Customer Bliss

JANUARY 13, 2020

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below, in which I walk through the quiz that’s available here on my website for you to take and use with your team.

Leadership 144

Leadership Chief Customer Officer Video Company 144

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?”

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

CloudCherry

SEPTEMBER 18, 2018

Being able to show how your team moved the needle and contributed to goals will help make a strong business case for future investments. . Understanding what drives CEOs can help create a more compelling case – even when all the data isn’t in yet. CX teams also need to appeal to the emotional side of executives.

Financial 186

Financial Measurement Leadership Resources 186

Michelli Experience

JANUARY 26, 2016

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. How do you see culture playing into your business objectives? And most importantly….

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

ijgolding

NOVEMBER 23, 2018

The overriding reason why organisations are measuring VOC badly, is that leaders are more interested in hitting targets and massaging egos, than they are in genuinely understanding what they key drivers of customer perception actually are. Sadly, there are few legacy organisations that are not doing these things continually.

Measurement 208

Measurement Banking Gamification Financial 208

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

ShepHyken

JUNE 8, 2021

Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books. That’s amazing!”,

Leadership 100

Leadership Innovation Culture Customer Service 100

CloudCherry

SEPTEMBER 18, 2018

Being able to show how your team moved the needle and contributed to goals will help make a strong business case for future investments. . Understanding what drives CEOs can help create a more compelling case – even when all the data isn’t in yet. Register now to secure your spot. Read her full bio here.

Financial 150

Financial Measurement Leadership Resources 150

Experience Investigators by 360Connext

JULY 28, 2020

What’s Your Organization’s CX Mindset? There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it. What does success look like? What do we need to get there? Start with your company’s goals.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CX Journey

NOVEMBER 1, 2017

Culture is such an important part of your business. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking. Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking. It's really the foundation of the organization.

Culture 233

Culture Policies Metrics Leadership 233

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?”

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

CloudCherry

SEPTEMBER 18, 2018

Being able to show how your team moved the needle and contributed to goals will help make a strong business case for future investments. . Understanding what drives CEOs can help create a more compelling case – even when all the data isn’t in yet. CX teams also need to appeal to the emotional side of executives.

Financial 150

Financial Measurement Leadership Resources 150

Lumoa

JANUARY 9, 2018

We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018??

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

Upstream Works

NOVEMBER 22, 2022

Furthermore, when customers did make an effort to engage, it was never easy – by design – as customer service was expensive to provide and in the eyes of leadership, did not produce much ROI. Before pursuing paths to modernization, contact center leaders must first understand what needs to change and why.

Technology 78

Technology Contact Center Customer Service Social Media 78

Michelli Experience

JANUARY 3, 2018

All too often companies drift in what I call “shiny ball syndrome.”. On the topic of business focus, Warren Buffett is quoted by Scott Dinsmore as identifying a 5 step process for prioritizing true success: 1) Know what you want – List your top 25. 2) Pick your top 5. 3) Plan for your top 5. One More Thing?

Consulting 113

Consulting Automotive Leadership Resources 113

Press 1 For Nick

SEPTEMBER 13, 2020

A strong digital transformation strategy to usher a company into the digital age is critical for the company’s legacy. Competitors who made the move to more modern systems are ahead Risks of maintaining legacy/ on-premises: outdated, difficult to scale, and expensive to maintain, difficult to integrate with modern cloud software investments.

Contact Center 52

Contact Center Call Center Solutions Leadership Call Center 52

Gainsight

NOVEMBER 2, 2022

Legacy KPIs need to be revised by organizations that want to take advantage of new data, new technologies, and novel algorithms, according to Michael Schrage, a research fellow at the MIT Sloan School Initiative on the Digital Economy. The legacy notion of certain KPIs, sales, and profit, yeah, we’re going to keep them.

Retail 52

Retail Metrics Software Customer Success 52

One Millimeter Mindset

APRIL 22, 2021

Plus, the pandemic wardrobe of business casual on top and sweatpants on the bottom became your preference, didn’t it? Then, will you regret (or even resent) dividing your time, energy, and professional equilibrium between these two operating modes? Which virtual – and siloed – professional habits best meet your needs, moving forward?

Leadership 75

Leadership Consulting Innovation Meeting 75

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

Customer Service 100

Customer Service Hotels Leadership Culture 100

Michelli Experience

JANUARY 3, 2018

All too often companies drift in what I call “shiny ball syndrome.”. On the topic of business focus, Warren Buffett is quoted by Scott Dinsmore as identifying a 5 step process for prioritizing true success: 1) Know what you want – List your top 25. 2) Pick your top 5. 3) Plan for your top 5. One More Thing?

