3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.

Know Your Leadership Style

Integrity Solutions

Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. What’s your leadership style? Leadership Style Characteristics.

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Modernize Leadership: Shifting 8 Outdated Management Practices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In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success.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

The Power of Multiplying Leadership

Horizon CX

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. Legendary management consultant and writer Peter Drucker once said, “Culture eats strategy for breakfast.”

What Will be Your Leadership Legacy?

Russel Lolacher

It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health.

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

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.

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.

Tips for High-Performance Team Leadership: A Team Planning Process

Integrity Solutions

Effective team leadership requires a blend of people focus and goal focus. Once you know your leadership style and are working toward a balance of engaging people and executing on goals, the next step for success is implementing a structured team planning process.

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

Experience Matters

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

5 Leadership Actions to Build Trust With Those Who Serve Customers

Customer Bliss

Here are the five leadership actions to build trust across teams. Be bold when challenging ideas, and be bold with your generosity. -- @DHicks, Former VP Global Ops @Twitter #leadership Click To Tweet.

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?’, 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!

Product Management Leadership For This New Era

Forrester's Customer Insights

Product Management SiriusDecisions ResearchThis post outlines three key ways product leaders can use customer input and feedback to drive growth in the coming year.

People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership

Kate Nasser

The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com. National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale.

Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Customer Voice Speaks the True Customer Experience | #CX #Leadership

Kate Nasser

Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com. Listen to the customer voice if you want your business to thrive.

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. Customer Service Leadership People Skills Soft Skills Teamwork assumptions clarity communication emotional intelligence expectation listening management questions Ultimate Customer Service

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 and Change Management

Strativity

That’s why it is so vital to evangelize change management by painting a clear, detailed vision of customer experience and publicly commit to that vision. The post Leadership and Change Management appeared first on Strativity. The transition from product-centricity to customer-centricity is not an incremental change; it is a transformational change.

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. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. The misconnection between leadership and employees around the world is growing.

Customer Voice Speaks the True Customer Experience | #CX #Leadership

Kate Nasser

Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com. Listen to the customer voice if you want your business to thrive.

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners

eglobalis

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

Why Voice of the Customer Matters — and How to Get Leadership Support

NICE inContact

Analytics Contact Center Management Advantages of the Cloud Call Center Best Practices Customer Experience CXone Digital First Omnichannel NICE inContact CXone Omnichannel

Ultimate Guide To Leadership Assessment

SurveySparrow

What is leadership? Leadership is all about driving your team to achieve a shared goal or a vision. Effective leadership will inspire people and make them do things they might have never imagined being capable of earlier. . How is leadership important in business?

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. It doesn't hurt that I had a great conversation with him a few months after I wrote that post and learned more about what he and Simon Sinek were doing together to stand up a leadership institute.

Totango Earns Multiple Leadership Awards from G2

Totango

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. Senior Director, Account Management/Customer Success at Mid-Market Company, Verified Customer Review on G2.

People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership

Kate Nasser

The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com. National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale.

13 stunning stats on the growing CX leadership gap

Alida

According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” The report found the CX leadership gap is the result of either stagnant or declining CX improvements between 2016 and 2017 as, generally speaking, CX quality worsened. The hotel industry managed to be mediocre, with the top ten 10 major brands scoring “okay.”.

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). Let’s address the higher-order themes first, then we’ll go into depth about how they lead you towards accountable leadership. Accountable Leadership Broad Takeaway.

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. The series will include first, how leadership is changing, then how knowledge management is changing and finally, View Article

Storytelling as a management tool

Storyminers

Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. CREATING SOMETHING LIKE A VISION WITH STORYTELLING IS AT LEAST THINKABLE – BUT MANAGING AND DRIVING CHANGE? Storytelling has been around as long as humans have.

Tools 151

The 5 Customer Leadership Competencies Every CCO Must Embrace

Experience Investigators by 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. Using her own experience as well as her keen observations from more than twenty years in the field, Jeanne outlines the 5 Customer Leadership Competencies. Honor and Manage Customers as Assets. Leadership, Accountability and Culture.

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

The Power of Effective CX Leadership

Horizon CX

If a team isn’t performing well, a review of communication practices starting with your leaders—managers, supervisors, officers in charge–is in order. Cultivating leadership potential requires moving from the role of a manager to that of a mentor or a coach. #4 A leader’s role can get quite stressful; torn between deadlines, managing KPIs, analyzing reports, and heading up both planning and execution. They know to manage negative emotions such as fear and frustration.