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18

Kate Nasser

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. The post Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18 appeared first on KateNasser.com.

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).

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. 6 Recipes to Manage Your Customers as Assets. Customers as Assets c-suite customer experience leaders CX leaders CX transformation leadership behaviors

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.

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.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

The 14 Leadership Principles that Drive Amazon

ijgolding

In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. ‘Did you know that Amazon have actually embedded 14 leadership principles into the way they work?’,

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.

The Lost Art of Servant Leadership

CSM Magazine

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Study after study demonstrates how most managers fail. Finally, management jobs are tougher.

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.

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.

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.

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.

Servant Leadership: A 4-Step Playbook

Gainsight

Nowadays, I don’t hear many stories about servant leadership in the media. I think we need more compelling stories of leadership in our lives. Servant leadership is the idea that leaders serve their teams rather than teams serving their leaders.

Why People Leave Managers

CX Journey

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins.

8 Leadership Strategies From An Influencer

Beyond Philosophy

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. The post 8 Leadership Strategies From An Influencer appeared first on.

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™.

Connecting People: The Key to Customer Centric Leadership

ijgolding

Among others, I was interviewed by the company chairman and the managing director. I was recruited for the role of auditor by the audit manager. Leadership-Employee ‘Misconnection’. However senior I seemed to become, the less connected to leadership I appeared to be.

5 #Leadership Books You Must Read in 2019

CX Journey

The story takes you through several examples of how one CEO, who loves to lead and to manage, uncovered these three root causes and how he put them into practice at a couple different companies in different industries. core values culture employee experience leadership workplace

Team Management Tips for Amazing Customer Success Leadership

Amity

SaaS Tattler Issue 104: Team Management Tips for Amazing Customer Success Leadership. Managing a team is never an easy task. Like anything, leadership takes work, this is why we’re dedicating this week’s SaaS Tattler to improving your management skills.

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

Customer Bliss

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership.

What My Boss Taught Me about Leadership

Beyond Philosophy

His style of management was inclusive, but also you knew who was boss. I hear him in the back of my head when I am managing my team or presenting to an audience or listening to a client. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. The post What My Boss Taught Me about Leadership appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Let me set the scene.

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.

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. One-company accountability, leadership, and culture. Your thoughts on strategic management?

You want talent, but can you manage it?

CX University

This means they manage to keep 12,588 employees happy. Town hall meetings are held on an organizational level and at a functional level, giving leadership a bird’s-eye view of engagement and morale. The post You want talent, but can you manage it?

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

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

Customer Bliss

Prior to joining Concur, Tabitha built and led the Customer Insights practice for Citrix as the Managing Director of Customer Insights and developed the CX programs for the Healthcare division of Philips as thecGlobal Director of Customer Experience. General Episode Overview.

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.

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.

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™.

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