Consulting 100

Consulting Automotive Leadership Resources 100

Gainsight

APRIL 11, 2023

This is our favorite time of the year, and we can’t wait to come together with the CS community and beyond at Pulse 2023 to envision what’s next for our industry. Digital Strategies to Help You Achieve More With Less Looking to give your team new superpowers in 2023? We’re all in this together.

Leadership 52

Leadership Conference Customer Success Customer Retention 52

One Millimeter Mindset

FEBRUARY 18, 2021

Your professional core capabilities are learned and innate capabilities. Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? Ask yourself: what is the story your resume tells employers, colleagues, and clients?

Leadership 79

Leadership Innovation Employee Experience Industry 79

Press 1 For Nick

SEPTEMBER 13, 2020

First and foremost, understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. Also, consider what risks leadership is willing to take before, during, and after executing the plan. What are current pain points? What do you want the reputation to be?

Tips 52

Tips Call Center Solutions Leadership Call Center 52

West Monroe

MAY 24, 2022

Activists are still calling for a sale or another change in leadership following a bleak earnings report and a $750 million loan in May to improve cash flow. Here is what companies can glean from Peloton’s experience and the path to being digital that is essential for resilience and long-term success. Products & Experiences.

Company 98

Company Financial Leadership Apparel 98

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. And if you’ve ever bought something at a brick-and-mortar business – they still exist – you might be familiar with what NCR Corporation’s early cash registers, developed here, have evolved into. So you could say innovation is in our blood. Or in the water.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. And if you’ve ever bought something at a brick-and-mortar business – they still exist – you might be familiar with what NCR Corporation’s early cash registers, developed here, have evolved into. So you could say innovation is in our blood. Or in the water.

Innovation 52

Innovation NPS Leadership Loyalty 52

Integrity Solutions

AUGUST 29, 2019

“Success is more an issue of who you are than what you know.”. I’ve been reflecting on Ron’s legacy quite a bit recently, after receiving the sad news that he passed away on August 6 th. A friend recommended that Ron create a men’s leadership program for an organization they both knew. And yet, that’s largely what happened.

Training 70

Training Leadership Course Sales 70

Kustomer

JUNE 13, 2022

Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. One way to ensure your agents are able to do this is to establish a framework for chat etiquette. What Is Chat Etiquette?

Tips 98

Tips Customer Service Chatbots Social Media 98

VDS

MAY 7, 2020

It’s a way of thinking that informs all facets of your call center. Some hold tightly to their legacy systems. Here’s what happens when companies cling to the status quo: Consider what happens when there is an outage. Employees are not as efficient with legacy tools. Going digital is more than just a buzzphrase.

Contact Center 52

Contact Center Abandon Rate Leadership Call Center 52

Support EXP

JANUARY 11, 2024

Credit union leaders taking stock of 2023 and poised to seize the opportunities of a new year must deal with this harsh reality: you’re not finding and strategically applying the insights in your data – and your competition IS! Data-driven insights can serve as a crystal ball for understanding what members truly want.

Data 52

Data Competitive Advantage Financial Social Media 52

One Millimeter Mindset

NOVEMBER 19, 2020

How can you purposefully navigate your team through end of 2020 into first quarter 2021? And purposefully leverage your team’s story? Your choices, and your pandemic experiences, are the structural underpinning of your team’s story. Let each team member define what makes them uncomfortable.

Transportation 92

Transportation Leadership Innovation Meeting 92

Education Services Group

JANUARY 13, 2023

The larger and more established your company is, the harder it is to navigate this monumental change. Because you’re only collecting a fraction of the revenue you once made on an initial sale, your incoming revenue numbers plummet. Think about everything that goes into the operation of a multi-billion-dollar enterprise.

Tips 52

Tips Customer Success Leadership Sales 52

Michelli Experience

MARCH 13, 2018

I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a part of a leadership triumvirate playfully referred to as H2O (two Howards and an Orin – Howard Schultz, Howard Behar and Orin Smith).

Leadership 87

Leadership Consulting Analysis Customer Experience 87

ijgolding

AUGUST 3, 2018

It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded – whether it be as long as one hundred years ago, or as recently as ten years ago. Is it poor leadership? Is it fear of change? Is it arrogance?

Case Study 191

Case Study Retail Study Policies 191

Customer Bliss

MARCH 15, 2018

Of course, there’s plenty to learn about successfully implementing a program through your own trial and error, but what would success look like without mentors or help from others? The C-Suite is more likely to support your CX work when they understand how the implementation will help them meet their goals and business needs.

Chief Customer Officer 156

Chief Customer Officer Customer Journeys Government Communication 156

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Darryl holds an MBA from Chapman University’s Argyros School of Business and Economics and has several industry certifications from the Center for Creative Leadership. Episode Overview. About Darryl. ” I understand both.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0