Modernize Leadership: Shifting 8 Outdated Management Practices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.

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

Kate Nasser

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

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In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

Leaving a Leadership Legacy {Infographic}

Michelli Experience

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: 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

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.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

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.

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.

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).

Vulnerability Is A Strong Leadership Trait

The DiJulius Group

But one of the lessons I learned is that, in the transition from management to leadership, I had to open up. The post Vulnerability Is A Strong Leadership Trait appeared first on The DiJulius Group. Measuring Your Customer's Experience Training To Provide A World-Class Customer Experience World-Class Leadership

The Next Generation of Customer Success Leadership

Gainsight

You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. As CEOs and CS teams go through this transition, both sides are trying to determine the type of leadership needed for this “2020” phase.

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.

Customer Journey Management – it’s not just about the mapping!

ijgolding

Yet what is becoming clearer and clearer over time, is that despite the process of ‘mapping’ becoming more sophisticated over time (through the creation of prettier pictures), too few are using the mapping of the journey as one component of the art of customer journey MANAGEMENT.

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?

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.

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

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. Ability to plan, implement, and manage change.

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.

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.

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.

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.

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

ijgolding

If you pick the right people and give them the opportunity to spread their wings and put compensation as a carrier behind it you almost don’t have to manage them. The post Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

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.

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.

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.

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

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™.

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

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

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.

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.